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Level 1: Joiner
Posts: 1
Registered: ‎29-11-2015
Accepted Solution

Wrong number being used for security verification

I have had an O2 Pay as you Go account for a couple of years but didn't use. It was registered with a number which I no longer have. Yesterday I signed in and added my new number to "My O2" on the web. (the old number was no longer listed in My O2).

 

My "My O2" page lists only my new number under "products and services", but on the right of the page if i click my name under "my details" I get a popup "security check" box which says "to access your details page, enter the code we've just sent to xxx" (where xxx is my OLD number).

 

I have twice been onto live chat for help but both times they cannot fix this. How can I get the security check to send the code to my new number and not this old number which no longer is in use?

 

Many thanks! Smiley Happy

Posts: 97,128
Topics: 758
Registered: ‎14-01-2013

Re: Wrong number being used for security verification

The best thing to do @Kured is to ring customer services and speak to them https://www.o2.co.uk/contactus

Live chat aren't that useful for account issues.

*The Game Is On*

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Posts: 114,233
Topics: 569
Solutions: 15,403
Registered: ‎04-04-2012

Re: Wrong number being used for security verification

Call 4445 for PAYG CS.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Level 1: Joiner
Posts: 2
Registered: ‎23-03-2018

Re: Wrong number being used for security verification

I have the same problem.  After joining O2 I ported my existing number. Now the correct number shows up in my account but security codes are sent to the old number.  A long conversation with customer services has got me nowhere - they say that it simply isn't possible to change it and the only thing I can do is get another email address and start another account!  Soon my credit card which is used for automatic monthly top-ups expires, but I can't change the details because I don't receive security codes.  This is an absurd situation.