Unable to log in in the app

[Masci]

Hi, I do currently live abroad and lost my sim so I'm unable to log in in the app as for security reasons they send the security number on the phone number.

Is there any way to authenticate in any other way? Obviosly my log in details are correct but i'm in no position at the moment to do abroad phone calls.

Trying with the chat but they do forward me to the app requiring me to log in.

thanks in advance

[gmarkj · Accepted solution]

You really need to report the sim as lost @Masci 

o2 will then send a replacement to the address on the account (assuming it's a UK one).

Customer services are also available on social media, so you can chat to them on there.

Links to all the major platforms, and phone numbers are also in the guide below

Guide: How to find help & contact O2 

[Masci]

Really appreciate your support @gmarkj .

Called the support number through skype and apparently for me to log in in the app it's to go back to the uk (which i'm not planning to do for the next year).

Apparently there is no other way to authenticate myself without access to the phone number.

I no longer need this o2 number but this way I'm forced to keep it (and pay for it) unless I go back.

And yes, I can report my sim stolen and ask who will receive it instead of myself to put it in their phone and then send me the security message to let me log in but still, in 2024 i think this is a bit not easy.

Just brainstorming a bit (sorry the customer service was really unhelpful).

Anyway I can create an esim with my mobile number and then have access to it? 

Even if I pay for it will be cheaper than paying for another year of contract or a plane ticket...

Thank you so much again

[gmarkj]

o2 and eSims seem to be a little like water and oil @Masci - while they both exist, they don't seem to play well.

There are 4-5 new messages every day where something has gone wrong on the community - and that is probably the tip of the iceberg!

[Oxonian]

Not sure if anything in here might help you @Masci :-

Guide: Lost or Stolen O2 Device? - How to Report it