O2

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your O2 account can trigger notifications, including:

• Text messages about account changes, password resets, or SIM swaps
• Emails confirming security updates or billing changes
• App notifications if they have the My O2 app installed

If someone monitors your phone, texts, or email, you may want to wait until you have a safe window. Consider making changes from a different device or location if possible.

Important: If you’re on a family or multi-line account where someone else is the primary account holder, they may receive notifications about changes to your line.

What you’ll need

• Access to your phone (to receive verification codes)
• Access to the email address linked to your My O2 account
• Your current My O2 password (or ability to reset it)
• Approximately 20-30 minutes of uninterrupted time
• Photo ID if you need to visit a store

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored (look for unfamiliar apps)
• Noting down any call forwarding codes you may need to check

Quick Contacts

What to say: You don’t have to explain your full situation. You can simply say:

“I need to make sure only I have access to my account and that no one else can make changes.”

If you want to disclose more, you can say:

“I’m in a difficult situation at home and need to make sure my phone account is secure and private.”

O2 staff are trained to handle sensitive situations and can add notes to your account for extra security.

Check Who Has Access

My O2 account access

Your My O2 account controls your mobile service online. Check who might have access:

1. Log in to My O2 at my.o2.co.uk or through the My O2 app
2. Go to My account or Account settings
3. Review Account details to see the registered email address
4. If the email isn’t yours or is shared, change it immediately

Signs someone else has access:

• You receive “login from new device” emails you didn’t trigger
• Account settings have changed without your knowledge
• Someone knows details about your usage or bills

Additional users on your account

If you have a multi-line or O2 Family plan:

1. Log in to My O2
2. Go to My devices or Manage account
3. Review all phone numbers and users on the account
4. Check who is listed as the account holder versus additional users

Important: If someone else is the primary account holder, they have full control over the account, including your line. See “Starting Fresh” section for options.

Call forwarding settings

Call forwarding can be set up without your knowledge to redirect your calls (including verification codes) to another number.

Check call forwarding on your phone:

Dial these codes from your O2 phone to check:

If any forwarding is set up that you didn’t arrange, cancel it immediately.

Cancel all call forwarding:

• Dial ##002# to cancel all forwarding
• Or dial ##21# to cancel unconditional forwarding

Authorised contacts

Check if anyone else is authorised to make changes to your account:

1. Call O2 on 202 from your O2 phone
2. Ask: “Can you tell me if there are any authorised contacts or additional account holders on my account?”
3. Request removal of anyone you don’t want to have access

Remove Unwanted Access

Change your My O2 password

1. Go to my.o2.co.uk
2. Click Sign in then Forgot password?
3. Enter your registered email address
4. Check your email for the reset link
5. Create a new, strong password that isn’t easy to guess

Choose a password that:

• Is at least 8 characters long
• Isn’t related to your name, birthday, or address
• Isn’t a password you use elsewhere
• Isn’t something the other person could guess

Update your account email

If your current email is monitored or shared:

1. Log in to My O2
2. Go to Account settings or Personal details
3. Update your email address to one only you can access
4. Verify the new email address

Change your account security questions

1. Log in to My O2
2. Go to Security settings or Account settings
3. Update any security questions
4. Choose answers that only you would know (they don’t have to be literally true)

Set up or change your account PIN

O2 uses an account PIN for phone verification when you call customer services:

1. Log in to My O2
2. Go to Account settings → Security
3. Set a new account PIN
4. Choose a PIN that isn’t obvious (avoid birthdays, 1234, etc.)

If you need to set this up by phone:

1. Call 202 from your O2 phone
2. Say: “I’d like to set up an account PIN for extra security”
3. They’ll verify your identity and set up the PIN

Remove call forwarding

If you found unwanted call forwarding:

1. Dial ##002# from your phone to cancel all forwarding
2. Or go to your phone’s Settings → Phone → Call Forwarding → Turn off
3. Check again using *#21# to confirm it’s removed

Lock Down Your Account

Request additional security measures

Call O2 on 202 and ask for:

1. Account notes - Request a note on your account that changes require extra verification
2. Callback verification - Ask that any account changes require a callback to verify it’s you
3. Restriction on porting - Request that your number cannot be ported to another network without in-person ID verification
4. SIM swap protection - Request additional checks before any SIM swap is processed

What to say:

“I’d like to add extra security to my account. Can you add a note that any changes, SIM swaps, or porting requests need extra verification? I’m concerned about someone trying to access my account.”

