O2 offering to pay off rest of my device

[Louiseturner96]

Hi guys. Had an email today from O2 saying they will pay off the remaining amount on my device if I want to upgrade today. I believe it was around £80 of my contract remaining.

Intrigued, I clicked the link that said 'upgrade online now' but on the upgrade page it says

'You can't upgrade online at the moment
Before we can upgrade your account we'll need to run a few extra checks. Please give us a call on 202 from your O2 mobile or 0344 809 0202 from a landline'

Anyone know what this means? As the email says I can upgrade online now and on my account it says I can upgrade online today but when I get to the upgrades page I get greeted with the above message.

I have tried calling the upgrades team, but I was on hold for around 25 minutes before giving up.

Just wondering if anyone has been greeted with this message before? Not sure what a few extra checks could mean?

Thanks

[MI5]

@Louiseturner96 

Customer service need to update your account manually.

Try these numbers Guide: Coronavirus Community Help and Support 

The best number to call on appears to be 0800 587 4005