App no access

[Susan509715]

I can't get into my o2 it kicked me out after 5 years now saying not avaliable in my country can't see my account and only getting virtual ass. Can't get live chat without app.this needs sorted uk I'm in never had problems before I checked if my phones set to uk and it is .so why can't I get into app

[MI5]

@Susan509715 

Can you log in online https://mymobile.o2.co.uk/ ?
If so, try deleting the app, rebooting your phone and then reinstall the app.
We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you 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 with this
Thanks

Guide: How to find help & contact O2 

[pgn]

If you are an Android user, make sure your Google Play Store is set to the correct country, then try again. Not the country can only be changed once a year, so hopefully you haven't changed it recently to a different country for some reason: https://support.google.com/googleplay/answer/7431675

[MI5]

I didn't add that as the OP states that they had checked their phone was set to UK.

[pgn]

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@MI5 wrote:

I didn't add that as the OP states that they had checked their phone was set to UK.

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I read "my phones set to uk", which I took to mean the phone location setting as per items 2 and 3 (not the VPN bit) here: https://allaboutcookies.org/how-to-change-location-on-android as an example.

I guess it could mean either - or perhaps even a misbehaving VPN is in use, though not sure how the user would not know to check that first. 

[MI5]

Aye, not clear at all tbh.