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FAQs

About O2’s auto top-us

What is auto top-up?
It’s a way of topping up your mobile automatically, so you don’t have to remember to do it. You can choose between regular top-up and low balance top-up.
What’s the difference between regular top-up and low balance top-up?
With regular top-up you can choose how much to top up and when it’ll happen (either weekly or monthly). We’ll then regularly top-up your mobile on the day you choose. So, we could top-up your mobile by £15 on the 1st of each month.

With low balance top-up you can choose an amount to top up your mobile every time your balance gets low. So, we could top up your mobile by £15 every time it goes below £2.
Can I switch between regular top-up and low balance top-up?
Yes. You can switch your existing auto top-up from regular to low balance and vice versa. Go to auto top-up in www.o2.co.uk/myo2.
Can I change my auto top-up settings?
Yes. You can change your existing auto top-up. You can change your top-up amount and when you’ll automatically get topped up. Go to auto top-up in www.o2.co.uk/myo2.
Is auto top-up secure?
Your card details are secure. Mi-Pay Ltd manage auto top-up. Please read Mi-Pay’s Privacy Policy for more information. Go to www.o2.co.uk/terms to read our auto top-up terms.
Who are Mi-Pay Ltd?
They’re a company we work with. They keep your money and details safe. Find out more about them at www.mi-pay.com/about_mipay.


Signing up

How do I sign up for auto top-up?
1. You need a Pay & Go mobile.

2. Register at www.o2.co.uk/myo2.

3. Once you’ve got your MyO2 username and password, sign up for auto top-up.

4. Choose which auto top-up you want – regular or low balance.

5. Add your contact details and your card information.

6. We’ll send you an email to confirm. Click the link in the email and we’ll start automatically topping up your mobile.
Who can sign up for auto top-up?
Anyone who’s 16 or over with an Pay & Go mobile.
What else do I need to use auto top-up?
An email address and a UK credit or debit card (registered to a UK address).
Are all cards accepted?
We take Visa, Mastercard and O2 Money cards.
Why do you ask for my personal details and email address?
So we know that you are who you say you are. And because we might need to send you information from time to time about your auto top-up.
What do I need to do after I’ve signed up for auto top-up?
Once you’ve got your confirmation email, click on the link in the email to finish signing up. Then we’ll start your auto top-up. You can manage your auto top-ups at www.o2.co.uk/myo2.
I’ve added all my details, but I haven't got a confirmation email yet – when will my auto top-up start?
It won’t start yet. Go back to www.o2.co.uk/myo2 and go to your auto top-up. You’ll see the email address we sent the confirmation email to. If the address is wrong, update it and we’ll send a new email. If we had it right you can ask for another confirmation email by also going to www.o2.co.uk/myo2

Once you’ve got your confirmation email, click the link in the email to finish your sign-up and we’ll start your auto top-up.

What do I need to do after I’ve signed up for O2’s auto top-up?

After you’ve entered all your details when signing up for auto top-ups, we’ll send you a confirmation email.

Once you receive the confirmation email from us, please click on the link to complete signing up for your auto top-up. We’ll then start your auto top-up. You can then go back into MyO2 and manage your auto top-ups.
Can I have both regular top-up and low balance top-up or switch between them if I change my mind?

You can’t have both or more than one auto top-up set up at any one time. You can switch between the two auto top-up options whenever you like.

To switch, go to your auto top-up in www.o2.co.uk/myo2. You’ll be able to see which auto top-up you’ve got. You can then switch your existing auto top-up to change between low balance and regular top-up.
What day is best, if I want to set-up a regular top-up once a month to make sure I get my monthly tariff allowance?

If you choose regular top-up, you’ll get automatically topped up in the morning of the day you’ve selected. So to make sure you get your monthly allowance, we recommend you set up regular top-up for the day before. For example, if your allowance is 14th of the month, we recommend you set-up your regular top-up for 13th of the month.


Auto top-ups

I’ve got a new MyO2 username. Where has my auto top-up gone?

If you change your username or set-up a new username for the same mobile number - we’ll delete your auto top-up details. We do this to keep your bank details safe.

You can set up a new auto top-up using your new username and password.
Once I’m signed up to auto top-up, can I change my top-up amount?
Yes. Go to your auto top-up in www.o2.co.uk/myo2, and you’ll be able to change your auto top-up details.

You can still do a one-off top-up while you’ve got auto top-ups. You can top-up online at www.o2.co.uk/myo2 or call 4444 free from your O2 mobile.
How much can I top-up?
You can automatically top up either: £10, £15, £20, £25 or £30.
How long does it take low balance to top up my mobile when I’ve reached my minimum balance?

It can take up to four hours to automatically top-up your mobile when you reach your minimum low balance. But it’ll usually be much quicker than that. That’s why you can’t select a minimum balance below £2 for low balance top-up.
Will I be told when my mobile is topped up automatically?
Yes, we’ll text and email you to say that your auto top-up’s been successful.
When I set up an auto top-up, what will I see on my bank statement?
For every successful auto top-up, your statement will show O2 (UK) Ltd Prepay Slough.
My auto top-up hasn’t happened, what should I do?
If something goes wrong with your auto top-up, we’ll text and email you to let you know it hasn’t worked. You can do a one-off online top-up at www.o2.co.uk/myo2 or call 4444 free from your O2 mobile.

If you’ve got low balance top-up, it can take up to four hours for the top-up to reach your mobile.

If you’ve chosen low balance top-up. Your first auto top-up will happen the next time your credit goes below the amount you’ve chosen. Or, if you’ve chosen regular top-up. Your first auto top-up will happen next week or month – depending on which option you chose.
Why have you charged me twice for my auto top-up?
This shouldn’t happen. But if you think you’ve been charged twice for an auto top-up, call our customer service team on 4445 from your O2 mobile. Your call will cost 25p.
Can I stop my auto top-up?
Yes. To stop your auto top-up and delete your details go to www.o2.co.uk/myo2. Then go to auto top-up and you can then cancel your auto top-up and details.
How much notice do I need to give to cancel my auto top-up?
To cancel your auto top-up, we need at least 24 hours notice before your next auto top-up.


Updating your auto top-up information

How can I update my email or my personal info?
Go to www.o2.co.uk/myo2, then go to auto top-up. You can then update and save your new details.

You can then update and save your new details.
I've changed my card details – will I still be able to auto top up?
If you’ve got a new card or new bank details, you’ll need to let us know so we can still top up your mobile automatically. Go to www.o2.co.uk/myo2, then go to auto top-up. You can then update your card details so we can continue to top-up your mobile automatically.

If you don’t tell us, we won’t be able to automatically top up your mobile.
How can I get another auto top-up for a different mobile number?
Set up a new MyO2 account with your new mobile number. Then set up your auto top-up in the usual way.
What do you do with my personal info?
We only ever use it for processing your auto top-ups And because we might need to send you other information from time to time about your existing auto top-up. Nothing else.

Your details are never displayed in full to our customer service advisors. And Mi-Pay Limited (who we work with on our auto top-up service) will never share your details with an unrelated company. Go to Privacy and Cookie Policy to read our auto top-up privacy policy.
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