Extras Partner FAQs | Account and billing | Help & Support | O2
Find out more about using your Extra
Help and support
How do I get the Disney+ Extra?
If you’re joining O2 or upgrading, you can choose Disney+ as your included Extra when completing your order online, in store or over the phone. If you’re already an O2 customer and you’re not ready to upgrade yet, you can add Disney+ as a paid Extra to your monthly bill – just go to My O2 or call us on 202 from your O2 mobile to get it added. You can get our Disney+ offer in My O2 by going to the ‘Offers’ or ‘Extras’ section.
Can I have Disney+ as an included or paid Extra if I’m already a subscriber?
Yes. As an existing Disney+ subscriber, you’ll still be able to choose a Disney+ promotion from O2 Extras (either one, three or six months on us if you join O2 or upgrade, or £7.99 a month and get £2 a month airtime discount during your contract term). Disney+ will get in touch shortly by email to let you know how to manage your subscriptions in order to avoid double billing. If you’ve got questions about how adding the Disney+ promo will affect your existing subscription, head to the Disney+ Help Centre.
Are there any special conditions for the Disney+ paid Extra?
You’ll need to commit to your Disney+ Extra for a minimum of six months. Other than that, it’s just the same as a normal Disney+ subscription. And don’t forget, we’ll give you £2 a month off your bill while you’ve got the paid Disney+ Extra.
When will the £2 airtime discount be added to my account?
When you sign up for the Disney+ paid Extra, we’ll send you a link to activate it. As soon as you’ve done that, we’ll add the £2 monthly discount to your airtime plan. If you add it part-way through a billing month, both the £7.99 monthly cost of the Disney+ Extra and the £2 discount will be added on a pro-rata basis.
After the 6-month minimum, will I still get £2 a month off my airtime bill?
Yes, we’ll give you £2 off your bill each month for as long as you keep the paid Disney+ Extra.
If I’m paying for the Disney+ Extra and I upgrade, can I get the included Disney+ Extra?
Yes. When you upgrade, you’ll have 28 days to choose your included Extra. You can keep your paid Disney+ Extra and choose a different included one, or you can choose the Disney+ Extra and we’ll cancel your paid one, along with the £2 monthly discount.
How many streams can I view at the same time?
You can stream Disney+ content on up to four devices at once. Downloaded content doesn’t count towards this total.
Can you have family accounts/multiple profiles on Disney+?
Yes, you can create up to seven profiles per Disney+ account, so everyone in the family can personalise their viewing experience.
Can I download films on my mobile device to watch offline?
Downloads are great for watching Disney+ when you’re on the go. You can playback downloaded content without an Internet connection.
You can download Disney+ content on up to ten phones or tablets using Apple or Android.
Can I watch Disney+ abroad?
When you’re abroad, you can watch any downloaded content in offline mode. If you’re online in a location where Disney+ is available, you’ll also able to watch any available content in that region. If Disney+ isn’t available where you are, you won’t be able to stream from Disney+, but you’ll be still be able to watch your downloaded content in offline mode.
- Amazon Music Unlimited
How many devices can I access Amazon Music Unlimited from?
You can have up to 10 devices authorised to your account. Each device can only be authorised to one account at a time.
If you just want to stream and purchase Amazon Music, you can do this in a browser without authorising the device.
Which devices can I access Amazon Music Unlimited from?
With Amazon Music Unlimited, you can listen anywhere, anytime, on all your favourite devices – smartphone, tablet, PC or Mac, Fire TV, Amazon Echo, multi-room speakers and in cars.
How many songs can I download to my device?
You can download up to 250 songs to your device.
Are there any parental controls?
The Amazon Music app has an Explicit Language Filter. But bear in mind that music can contain a mature theme, even if it’s not labelled ‘Explicit’.
The filter doesn’t bleep out or remove explicit lyrics from a song – it simply prevents the song from being played. It’s a default setting on kids’ labelled Alexa-enabled devices. In the Amazon Music app you can activate the Explicit Language Filter in the settings.
Can I make my playlists public?
Yes – tap the overflow menu and choose ‘Make Playlist Public’.
- Amazon Prime Video
How much content can I access?
Amazon Prime Video gives you access to thousands of popular movies and TV episodes. Critically acclaimed and award-winning Amazon Originals include The Boys, Good Omens, Tom Clancy's Jack Ryan, The Grand Tour, Hanna, The Man in the High Castle and The Marvelous Mrs. Maisel. There is also a range of content for kids, including Pete the Cat, Just Add Magic, and Kung Fu Panda: The Paws of Destiny.
Can I access content on multiple devices?
Yes, you can watch across multiple devices, including your smart TV, game console, mobile and tablet. See the full device list. You can stream up to three titles at a time using the same Amazon account. And you can stream the same title to two devices at a time.
