FAQs

• Registering for Priority

  1. My mobile code never arrives. Why?

  Firstly, double check you're putting the right mobile number in.

  Then check you've got a signal. If you have, ask for another code .

  If it still doesn't arrive, it could be that our code-sending service is swamped. In which case it's best to come back a bit later and try again.

  2. I'm with O2, but when I try to sign up, it says I'm not. Why?

  If you've got an O2 mobile and you're putting that number in, it might be because you transferred the number from another network recently and our database hasn't caught up yet. It should work in a few days, at most.

  If you don't have an O2 mobile and you're with us for home broadband, make sure you're using the mobile number you gave us when you signed up. If you signed up quite recently, it can take 14 days to add you to our database, so you might need to wait a few days. Please note if you are a home broadband customer you will only be able to access our Priority Moments and Priority Tickets offers which are available on this website.

  3. I've got my mobile code, but it doesn't work. Why not?

  First, check you're putting the right code in. A 1 can look like an I, for instance, or a 2 like a Z.

  You can only use each code once, so make sure you haven't used it already.

  If it's not that, ask for a new one.

  If the new code doesn't work either, it's probably us. Our system might have gone down. Check back in a little bit and hopefully it'll be up and running again.

  4. I'm registered but my password's not working. Why not?

  Are you definitely using your Priority password? It's different from the one you use for My O2.

  If it's still not working, change your password .

  5. I've forgotten my password.

  Don't forget that your Priority password is different from the one you use for My O2.

  If it's still not working, change your password .

  6. I'm trying to sign in but I keep getting an error message.

  Are you putting in the right mobile number and password? If you've got a mobile with us, you should be putting in your O2 mobile number.

  If you've got O2 broadband, it should be the mobile number you gave us when you signed up. It doesn't have to be an O2 mobile. Remember the non O2 mobile will only work on this website for Priority Tickets and Priority Moments and not on the mobile apps.

  If you've changed your mobile number since you got O2 broadband, you'll need to email us your new details .

  And it has to be a mobile, not a landline.

  If it's not either of those things, the system might be down. Try again in a few minutes.

  It might be that you haven't actually signed up for Priority yet. It's different to your My O2 account - you have to have a separate username and password for Priority. You can register here .

  If you're definitely registered, it might just be that the system's down. Try again in a little while.

  If nothing works, drop us a line . We'll get back to you as soon as we can.

  Or you can call:

  4445 from your O2 mobile if you're on Pay & Go

  202 from your O2 mobile if you're on Pay Monthly

  0800 230 0202 (free from landlines) if you've got O2 broadband. Or email customer.service@o2broadband.co.uk .

  7. How to disconnect from Facebook & Twitter

  To disconnect from Facebook login into your Facebook account and go to Account > Privacy Settings > Edit your settings (under applications and websites) select Priority and then click on Remove Application.

  To disconnect form Twitter: Login into your Twitter account and go to Settings > Connections. Then revoke access for "Priority".

• O2 customer perks

  1. What other benefits do I get as an O2 customer?

  As an O2 customer you come first. So we want to make sure you feel that way whenever you're at The O2, any of the O2 Academy venues across the UK, or any other O2 event. That's why we've got some special perks for you.

  Perks at O2 Academy venues and The O2

  To find out more about perks for O2 customers, go to http://www.o2priority.co.uk/Perks

  2. Can I get any freebies at The O2 for being an O2 customer?

  On arena event nights you can visit our exclusive O2 lounge and the O2 blueroom bar with up to three friends (subject to capacity). Find an O2 angel when you get to the venue to find out how. They can also update on any other activity happening at the event too. Go to o2.co.uk/terms for full details and terms.

• Competitions

  1. Who do I contact about a ticket I won through a competition with O2?

  For all enquiries about O2 competitions please contact theeventsteam@o2.com .

• About Priority Tickets

  1. What are Priority Tickets?

  These are tickets offered only to O2 customers to buy up to 48 hours before general release. Because you come first.

  These tickets are for The O2 arena, 15 of the O2 Academy venues and many more gigs and events across the UK. There are usually a limited number of Priority Tickets and they're sold on a first-come, first-served basis.

