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Can't log in to My O2? PAC code not arriving? O2 won't let you cancel? Find step-by-step solutions to every O2 account problem.
202
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0344 809 0202
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Your O2 account is the central hub for managing your mobile service, containing your personal details, billing information, usage records, and contract terms. Understanding how your account works and what information it contains can help you manage your service more effectively and resolve issues more quickly when they arise.
Your O2 account stores comprehensive information about your service. This includes your personal details (name, address, date of birth, email), payment information (bank details for Direct Debit, payment history), contract details (plan type, start date, minimum term, included allowances), usage history (calls made, texts sent, data used), billing records (past bills, payments received, outstanding balance), and service settings (bolt-ons, spending caps, content restrictions). All of this information is accessible through the My O2 app or website once you're logged in.
O2 takes account security seriously to protect you from fraud and unauthorised access. When you contact O2 by phone, you'll need to pass security verification before any account information can be discussed or changes made. This typically involves confirming details like your address, date of birth, and account PIN or password. For particularly sensitive changes (such as SIM swaps or adding new lines), additional verification may be required. While these security measures can sometimes feel cumbersome, they protect you from fraudsters who might attempt to access your account.
O2 contracts typically have a minimum term (usually 12, 24, or 36 months) during which early termination incurs charges. After this minimum term, your contract continues on a rolling monthly basis, meaning you can leave at any time with 30 days' notice. O2 will typically contact you before your minimum term ends to discuss renewal options. If you do nothing, your contract simply continues at the same price (unless O2 has notified you of a price change). Understanding where you are in your contract term is important when considering upgrades, plan changes, or switching to another network.
Under UK data protection law (including GDPR), you have rights regarding the personal information O2 holds about you. You can request a copy of all data O2 holds about you (known as a Subject Access Request), ask for incorrect information to be corrected, and in some circumstances, request deletion of your data. These rights are separate from your consumer rights and can be exercised by contacting O2's data protection team. Understanding these rights can be valuable if you have concerns about how your information is being used or stored.
If you're locked out of your O2 account, can't reset your password, or the My O2 app keeps crashing, follow these solutions to regain access to your account.
If you've requested a password reset but the email isn't arriving, try these steps:
If the My O2 app won't open, keeps crashing, or shows errors, try these fixes:
Note: The My O2 app doesn't work with business accounts or if you have multiple numbers on one bill. Use the website instead.
If you've been locked out for "misusing this feature" or "going too fast", here's what to do:
Need to leave O2 and keep your number? Your PAC code (Porting Authorisation Code) lets you transfer your number to a new network. Here's how to get it and what to do if there are problems.
Text PAC to 65075
Receive your code within 60 seconds. Free from O2 mobile.
My O2 Account
Log in → Manage details → Thinking of leaving O2? → Request your code
Dial 202
Ask for your PAC code. The advisor must provide it by law.
If you texted PAC to 65075 but didn't receive your code:
Important: If you have an Apple Watch or other devices on your account, texting for a PAC won't work. You must call 202 or use the website.
PAC codes are valid for 30 days. If yours has expired:
If you want to cancel O2 and get a new number with your new provider, you need a STAC code instead:
Text STAC to 75075
This cancels your O2 contract without porting your number.
Feeling trapped in your O2 contract? Being pushed to stay when you want to leave? Here's exactly what your rights are and how to cancel.
If you're still in your minimum contract term, you'll usually need to pay:
Tip: Check My O2 to see your contract end date. If you're within 30 days of it ending, you can leave without early termination fees.
If an O2 advisor is refusing or delaying your PAC code:
Can't upgrade your O2 phone? Not eligible when you think you should be? O2 Switch Up not working? Here's how to solve upgrade issues.
To find out when you can upgrade:
O2 Refresh customers: You can upgrade anytime by paying off your remaining Device Plan balance.
O2 Switch Up lets you swap phones every 90 days. If it's not working:
Want a new phone before your contract ends? Here are your options:
If O2 isn't resolving your account issues, you have options. After 8 weeks, or if you receive a deadlock letter, you can escalate to the Communications Ombudsman.