Cant login to update my payment

[Staceyleaa]

I am unable to login to my account to update my bank details for payments 

I can't call due to speech problems 

[Carley_S]

Hi @Staceyleaa 

Welcome back to the community forums 

Sorry to hear you're having issues accessing your online account. 

Can you explain what is preventing you from logging in? Is there any error messages at all that advises you of the issue?

[Staceyleaa]

Because it coming up with a message saying financial customer has a hard lock active

[Carley_S]

Ah okay. Thank you for confirming this @Staceyleaa 

Can you confirm, is this for a mobile or media (broadband, landline, TV) account please? 

[Staceyleaa]

Mobile 

[Megan_L]

Hi Staceyleaa,

Thanks for using the Community Forums to get your mobile bank details amended, I am sorry if the "Hard Lock" on your account has been causing some frustration 😥

The "Hard Lock" refers to the migration of your account from Virgin Media to O2 within a certain time frame, we can go into a PM and see whether the migration has gone ahead yet. 

If your number has been successfully moved over, you will need to ring O2 in order to get further help 😊 

I'll send you a PM now so we can check things out, speak soon!

Thanks,

Megan_L