  2. Which gigs and events have Priority Tickets?

  You can get your hands on Priority Tickets for most events at The O2 arena and for gigs at 15 O2 Academy venues across the UK:

  • O2 ABC Glasgow
  • O2 Academy Bournemouth
  • O2 Academy Brixton
  • O2 Academy Birmingham
  • O2 Academy Bristol
  • O2 Academy Glasgow
  • O2 Academy Islington
  • O2 Academy Leeds
  • O2 Academy Leicester
  • O2 Academy Liverpool
  • O2 Academy Newcastle
  • O2 Academy Oxford
  • O2 Academy Sheffield
  • O2 Apollo Manchester
  • O2 Shepherd's Bush Empire

  We'll also have lots of Priority Ticket offers for other live music events, sporting events and festivals throughout the year. To find out more, go to the Priority homepage .

  3. How do I find out which events have a Priority Ticket offer?

  You can find details of all Priority Tickets offers on Priority.

  To see what's on, search for events on the Priority home page .

  And if you tell us about your favourite bands and artists, you'll get Priority Ticket alerts for them, by text, email, Facebook or Twitter. That way, you know whenever one of your favourites is playing at The O2 or your local O2 Academy.

  You can get also Priority Ticket alerts by registering online or on your phone. Just let us know what events you're interested in, eg, Music, Sport, Film and TV or Family Attractions.

  To register by phone, text PRIORITY to 2020 from an O2 mobile. To register online, visit Priority , log in by entering your mobile number and complete the form.

  Once you've registered your interests on Priority, we'll send you up to three emails a week for The O2 with upcoming Priority Ticket offers for events you might be interested in. However, we won't be able to tell you about all the Priority Ticket offers, as there'll be around 5,000 events per year. It's best to check regularly for full details of current Priority Ticket offers. Please check Priority .

  4. When will Priority Tickets be available?

  Priority will have details of all current Priority Ticket offers. Priority Tickets will be available to purchase during a specified period of time or until they're all sold out.

  Priority Tickets are usually available up to 48 hours before general release.

• Buying Priority Tickets

  5. How do I buy Priority Tickets?

  O2 customers can buy Priority Tickets online by going o2.co.uk/priority . On the page there will be links out to the ticket purchase page on Axs.com, Ticketweb, or Ticketmaster for O2 Apollo Manchester tickets. You can only buy Priority Tickets while the offer is running and if they are still available.

  6. How many Priority Tickets can I buy?

  You can buy up to six tickets for each event. It may be less, depending on the event. It's always best to check the terms and conditions when you click through to purchase the tickets.

  7. Are tickets for The O2 being sold on secondary sales websites?

  The O2 partners with StubHub for secondary tickets sales in the UK. All tickets that are sold-on other than via a ticketing partner are invalid and will be made void by the venue wherever possible.

  There is a dedicated tout team at The O2 that works towards stopping ticket touting both in person and online. The O2's customer services team also offers seven-days-a-week advice to victims of ticket touting. Call 0208 463 3359.

• Problems buying Priority Tickets

  8. The website isn't working - what do I do?

  This may be due to high traffic on the site, so please keep trying.

  9. I have a question regarding my Priority Ticket booking, who can I contact?

  If none of the above has worked, please contact the relevant customer service department for problems with purchase confirmation and dispatch updates:

  For The O2 please contact Axs.com

  For The O2 and O2 Apollo Manchester please contact Ticketmaster

  For O2 Academy venues (except O2 Apollo Manchester) please contact Ticketweb

  For music concerts at non O2 venues please contact Ticketmaster or See Tickets

  AXS.com

  AXS.com sells tickets for The O2, other O2 and non O2 venues that support O2 Ticketing Priority. Your booking reference will be in the format: 025-000 1345. For AXS enquiries please visit Axs.com If you cannot find what you are looking for there contact the support team supportuk@axs.com

  TICKETMASTER UK

  Ticketmaster looks after bookings for The O2, O2 Apollo Manchester and non O2 venues made through O2 Priority.