Are there any additional charges for videos?
Some titles are available to buy or rent for an extra charge, in addition to the titles you have access to with your Amazon Prime or Prime Video membership.
Can I download movies and box sets to watch offline?
Yes, you can download to watch offline. Learn more about downloading Prime Video titles.
Are there any download limits?
You can download a title to two devices at a time. If you've already downloaded a title to two devices, you'll need to delete it from one of them before downloading it to another. Depending on your location, you can have a maximum of either 15 or 25 Prime Video titles downloaded at a time across all devices associated with your Amazon account. If a Prime Video title is not available for download, it may be available to buy or rent from Amazon Prime Video, and can then be downloaded to compatible devices.
Are there any expiry dates?
You typically have 30 days to begin watching a video after you've downloaded it. And once you've started watching it, you typically have 48 hours to finish it. After your Amazon Prime or Prime Video membership or promotional trial expires or is cancelled, you can't watch any Prime Video titles unless you've rented or bought them.
How many audiobooks can I access?
You can access over 400,000 audiobooks, plus Original Podcasts. Each month you’ll get a credit. You can then redeem this credit on any audiobook, regardless of its length or price. Original Podcasts are free for Audible members, so you don’t need to use credits to redeem them.
Which devices can I access Audible from?
You can access Audible from any of the following devices:
- iPhone, iPod (Touch and Classic) and iPad
- Android phones and tablets
- Windows phones
- Kindle Fire tablets
- Kindle Oasis (9th Gen)
- Kindle Oasis (8th Gen)
- Kindle 8th Gen
- Kindle Keyboard and Kindle Touch
- Sandisk MP3 players
- Creative MP3 players
- VictorReader Stream
- BrailleNote and Apex BrailleNote
- Garmin and TomTom GPS devices
- Mac and Windows computers
Can I only use one credit a month?
With your membership, you’ll get one credit each month. If you find yourself running out of credits too quickly, you can switch your membership plan to one that includes more credits, or you can buy extra credits online.
You’ll only be eligible to buy extra credits online if you’re an active Audible member and you’ve been on the same membership plan for at least three months. You’ll also need to have one or no remaining credits on your account. And if you’re on an annual plan, you’ll need to be at least 30 days from your next billing date.
If I have a subscription for 12 months can I use all the credits at once?
No, you’ll only be able to use one credit a month.
Are there any age restrictions on content?
There aren’t any age restrictions on specific content. But according to Audible’s terms and conditions, under 18s will need a parent or guardian involved.
Do I have access to free audiobooks?
You’ll have access to all of the Audible Original Podcasts, free of charge.
What happens if I don’t like the audiobook I’ve chosen?
If you’re unhappy with your audiobook, you can return or exchange it easily as long as it’s within 365 days of the original purchase.
To return an audiobook, sign in to your Audible account. Tap ‘Menu’, then ‘My Account’, then ‘Purchase History’. Choose the audiobook you’re unhappy with, tap ‘Return’, then choose the reason you want to return it.
Audible might limit how many audiobooks you can return online. This limit varies based on the number of returns you’ve already made, and the timing of your return. When online returns are not available, you can contact Audible directly to return your audiobook and find one that’s a better fit.
Is there any time limit on exchanging an audiobook?
You can return or exchange an audiobook as long as it’s within 365 days of the original purchase.
When my subscription ends can I still keep my audiobooks?
Yes. Any audiobooks you’ve redeemed with your credits are yours to keep, even if you end your subscription.
Are new publications available immediately?
Pre-ordered titles and new titles tend to go live at around 8am on the launch date.
How do I buy audiobooks on an iOS device?
To buy audiobooks on your iOS device, whether using your Audible credits or cash, you’ll need to go the Audible website. You won’t be able to make purchases using the Audible app. Once you’ve bought your content, it will be available to download from your library in the Audible app on your iPad, iPhone, or iPod touch.
What is Cafeyn?
Cafeyn is a pioneer and leader of digital information streaming in Europe. They create a haven of information that connects people to the content they value most, whether their purpose is to read the latest news, be entertained or follow their personal passions.
What does my subscription include?
Unlimited access to hundreds of magazine and news titles, including the most popular ones. You can download and read them whenever and wherever you want.
Will the magazine catalogue change during my subscription?
Cafeyn tries to retain all titles in the service, but as it is dependent on licensing agreements with its publishers, the catalogue in the unlimited offer may change. Cafeyn's aim is that the catalogue grows over time.
Which magazines are available on this offer?
There are hundreds of titles included in the offer.
Is the O2 subscription different to what Cafeyn offers directly?
It's the same subscription.
Can I buy additional magazines on top of those on offer via O2?
