Do you need to update the personal details on your O2 account? No problem – with My O2, it’s easy to sign in and make any changes we should know about. It could be a home move, change of name, updated password or security question. Either way, this guide is here to help you change your details quickly and easily.
Don’t forget that you can also find out more about how we use your personal details and the steps we take to protect your data.
Avoid being a victim of fraud
We’ll never call you and ask for one-time passcodes, passwords, PINs or personal information like your bank details. If you have any doubts, call us on 202 (free from your O2 mobile) or on 0344 809 0202 (standard UK rates apply).
Check out our fraud advice help page for more information.
Your contact information
Once you sign 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 choose a third party to manage your bills, you’ll also see their details in the address section.
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. 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 license
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, 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
We’ve made it easier for you to change your name on your account. Now you can upload your documents in My O2 so we can verify the name changes.
Get started by signing in to 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.
If your date of birth looks incorrect on your account, you can change it in My O2.
Get started by signing in to 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. Then select ‘Edit date of birth’.
Upload one of the requested documents – passport, birth certificate or driving license. We’ll check it and, once verified, your date of birth will be updated.
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 now be able to change your email address
If you’re not able to access the old email address, please get in touch.
Update your password security question
How to change your My O2 password:
Sign in to My O2
Select 'Forgotten your username or password?'
Follow the four-step process, beginning with entering your mobile number or email address
To change your security question in My O2, select the ‘Manage my personal details’ tab when you sign in
You can set up a security question by signing in to My O2. Go to the ‘manage account’ section and complete the security with a one-time passcode (OTC) sent to your mobile. Here you can choose your security question and answer.
By having a security question in place, our agents can help you quicker and it may help prevent fraud taking place on your account. Set a security question that’s personal to you and not easy to guess.
Our advisor will help you to set one up the next time you call. Then you can speak to us without answering lots of questions.
Unable to sign in? Get in touch to reset your username or password.
How to change your My O2 password:
Sign in to My O2
Select 'Forgotten your username or password?'
Follow the four-step process, beginning with entering your mobile number or email address
Need extra support with your personal details?
If you’re in prison or due to go to prison and need support with managing your account, please get in touch with the listed details and a cover note explaining your requirements. We can then provide the best option for you to manage your account.
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 by post to: Prison Support Team, O2, Chester Rd., Preston Brook, Runcorn WA7 3QA.
Last updated: 07/04/2025