  For all purchases with the booking reference number format 12-34567/UK1, your order is with Ticketmaster UK. Please search Ticketmaster's Frequently Asked Questions for answers to the most common enquiries. If you don't find your answer there, you can contact Ticketmaster's online customer service team by using their Ask A Question function on each search result page.

  To review your Ticketmaster account containing all purchase information, please log in to your account for assistance.

  TICKETWEB

  For all purchases with the booking reference number format 1A2B3CDE, your order is with TicketWeb. Your booking reference number will be a combination of 8 letters and numbers. Please search TicketWeb's Frequently Asked Questions for answers to the most common enquiries. If you don't find your answer there, you can contact TicketWeb's online customer service team by using their Ask A Question function on each search result page.

  You can check the status of your TicketWeb order here .

• Availability of Priority Tickets

  10. Priority Tickets aren't available. Have they all sold out?

  There are only ever a limited number available, so it's likely that all the Priority Tickets have been sold. You can try and get General Tickets instead.

  11. When I go to buy tickets, they have always sold out. I don't feel like a priority as I missed out on tickets.

  We really hate to disappoint, but tickets are sold on a first-come, first-served basis. Priority Tickets give O2 customers the chance to buy tickets up to 48 hours before general release. There are only a limited number of Priority Tickets available for each event, so tickets are not always guaranteed.

  If the Priority Tickets have sold out, you can still try to buy General Tickets.

  12. What happens when Priority Tickets go on sale at the same time as General Tickets?

  The Priority Tickets are still exclusive to O2 customers. They will be available throughout the offer period or until they are sold out. Priority Tickets are sold on a first-come, first-served basis. You can also try to buy General Tickets.

• Priority Tickets Alerts

  13. I have registered for Priority Ticket alerts but I am not getting any

  You may have entered an incorrect mobile number or email address, so you may need to re-register. Try this first. Registration may take up to 48 hours to process.

  If you haven't already logged in, sign in to O2 Priority to receive confirmation of registration. Check 'Your interests' to see which alerts you asked to receive when you first registered. Then re-select and update your preferences to start receiving alerts for Priority Tickets.

  We don't send you an alert for every O2 Academy event, instead you will only get one updates email per week for events at O2 Academy venues.

  14. How do I stop receiving Priority Ticket email and text alerts?

  To stop receiving Priority Ticket email alerts, just click the 'unsubscribe' button on the latest email you've received from us.

  To stop receiving Priority Ticket text alerts, follow the opt-out instructions at the end of the latest text you've received from us.

• Seating and Access

  15. If I buy a Priority Ticket, will I get the best seat in the house?

  Priority Tickets don't guarantee the best seats. However, when booking your Priority Tickets, you'll have the option to choose where to sit from the range of seats available.

  16. I bought Level 4 tickets during the Priority Ticket sale period, which were the 'best available'. Why are there better General Tickets available now?

  A wide range of seat types are allocated as Priority Tickets for each show. O2's Priority Ticket offer does not always guarantee access to the best seats. If you don't like the 'best available' Priority Tickets, you can try to buy alternative tickets through the general public sale.

  17. How can I book disabled access Priority Tickets for The O2 arena?

  The O2 arena operates a dedicated disabled access booking line.

  Tel: 020 8463 3359
  Customers outside the UK: +44 208 463 3359
  Typetext: 18001 020 8463 3359
  Email: access@theo2.co.uk

  Phone line opening times differ on priority on sale dates. See event details for timings.

  Seating configurations may change between events, so we recommend you call The O2's dedicated disabled access line to discuss your seating requirements.

  For further information on access at The O2 please see www.theo2.co.uk

• Mobile Tickets

  18. What is a mobile ticket?

  It's a new way to get your ticket to an event from Ticketmaster. It will appear on your phone in a barcode format.

  19. Why would I want a mobile ticket instead of a paper ticket?

  It saves on having tickets posted to you and saves you having to collect them from the box office.

  20. How long does it take to receive a mobile ticket?

  The barcode will be sent to your phone within 24 hours of buying your ticket.

