Is this in the app or via web @Kilian1 ?
There seems to be some issues recently with a few threads like this.
Try using incognito mode on your browser, and visit accounts.o2.co.uk
If that doesn't work, you might need to contact customer services so they can check everything is set up correctly.
Either call 202 from a pay monthly phone, or 0344 809 0202 from another phone.
If your phone is not working, then use Skype and call 0800 902 0217.
Guide here Guide: A Guide to Skype
Finally try messaging on social media:
Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
