How do I change address in My O2?

Once you’ve signed in to My O2, click on ‘Manage my details’. We’ll send you a one-time activation code so you can view and edit your details.

 

If you’ve chosen a third party to manage your bills, you’ll now also see their details in the address section.

 

If you’ve been with us for more than 90 days, you can enter an alternative delivery address when it’s time for your sim swap. Just make sure you sign in to My O2 first.

 

Can I change my account address to an international address?

To change your address to an international, PO Box or BFPO mailing address, please get in touch directly.

 

If you change your UK address on your O2 account to an overseas address, there are many actions you’ll no longer be able to do. This includes re-signing your contract, upgrading your device, adding a new connection like a tablet or smartwatch, replacing your sim, and returning/replacing your device.

 

If you haven't already, we recommend that you register for My O2 to manage your account, and set up a Direct Debit to pay your bills.

 

What happens next?

 

Once you contact us, a ticket will be raised on your account, and you’ll be required to send a copy of one of the following documents showing your new address:

 

  • Utility bill
  • Bank/Credit Card statement
  • Mortgage/Rental statement
  • Council tax bill
  • Benefits statement
  • Driving licence

Things to note:

  •  The document must be dated within the last three months and must show your full name and new address.
  • The ticket will stay open for 30 days. And, if the relevant documents aren't received within these 30 days, then the ticket will be closed and no update will be made to your address.

You can upload your documents on My O2 or send it to us in the post at:

O2 Correspondence Team

PO BOX 694

Winchester

SO23 5AP

How do I change my name?

We’ve made it easier for you to change your name on your account. Now you can upload your documents in My O2 so that we can verify the name changes.

 

Get started by signing into My O2 and select ‘Manage details’ – we’ll send you a one-time access code to your device so you can view and edit your details.

 

To change your name, select ‘Edit your name’, then enter your new name and upload one of the following documents directly into your My O2 account:

  • Marriage certificate
  • Certificate of civil partnership
  • Deed poll
  • Reissued birth certificate showing your old and new name (only in Scotland)

You can then submit the change, and we’ll check your documentation. If everything’s correct, your name will be updated. If you have any issues with requesting a name change, please get in touch.

How do I change my date of birth?

You can now change the date of birth on your account in My O2 if it looks incorrect.

 

Get started by signing into My O2 and select ‘Manage details’ – we’ll send you a one-time access code to your device so that you can view and edit your details. Then select ‘Edit date of birth’.

 

Upload one of the requested documents – passport, birth certificate, or driving licence. We’ll check it and, once verified, your date of birth will be updated.

How do I change my email address in My O2?

To change your email address, sign in to My O2 and follow these steps:

  • Select ‘Manage my details’. If you’re in the My O2 app, go to ‘Manage your account’, ‘View all’ and then ‘Manage my details’.
  • Select ‘Change my username’ under ‘Sign in details’.
  • You’ll be sent a code to your phone.
  • You’ll then be able to change your email address.

If you’re not able to access the old email address, please get in touch.

How do I change my My O2 password?

You can change your My O2 password by:

  • Signing in to My O2.
  • Selecting 'Forgotten your username or password?'.
  • Following the four step process, beginning with entering your mobile number or email address.
How do I change my security question?

You can change your security question in My O2 under the ‘Manage my personal details’ tab. If you’re unable to log in to My O2 and need to reset your username or password, you will need to get in touch with us.

How do I manage my account if I go to prison?

If you’re in prison, or due to go to prison, and need support with managing your account, several options may help. Please get in touch with the below information and a cover note detailing your requirements.

  • The account holder’s name
  • The account holder’s address
  • The O2 mobile number and/or account number that your request relates to (if known)
  • A letter on letter-headed paper from the Prison or a Solicitor, which should include official confirmation of the sentence or that the account holder is on remand awaiting trial
  • Your name and contact number (if different from the account holder) so we can call you back to discuss available options

Please send to: prisonsupport@o2.com or via post to: Prison Support Team, O2, Chester Rd., Preston Brook, Runcorn, WA7 3QA.

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