Help and support
Fraud advice | Help & Support | O2
We will never call, text or email you and ask for a one-time code, password, or other security information you’ve set up on your O2 account.
If you’re suspicious about an incoming call from us, hang up, find the appropriate contact number (202 from your O2 phone) and call us back.
It's important to keep an eye out for all types of fraud. You can find more information on the Action Fraud website.
Fraudulent activity on your O2 account
If you think there's been some fraudulent activity on your O2 account, contact us immediately. This is known as Account Takeover fraud (also known as Facility Takeover and Account Hijack). It might not be fraud, but it's best to check.
Account Takeover is where a criminal gains control of your O2 account for two main reasons:
- intercepting communications – from your bank, email provider, or any online account that uses your mobile phone to reset passwords, such as social media or payment providers
- ordering upgrades, accessories or replacement sims, and applying for additional connections.
What should I look out for?
Fraudsters might call you for information to help them carry out the fraud. They often pretend to be members of O2 staff, and will be incredibly friendly. This is to try and convince you to give them your security answer, or a one-time code they’ve sent you in order to reset your My O2 online password, or change your address, or complete a sim swap, which is changing your sim card number to give them access to your phone number. They might keep calling you until they have all the information they need to impersonate you and make changes to your account.
Thankfully occurrences of this are rare, but it’s better to know about them.
Remember, we will never call, text or email you and ask for a one-time code, password, or other security information you’ve set up on your O2 account.
How does an Account Takeover happen?
Fraudsters use several techniques to perform an Account Takeover:
- sim swap – swapping your sim card number, which is connected to your mobile number, to one that’s in the criminal’s possession. This lets them receive all calls and texts intended for you. This is associated with banking fraud – taking money from your bank account. If this happens, always contact your bank as soon as possible, as well as us
- port out – taking your number to another network, so that the criminal gains control of your mobile number. In effect, it’s very similar to a sim swap
- Call Divert – diverting your calls to another number to receive any calls intended for you. This is generally associated with banking fraud
- lost or stolen number – reporting your number as lost or stolen, to stop you receiving texts and calls from O2, your bank, or another company or organisation
- address or email change – changing your address or email when ordering replacement sims (to enable banking fraud), or upgrades, accessories and new connections
- devices – ordering new phones, tablets and accessories to your home address, then trying to intercept the parcel from the courier – for example, by posing as you pretending to lock your front door, or your car. If they fail to intercept the delivery, they might pose as another courier trying to collect the parcel, telling you it was ‘delivered in error’
- resetting your My O2 password – using your phone to receive a one-time code, or a link by email, to your registered email address. You can avoid this by always using different passwords for your personal email, My O2 account, and any other online account.
What should I do if I suspect I’ve been a victim of fraud?
If you've had any texts, emails, letters or calls saying you've bought any of our products or services when you haven't, or if money has been taken from your bank account for something you haven't bought, you could be the victim of identity or impersonation fraud. This could happen if you’re an O2 customer or not. You should report any suspected fraud activity to us. Make sure you give us details of what's happened, including any police or action fraud crime number, mobile or account numbers you might have received correspondence for. And let us know your contact details, so we can get back to you.
If money has been taken from your account, or from a credit or debit account, let your bank or card provider know immediately, and they'll stop any further use. They'll also tell you how to get your money back. You should report this to Action Fraud straight away.
Received a suspicious email or text? Find out more about phishing and smishing.
You can find out more about fraud on these websites:
- Take Five to Stop Fraud – straightforward and impartial advice to help you protect yourself against financial fraud
- FFA UK - information about the various types of payment fraud, plus helpful tips and advice
- Action Fraud - the UK’s national reporting centre for fraud and cybercrime
- Get Safe Online – a resource for unbiased, factual and easy-to-understand information on online safety.