Problems with My O2

[AlmightyBean]

I recently got a new contract phone to replace my pay as you go SIM. For some reason, it hasn’t connected to my existing account on the My O2 app. Every time I log in, it says I don’t have access, but when I log in on the website it works but says I have no products connected to the account??

[MI5]

@AlmightyBean 

Can you log in online https://mymobile.o2.co.uk/ if you change your password?
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 

[AlmightyBean]

I've tried deleting the app and downloading it again, but it just seems to cause the same problem. I'm going to send a DM via their Twitter account and see what can be done. Thanks so much for the advice