No info about bills or plans

[Eden222]

I was a Virgin customer for my SIM pay monthly. I was then swapped to o2 and my pay monthly and have had no issues with paying bills and have emails showing this. 

However, when I log in to my o2 account, there is literally no information about my monthly plan. The only device there is an apple pencil from 2023. 

I think what has happened is with the virgin switch over, o2 automatically made me a new account for my monthly sim, but I have absolutely no way of logging in to this. I have just tried logging out of the o2 app, and when I log in again it is showing me an email that I have never seen before, but I cannot even reset password for this because the email is censored and I have no idea what it is, I have never seen it before but it has my surname in it. 

I really have no idea what else I can do here. My monthly plan does work fine but I cannot actually see what my usage is, or make any changes to my plan

[madasaf1sh]

@Eden222 

You will have to contact o2 and they can reset the details for you, it might need a phone call or you can also try your local o2 store as well. 

Guide: How to find help & contact O2 

[Eden222]

Yeah going to try and ring them tomorrow. Can’t even get anywhere with the live chat because it forces you to use the o2 app to speak to an agent, which I can’t do since I can’t log in to that account. So frustrating