Unable to add a new payments card for rolling plan

[AnnoyedUser]

My card recently expired and I have been unable to add a new debit card to my account either on the app or the website. Each time, I get the same error code: We are sorry but there is a problem with this service, please try again. 

I have been having this problem for more than a month. Now my rolling plan has been cancelled as I can't pay for it. I have tried on numerous occasions to call to speak to someone. I waited for 2 hours on hold to speak to someone yesterday, and they said there was nothing they could do, but they would mention it to their back-end team. They also said this is a problem for others.

I've raised a complaint as I have been trying now for more than a month to get some help with this. I just need to add a card. I've tried using different cards, so I know it isn't the card that's the issue. It's very frustrating. They seem more intent to get you on a contract rather than help.

[pgn]

There are other ways to pay, @AnnoyedUser - Guide How to Top Up (PAYG) 

That said, Pay As You Go: Introducing "Rolling Plans" indicates here https://www.o2.co.uk/help/products-and-services/pay-as-you-go/rolling-plans that you should be able to add and remove your card to jump from Big Bundles (eg, to use up an accumulated credit balance) to Rolling Plans as you wish, from your MyO2, so all I can suggest is to try the Social Media team on Facebook or Instagram and see if they can help:  https://www.o2.co.uk/abouto2/social-media

[Enlli · Accepted solution]

We are all customers here so can't handle accounts.

Not sure but maybe the payment management team could help

The O2 Payment Management team number is 0800 902 0217. 

[AnnoyedUser]

Currently, I can't even see my tariff or change anything. I am getting the same error message and have been for over a month. It's so frustrating. I get this: 

Something went wrong
Sorry – we can’t change your tariff right now. Please try again later.

If this keeps happening, give us a call on 202 free from your O2 mobile, or 0344 809 0202 from any other number.

We’re open 9am-9pm Monday to Friday, 8am-8pm Saturday and 8am-6pm Sunday.

[pgn]

Take a read of this, @AnnoyedUser -

https://community.o2.co.uk/t5/Pay-As-You-Go/change-my-big-bundle/m-p/1579907/highlight/true#M28201

Note that MyO2 functions differently between app and web version, and between Contract and PAYG customers.

 Check the section "Change Tariff" here:

https://www.o2.co.uk/help/products-and-services/pay-as-you-go/big-bundles#changing-tariffs

[AnnoyedUser]

I've tried that on both the app and web, following the instructions for PAYG. I think there is a glitch on my account that needs rectifying on the back end. The customer service agent said as much, but nothing has been done. 

[AnnoyedUser]

I also can't use that option as I don't have a card registered so could't pay for it. 

[TallTrees]

Whilst trying to get the problem fixed and to keep everything going..maybe 

Buy a voucher from a shop @AnnoyedUser 

Hope this helps.. Best wishes 

[L4ura_B]

Did you get this solved at all?? I have the exact issue for my sons rolling plan - now fallen onto normal PAYG which is far too expensive for a teenager wanting to use data!! I just need the card updated - my youngest sons worked not a problem so its an account issue...seems to be because I hadnt logged into this one since the virgin merge?! Social media team could not resolve, ive also started a complaint and heard nothing as yet - like I am trying to give you money?? The top up number can take card payment so why cant we add a card to start a rolling plan from there too, its crazy!

[pgn]

@L4ura_B - is the address associated with the account you are trying to add the card number to a match for the address associated with the card?

FYI data amount difference at lowest £10 rate is only 2GB (8 on Big Bundle vs 10 on Rolling Plan):

O2 Big Bundles (PAYG)
Payment: Top up credit manually and exchange it for a bundle each month.
Data: Standard allowances (e.g., 8GB on £10, 25GB on £15) with rollover available.
Flexibility: Can use credit for other things if not renewing.
Best for: Users who prefer to manage their spending and top-up manually.

O2 Rolling Plans
Payment: Set up automatic monthly payments via card.
Data: Slightly better data at the £10 level (10GB vs 8GB) and same at higher tiers, with rollover.
Flexibility: Can pause, change, or cancel anytime, but requires a card setup.
Best for: Users wanting convenience with automatic payments and good data - if you read "Ken's Tips"!