Pay and Go hub

[Martin-O2]

Hey everyone, 

Welcome the to the Pay and Go hub! This thread is a handy index where you can find help and information about the main Pay and Go questions that we see on the community. 

If you have a question about topping up your balance, setting up auto topups or issues topping up then take a look at our community guide on how to top up your Pay and Go balance. 

If you're new to Pay and Go and need to activate your sim then all you need to to is topup for the first time. Please refer to this guide for all the ways to topup. If you have a Pay and Go data sim then follow the steps in this FAQ to activate your data sim. 

For questions about tariffs and changing your tariff, this FAQ will have the answers you need. 

If you want to know more about Pay and Go rewards then check out this handy article for more information. 

One important thing to remember about Pay and Go sims is that you must make a chargeable text message or call at least once every 6 months or the sim will be disconnected. If you forget and this does happen no need to worry, a quick call to customer services and you can get the sim reconnected. 

Please do let us know if you have any questions that are not covered in in this post and if you have any suggestions on what else we can include in this topic then feel free to give us a heads up in the comments below! 

[MI5]

@Aerton 

O2 don't give refunds on PAYG but you need to contact them to cancel the auto topup.

message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Jug]

My device seems to have disappeared on my O2 account. I had over £10 in there to automatically top up for this month. I just got a failure to top up text, so i went online to check and my number has gone. I tried to re add device with the same number, but get a message saying there is no such device with that number with O2. When i tap the My O2 page, there is an error on the page, so I'm hoping it's that. Please reply. Thank you.

[madasaf1sh]

@Jug 

You need to contact customer services on 4445 from the phone or 0344 809 0222 from any other phone...  

[RaphaellaBetti]

I'm having problems with my account. I put topup (5th Feb) and today (7th Feb) it was not possible to renew my pay as you go because it is showing that I have no creditsI paid and it didn't renew. 

[dilla]

I usually get O2 Billing email confirmations each month right after I top up. And I save/use them for my business receipts. But I realise, when I do top ups via phone, not the app, I haven't got any email notifications. I have phone messages to proof, but I need email to print. How can I get my missing email notifications of April, May, July, December 2022, January 2023 please? thank you

[madasaf1sh]

@dilla 

We are all customers like you, so you need to either login to my o2 via the web, or call Customer Services on 4445 or 0344 809 0222 

Also remember to check your junk / spam folder..

[marcofoo]

For the third time in 6 months, my O2 credit has disappeared while abroad despite not making or receiving any calls.

Sometimes a voicemail has been received and not listened to. But nothing has happened that could cost me any money.

Across these 3 occasions, the chat rep has resolved my issue once. However, both other times they have told me that chat doesn't support PayG, despite them helping me on one of the occasions.

So now I'm told I must dial the O2 International Helpdesk number +44 3448090202. Yet when I do the robot tells me "You have no authorisation for international access. Your cellular service has been suspended. Please contact your service provider about reconnection".

I explained this, and I am told to go an buy a local SIM and dial the number.

So I must travel 50km, go to a shop, buy a SIM, register it, top it up, pay extortionate international call costs....??? All because O2 has blocked my account, that I pay for??? What the hell O2!?

[Enlli]

You can use social media to contact O2

Message O2 on
Facebook (https://o2uk.co/O2CFB) 
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.

[Bear_1]

Hi there
I received my new O2 SIM card today, I ordered on-line and said it was for an iPad. But when I insert this into my iPad I get a 'SIM Not Supported' message?

I put the SIM in my iPhone (I already have one in there with Tesco Pay as You Go which I tried in my iPad and got the same issue, then I noticed it said in Settings>About: Carrier = O2 36.0 so I ordered the SIM from you over the weekend)

I managed to then register an account here as I could then receive the special code via text message as I wanted to at least see if that was the issue? Register it first then put it in the iPad - but nope? Still says SIM Not Supported?

I have no idea what to do next. I know my iPad Air is a wee bit older but when I purchased it I never ever put a SIM inside as I didn't think I needed that, but now I could really use that feature.

Any help would be most welcome

Thanks

[MI5]

@Bear_1 

Sounds like your iPad is locked to a different network.

You'll need to find out which one to get them to unlock it.

Try different network PAYG sims until you find the one that works if you don't know already.