Top up not done on daughter's phone

[Steph6]

Hi. I've topped my daughter's phone up, however the top up hasn't gone on her phone.
The correct number was put in and I've had the confirmation that the top was successful.
Can anyone advise on why she's not received the top up?
TIA

[Cleoriff]

Hi @Steph6 

You'll need to call O2. on 4445 or any other number in the guide below

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[O2LaurenC]

Hello @Steph6 

It sounds like your daughter is on one our bundle pay as you go. This is where the credit applied will be taken and in return, you will receive calls, texts and data.

To check this call 4444, followed by option 2, then option 2 again. It will then read out how many calls, texts and data you have. If it does then it means the credit has been turned into the bundle for 30 days.

To check the balance of any remaining credit is 4444, followed by option 2, then option 1.

If neither are showing your credit, drop the customer service team a call on 4445