All the titles available in the service via O2 are already included in the subscription, so you won't be able to buy any more.
If I move to the chargeable O2 subscription, will the catalogue stay the same?
Yes, it will stay the same.
How do I cancel my O2 subscription to Cafeyn?
Just contact us to cancel your subscription.
Is there a limit to how many magazines I can download?
You can download as many as you like.
Can I download magazines to read when I have no internet connection?
Yes, you can.
Which devices can I read my magazines on?
You can read your magazines on your mobile, tablet, PC or laptop.
Can I view my magazines while abroad?
Cafeyn doesn't have any restrictions on using its service abroad, however some countries may restrict local access to digital press services.
Will my access to view the magazines expire?
No, you can take your time.
Can I access back copies of magazines?
Yes, you can.
Can I share access to magazines?
Access to the titles in the service is for subscribers only.
Can I access downloaded magazines on multiple devices?
Yes, you could access them on your mobile and your tablet, for example.
If I am an existing Cafeyn subscriber, can I still redeem this offer?
Yes, but you would have to use a different email address.
Do I need a VR headset to use MelodyVR?
No, you can use MelodyVR on your phone through the iOS or Android app. You’ll be able to watch shows, moving your phone around for a full 360 degree view.
Or you can use it with an Oculus or Samsung Gear VR headset, for a fully immersive experience.
Whether you’re using it through your phone or headset, you can use MelodyVR’s unique Jump Spots feature. It lets you move around, watching the performance from the front row, the middle of the crowd, or even side-of-stage.
Are all the concerts live?
There are a few types of performances:
- Catalogue performances - live shows, ready for you to watch at your leisure.
- Original experiences - intimate sessions and interviews shot with artists in far-flung locations.
- Live shows - concerts which you can stream in real time, so you can enjoy all the features of MelodyVR as the action happens.
Do I have to pay to view any of the concerts?
You’ll have unlimited access to the MelodyVR catalogue of performances and the full range of original experiences. For live shows, you’ll need to pay for a virtual ticket.
How long do I have access to view a concert?
You can watch the content in the MelodyVR library as many times as you like during your subscription period.
If I pay to watch a concert can I access it after?
If the concert is made available on MelodyVR after the live stream has finished, you’ll be able to access it as part of your subscription. But some shows might only be available live and as they happen.
Do I need to be on wifi?
MelodyVR works without needing to be on wifi. For the best streaming experience, we’d recommend an internet connection speed of 12-15 Mbps.
Are there any medical exclusions that prevent me using the app?
If you’re browsing through the app, or watching MelodyVR shows on your device, it’s just the same as watching any other video on your phone. If you have any concerns about watching through a VR headset, it’s best to speak to your doctor. You can find out more about health and safety in the MelodyVR terms and conditions – 9.B. We’d also recommend reading the health and safety guidelines for the device you’re using.
How many new concerts are available every month?
MelodyVR release multiple shows every month. Follow them on Instagram and Twitter to be the first to hear about the latest shows, original videos and live events.
Where can I use the MelodyVR app?
You can use the MelodyVR app in the following countries:
- The Netherlands
What do I get as part of my Calm Premium package?
Calm Premium unlocks the full library of meditations, stories, music, and other features. You can access everything through the Calm mobile app, available on iOS and Android, or at www.calm.com.
The Premium subscription includes:
- An original Daily Calm each day
- Hours of guided meditations covering sleep, anxiety, stress, gratitude and much more
- More than 150 Sleep Stories, with a new story added each week
- Exclusive music tracks for Focus, Relaxation, and Sleep
- Masterclasses featuring world-renowned mindfulness expert.
Are there any additional purchases available in the Calm app?
No, there are no additional purchases available.
Are there any restrictions to using the Calm app?
You can download the Calm app from the iTunes App Store or Google Play store. It's compatible with most iOS (Apple) and Android mobile devices. If your smartphone or tablet doesn't use either of these app stores, you can still access the full library of content by going to www.calm.com.
A limited Calm experience can also be accessed via Apple TV, Google Home, Sonos, Apple Watch, and Android Wear.
Apple devices with iOS 9 or below and Android devices with Android 5 or below may struggle to run Calm, due to the limited amount of internal memory available.
Can I redeem my voucher if I'm already on a Calm trial offer?
If you're already on a Calm trial, you'll need to cancel that trial and wait for it to end before redeeming your O2 voucher.
Do I have to pay for Masterclasses?
No, masterclasses are included in your subscription through O2.
Can I use Calm on multiple devices?
Yes. Once you've created a Calm account on one of your devices, just make sure you're logged in with the same email address on your other devices.