Enable two-factor authentication

If available for My O2:

1. Log in to My O2
2. Go to Account settings → Security
3. Enable two-factor authentication
4. Use an authenticator app rather than SMS if possible (SMS can be intercepted via SIM swap)

Review your contact preferences

Check where O2 sends communications:

1. Log in to My O2
2. Go to Contact preferences or Communication settings
3. Review which email and phone number receives:
   • Bill notifications
   • Security alerts
   • Marketing communications
4. Update to your private contact details

Secure your voicemail

Your voicemail can contain sensitive information and verification codes:

1. Call your voicemail (hold 1 or dial 901)
2. Go to voicemail settings
3. Change your voicemail PIN to something only you know
4. Consider enabling a voicemail PIN that’s required even when calling from your own phone

To set a voicemail PIN:

• Dial 1760 from your O2 phone
• Follow the prompts to set a new PIN

Check O2 Priority settings

O2 Priority is O2’s rewards app. If someone has your O2 login, they may have access to Priority too:

1. Open the Priority app or go to priority.o2.co.uk
2. Check which account is logged in
3. Log out of any sessions you don’t recognise
4. Priority uses your My O2 credentials, so changing your password will secure both

Get Confidential Support

Tell O2 about your situation

O2 can add confidential notes to your account to provide extra protection:

1. Call 202 from your O2 phone
2. Ask to speak to someone about a sensitive account matter
3. Explain you need extra security on your account due to a difficult situation at home
4. They can add notes requiring additional verification for any changes

What O2 can do:

• Add a private security note to your account
• Require in-person ID verification for major changes
• Block porting or SIM swap requests without extra checks
• Arrange safe callback times
• Help you understand your options if you’re on someone else’s account

Customer vulnerability support

Ask about O2’s vulnerability support:

“Do you have a team that supports customers in vulnerable situations? I’m dealing with some personal safety concerns and need extra help securing my account.”

O2 Accessibility team

If you have additional support needs or find phone calls difficult:

• Freephone: 0800 902 0217
• Available for customers who need extra assistance

If You’re Locked Out

Forgot your My O2 password

1. Go to my.o2.co.uk
2. Click Sign in then Forgot password?
3. Enter your email address
4. Check your email for the reset link
5. If you don’t receive it, check spam folders

Can’t access your registered email

1. Call O2 on 0344 809 0202
2. Explain you need to update your email address but can’t access the current one
3. You’ll need to verify your identity (they may ask security questions or request ID)
4. Visit an O2 store with photo ID if required

SIM has been swapped without your knowledge

If your phone suddenly shows “No service” or “Emergency calls only”:

1. Act immediately - your number may have been transferred to another SIM
2. Call O2 from a different phone on 0344 809 0202
3. Explain your SIM has stopped working unexpectedly
4. Ask them to check for any SIM swap requests
5. If fraudulent, they can reverse it and issue you a new SIM
6. Change all passwords for accounts that use your phone number for verification

Starting Fresh

Getting a new SIM with a new number

Sometimes it’s safer to start with a completely new number:

1. Pay as you go option: Buy a new O2 SIM from any shop (no credit check, minimal personal details needed)
2. Pay monthly option: Set up a new account with your own details and a safe address
3. Use a new email address that only you can access
4. Don’t link it to your old account in any way

Leaving a family or multi-line account

If you’re on someone else’s account:

1. You may be able to “port out” - take your number to a new network in your own name
   • Request a PAC code by texting “PAC” to 65075
   • You’ll receive a code to give to your new provider
   • Warning: The account holder will be notified
2. Start fresh with a new number if you want to avoid notifications
3. Talk to O2 about your options if the situation is complex

Important: If you’re on a contract in someone else’s name, leaving may affect their account. Consider getting advice from a domestic abuse service first.

Keeping your new number private

• Use a new email address only you can access
• Don’t give your new number to people who might share it
• Consider keeping your old SIM active briefly to monitor for any suspicious activity
• Register with the Telephone Preference Service (TPS) to reduce unwanted calls

Porting your number safely

If you want to keep your number but move to your own account:

1. Text “PAC” to 65075 to get your porting code
2. The code is valid for 30 days
3. Give this code to your new provider
4. Your number will transfer within 1 working day

Risks to consider:

• The current account holder receives a text when you request a PAC
• They’ll know you’re leaving
• If this creates a safety concern, consider getting a new number instead

Red Flags That Suggest Compromise

Watch for these warning signs:

Account access warnings

• “New login” emails or texts you didn’t trigger
• Password reset emails you didn’t request
• Security question changes you didn’t make
• Account details changed without your knowledge

SIM and number issues

• Your phone suddenly shows “No service” or “Emergency calls only”
• You stop receiving calls or texts unexpectedly
• Someone seems to know about calls or texts you received
• Verification codes you didn’t request appearing on your phone

Billing and usage

• Higher than expected bills
• Calls or texts on your bill you didn’t make
• Someone knowing details about your phone usage
• Premium rate charges you didn’t authorise

Call forwarding

• Calls going straight to voicemail when your phone is on
• Callers saying they spoke to someone else when calling your number
• Voicemails you didn’t expect or missing calls

If you notice any of these, secure your account immediately and contact O2.

Additional Support

O2 support

• From O2 phone: 202 (free)
• From any phone: 0344 809 0202
• Accessibility team: 0800 902 0217
• Online: my.o2.co.uk
• In store: o2.co.uk/storelocator

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Women’s Aid: womensaid.org.uk
• Men’s Advice Line: 0808 801 0327 (for male victims)
• Galop: 0800 999 5428 (LGBT+ support)

Tech safety resources

• Refuge Tech Safety: refugetechsafety.org
• Get Safe Online: getsafeonline.org

Last verified: December 2025

If anything on this page is out of date, please contact us.