  21. What if I lose my phone or it's stolen and I need to get a new mobile ticket?

  Whatever your reason for needing a replacement mobile ticket, just call Ticketmaster on 0870 242 4442. They will cancel the original mobile ticket and send you a new one at no additional cost.

• About Priority Moments

  1. Can I redeem offers on www.o2priority.co.uk?

  Priority Moments is primarily a mobile service, however there are a few opportunities to redeem offers through your computer on this website .

  2. Is Priority Moments a free service?

  Yes it is. Priority Moments does not charge you for offers (although when using the service, your data usage will be charged at the rate according to the data agreement or package you have).

  3. Is Priority Moments available on networks other than O2?

  No. It's exclusive to O2 mobile customers.

  4. Will Priority Moments work on any handset?

  Priority Moments will work on any handset, so long as it has data connection. The first time you use Priority Moments, it will automatically work out what sort of phone you have and tell you the appropriate way to access the service (via a downloadable app or the mobile web). Mobile web not set up? Or not sure if your phone can browse the web? Text ACTIVE to 2020 .

  5. How do I become an O2 customer?

  The easiest ways are to go to o2.co.uk or to pop in to your nearest O2 shop on the High Street.

  6. Do you get charged for data when using Priority Moments on my handset?

  Any data usage will be charged at the rate according to the data agreement or package you have.

  7. What parts of the country does Priority Moments work in?

  Priority Moments will work anywhere in the UK, so long as you have adequate reception.

  8. What happens if I lose my phone?

  If you keep the same number on your replacement phone, you will need to re-register for the app. You will however lose any saved vouchers. Don't forget, you can always access the service via the mobile web.

  9. How come I occasionally find an offer that is considerably more valuable than others?

  All our offers are great; some are even greater! We do like to keep you on your toes.

  10. Does Priority Moments work on WAP in addition to mobile web?

  Yes it does, so you're always able to access Priority Moments wherever you have data reception.

• About Priority Sports

  1. What is Priority Sports?

  Giving O2 customers exclusive access to some of the very best products, service and experiences.

  Android users can download the app while iOS users will be able to access a mobile web app. You'll then know what offers and experiences you can get, and when you can get them.

  2. How do I download the Android app?

  Text SPORTS to 2020 or search for O2 Priority Sports on Google Play.

  3. How do I access the mobile web app?

  Text SPORTS to 2020 or visit sportsapp.o2.co.uk on a compatible handset.

  4. Can I redeem offers on www.o2priority.co.uk ?

  No. Priority Sports is primarily a mobile service, however the ability to redeem offers through your computer will be available soon.

  5. Is Priority Sports a free service?

  Yes it is. Priority Sports does not charge you for offers (although when using the service, your data usage will be charged at the rate according to the data agreement or package you have).

  6. How often are the offers updated?

  We'll be constantly updating the offers, some will be updated monthly and some on a weekly basis. The best thing to do is check in regularly so you don't miss out.

  7. Is Priority Sports available on networks other than O2?

  No. It's exclusive to O2 mobile customers.

  8. Will Priority Sports work on any handset?

  Priority Sports Android App will only work on Android running 2.2 or greater so long as it has data connection. Priority Sports mobile web app is supported on iOS 4.3 or greater so long as it has data connection. No other devices are supported. The first time you use Priority Sports, it will automatically work out what sort of phone you have and tell you the appropriate way to access the service.

  9. How do I add the Priority Sports mobile web app to my iPhone homescreen?

  When you arrive on the offer list screen after registering tap the middle button on the bottom navigation bar. Select 'Add to Home Screen' on the pop up menu.

  10. Do you get charged for data when using Priority Sports on my handset?

  Any data usage will be charged at the rate according to the data agreement or package you have.

  11. What parts of the country does Priority Sports work in?

  Priority Sports will work anywhere in the UK, so long as you have adequate reception.

  12. What happens if I lose my phone?

  If you keep the same number on your replacement phone, you will need to re-register for the app. You will however lose any saved vouchers. Don't forget, you can always access the service via the mobile web.

  13. How come I occasionally find an offer that is considerably more valuable than others?

  All our offers are great; some are even greater! We do like to keep you on your toes.