Using the iPhone or Android app:
To create a profile or sign in on the Calm app, tap the 'More' button and then tap 'Profile'. On the Profile page, tap 'Sign up or Log in'.
Using the website:
You can sign in to your account by going to www.calm.com/login.
Which devices have a restricted service?
Apple devices with iOS 9 or below and Android devices with Android 5 or below may not have enough internal memory available to run Calm. And the Calm experience is also limited if you're using Apple TV, Google Home, Sonos, Apple Watch, and Android Wear.
Can I download content for offline use?
All content, except the Daily Calm, can be downloaded to listen to offline. Tap on the program you'd like to listen to and you'll see a download cloud icon in the top corner of the screen. Tap that icon to download the program. If the download is successful, you'll see a tick in the middle of the cloud icon, to indicate the download has been completed.
Can I use Calm outside of the UK?
Calm can be accessed from anywhere, as long as you've got an internet connection or you had one when you downloaded the content.
Can I use the Calm app on multiple devices at the same time?
The Calm app is not designed to be used on multiple devices at the same time. But it is possible to do so, so go ahead if that's what works for you.
Do I need to have the latest software on my device?
If you're using an Apple device with iOS 9 or below or an Android device with Android 5 or below, it may not have enough internal memory available to run Calm.
What are the benefits of McAfee Security Plus?
Simple security that's always available. Connect to public and private wifi networks without any worries, shop and browse the internet securely, protect your personal media files and recover your contacts if your phone is lost or stolen.
I’ve had McAfee security before. Can I still take this with O2?
Yes, it’s no problem if you’ve had McAfee security before. If you’ve still got the app, you’ll just need to delete it and download it again. You may also need to copy and paste the activation code that you’ll be given when you download the app.
What does McAfee Security Plus cover me for?
It provides a comprehensive mobile security and VPN service, protecting your privacy when you connect to pulbic wifi. It's smple to install, protects you from digital threats, and warns you about any risky websites. It gives you complete security and connectivity for your smartphone or tablet.
What is McAfee Mobile Security Standard?
It's simple to install, protects you from digital threats, and warns you about any risky websites. The Standard version doesn't include the VPN (Virtual Private Network) functionality.
I'm getting an error message on the McAfee site saying 'this page no longer works'.
This could be due to a number of reasons:
- Your 28 day redemption period has expired. Give O2 customer services a call on 202 from your mobile.
- You've already redeemed your McAfee extra. Sign in to your McAfee account
to access this extra and manage your account, or download the app to your device. There could be an error with your activation link. Give O2 customer services a call on 202 from your mobile. There may be a technical issue with the site. Visit the McAfee support page or call 0800 0287581 and let them know you're an O2 customer. What devices can I use it on?
You can use it on iOS 10.0 or later, or Android 4.2 and up.
I have an iPhone what else does McAfee Security Plus cover me for?
McAfee Security Plus for iPhone also features:
System Security Scan - secure wifi scanner Anti-Theft Protection Media and Photo Vault - protects your photos, videos and stores content in a secure vault protected with a pin Contacts backup Safe Web – tells you about any dangerous websites Unlimited Wifi Guard (VPN) - protect your privacy when you connect to public wifi How many devices can I download this onto?
You can only use it on one device at a time.
If I lose or change my device can I still use it?
Yes, you can swap the service to a new device if you want. Manage your devices.
Is it just for phones or does it also cover tablets?
You can use it on compatible iOS or Android phones and tablets.
Does this have parental controls?
There are no specific parental controls, but you can put it in guest mode on Android devices to protect certain apps.
What is guest mode?
This lets you control which apps people using your devices can see.
Does it protect your device on wifi?
Yes. Safe Wifi will alert you to unsecured wifi networks and protects from ARP Spoofing (on Android). On iOS, Secure Wifi analyses networks for security and lets you know when you're connected to unsecure hotspots and wifi. Wifi Guard is a VPN that safeguards your online activities and protects you privacy when you're connected to public wifi.
What happens if you get hacked?
You might see:
Performance differences Mystery apps or data Pop-ups or strange screen savers. You can start by deleting any apps or games you didn’t download, erasing risky messages, and running mobile security software, if you have it. Warn your contacts that your phone might have been hacked, and to ignore any suspicious links or messages coming from you. If the problem still doesn’t go away, try restoring your phone to its original settings. Search online for instructions on how to do this on your particular phone and operating system. Get in touch with the McAfee support team if you need more help. What if it stops an email that's ok?
The service won’t stop email, it will let you know if you click on links that could be malicious.
If it wipes data how do you restore it?
If you've backed up your data for your Android device, sign in to recover your data
. How does app privacy work?
You can securely lock apps with sensitive content. Is it 24/7 phone or email support? Yes. If you need help, call 0800 0287581 or visit McAfee support
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