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To whom it may concern,

 

Last week I updated one of my O2 contracts and received a new sim card and a mobile phone. Today, the new sim card is activated and I received an email from O2 to confirm my email address for my O2 account. I could not confirm and link it to the original email so I created a new one. The registration went well but now I can only see one of my O2 contracts.  


My question is why isn't the other contract appearing in my O2 account? Is there something that can be done in order for me to see both of my existing O2 contracts?

Happy to give additional information if needed.

Thank you!

 

Best regards,

Ehl

Hello @Ehl ,

welcome to the o2 Community 💙.

If I understand this correctly you’ve had one contract with us that you then accepted an offer for together with a new phone. So you’d currently have one mobile contract and one for the phone, or is there another contract in the mix?
If it is just about the myHandy contract for the phone itself, these are always separate from the normal mobile contracts with their own account numbers. You can register the myHandy contract to mein o2 and then have access to the installment plan and everything else.

 

Kind regards, Sven

Hi @o2_Sven ,

 

Thank you for the quick response. Originally, I have 2 O2 Mobile M contracts (with different mobile numbers) linked to My O2 App using XXXXXX. I did “Vertragsverlängerung” to the other one. I chose the O2 Mobile M + a mobile phone package. The staff from O2 told me that in order to do this, I have to terminate the contract of that account, and so I did. He gave me a new sim and told me to wait for it´s activation. I also requested that I would like to keep my mobile number as is.

 

After the sim activation, O2 asked me to confirm my email address. I was not able to link it to XXXXXX so I registered a different email and everything went smoothly.

Upon opening My O2 App, I can only see one contract under my name. The O2 Mobile M + mobile phone (new contract) and the other one ,O2 Mobile M (no mobile phone) does not appear.

 

Are these two contracts supposedly separate, if so, how can I access the one with no Mobile phone contract? I could not login using XXXXXX anymore.

 

Best regards,

Ehl

 

Edit o2_Sven 15.02.2024/11:26: Removed personal information

Hello @Ehl ,

please don’t share any personal information like your email here in the Community, as the forum is public and viewable worldwide.
The new contracts probably ended up under a different customer number then you old ones, which is why you don’t see them both. You’d need to register with the newly made contract to access these then.

 

Kind regards, Sven
 

Hi @o2_Sven ,

 

Thank you for hiding my email. How can I register with the newly made contract? I already made a new one using a different email address and still only the new one appears in My O2 account. I do not have access to the other one anymore. 

 

Best regards,

Ehl

Hello @Ehl ,

the registration should be done with the phonenumber of the contract itself. That’s how a login is bound to a contract.

 

Kind regards, Sven

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