Redeeming O2, and what to do if a code is refused

O2 vouchers add credit to a O2 line or account in the voucher's country only. If a voucher is refused, O2 customer service is the team that can see why.

How to redeem

Check the voucher is for your O2 line and country, shown on your order.
Top up in the O2 app or on O2's website, using the option to top up with a voucher, and enter the code.
Check your new balance.

Before you contact support

If the card has a region, check that your account's country matches it. A wrong region is the most common reason a card is refused.
Check you are signed in to the account you meant. If the code was entered once on another account, the balance is on that account.
Paste the code instead of typing it, with no space before or after it. When typing, watch for O and 0, I and 1.
Do not keep trying the same code on many accounts or regions: some brands lock a code, or the account, after repeated attempts.

Common O2 errors and what they mean

Voucher not accepted
Vouchers only work on the network and in the country they were issued for.
Voucher already used
Check your balance and top-up history. If the credit is not there, contact O2 with the proof of purchase.

Contacting O2 support

Contact O2 customer service through its app or website. Send them the voucher code, your phone number or account, a screenshot of the error and the proof of purchase.

What to send them

The full code, exactly as it appears on your order page.
A screenshot of the error message, showing the date and time.
Your proof of purchase: open your order and use “Copy proof of purchase”. It has the order number, when the code was issued and when you first opened it.
The email or ID of the account you tried to redeem it on.
Never your password. No real support team, theirs or ours, will ask for it.

Why O2 support handles this

Every code is issued by O2's own system and reaches you new, through the official distribution channel, at the moment you pay. When O2 refuses a code, the reason is recorded on O2's side: which account tried it, when, and from where. Only O2 support can see that record, and only they can reverse a redemption or restore a balance. We cannot see inside your O2 account.

What we do

We give you the proof O2 asks for: your order page shows when each code was issued, that it was never issued on any other MyPinCard order, and when you first opened it. Copy it from your order page and send it with your case. Delivered codes are final sale and are not refunded or exchanged; see the refund policy.

Refund policy