Had confirmation of my new tariff, paid credit to activate but it vanished

[Angie_B]

Hi, I hope someone can help as the live chat doesn't support appear to PAYG customers (thanks O2).

Last night (12 Aug 2021) I updated my phone/sim to a new PAYG tariff and waited for the confirmation email/text to arrive. Then I paid a top-up credit on the website to activate the new tariff.

I waited a further 30 minutes for the top-up to go through, but that credit appears to vanished off the system and I can't use my phone. I checked again this afternoon, nothing, Zero credit. Thanks O2, I bet the system has stolen my top up  and applied it retrospectively to old tariff then wiped it off. Any way to get the top-up reinstated? I'm £10 down and I'm going to have to shell out another £10 to fix a system glitch. (£20 my not sound a lot to some but I'm on a low-income and disabled so every penny counts)

[MI5 · Accepted solution]

@Angie_B 

Credit is exchanged for allowances so try rebooting your phone and check in your MyO2 to see if you have your allowances allocated. 
If not, you’ll have to call O2.  
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