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02 Priority app and website

Joining in

Unable to sign in to 02 priority via Virgin media on the app, just goes in a continuous cycle of asking to sign in, then click continue then just keep just flashes up pictures and takes me back to start.  Have deleted and reinstalled app various times.  Also states an on website when I try that.  Any ideas how to fix this please?


Forum Team (Retired)
Forum Team (Retired)

Hello chocolatepenny, thanks for reaching out about your issues on our help forum today,

We're sorry to hear of this problem with the O2 priority App not launching or signing you in, currently.
Could you please also try this link from a pc/laptop browser and let us know if you can log on to your priority account without issues from there?

We're eager to assist further with this, please let us know more and we can advise.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi, I have tried that but Link just takes me to the same error I have been getting since last Thurs



There was a problem and we've been notified

Please wait a moment and try again. If the problem persists please come back and see us soon.

What's Priority


Priority is our way of saying thanks. It's exclusive to O2 customers and brings you great offers from high street brands, tickets and experiences, as well as access to the best in entertainment.

Get gig tickets early

Relax. You can get Priority Tickets to thousands of gigs and events across the UK, up to 48 hours before general sale.

Download the app

Get the free app for quick and easy access to Priority whenever you like. Select your app store or text PRIORITY to 2020.

Thank you for confirming this @chocolatepenny

Can you advise, are you using an IOS device or an android device for the app? We'll be able to assist further with troubleshooting steps with this information. 

Here to help 🙂
Virgin Media Forums Agent

I'm using IOS device for app.

Thank you for that @chocolatepenny

Please can you try these troubleshooting steps for your device with the app. 


  •  Try closing down (‘killing’ or ‘close all’) on your apps (swipe from bottom of phone to view all open applications)
    and then swipe up on Priority to dismiss it.
  • Try clearing the cache for the app > Open Settings, search for Safari, select Safari browser
    and scroll down > tap ‘Clear History and Website data’
  •  Try clearing the cache for browser. 
  •  Bypass the biometric method (after entering email address) and try entering your Virgin Media password > You should see 'Use Password' please click this. 

Let me know if any of theses steps have helped you gain access via the app. 


Here to help 🙂
Virgin Media Forums Agent

I also have the same issue as chocolatepenny. Have done what you suggested. Still cannot access O2 priority. Please advise 

Hi @SteveW4

Welcome to the community, 

Sorry to hear you're having the same issues. Can you confirm if you are using a android or apple device for the app and what error messages you are seeing please?

Here to help 🙂
Virgin Media Forums Agent

Apple I phone - click on priority app and select log in using virgin - click on and app restarts. If delete app and clear web history and reinstall app let’s me enter my email address, I then bypass biometrics and enter my virgin password and it either restarts the app or says encountered a problem, try again. If click try again nothing. Very frustrating. This 02 priority hasn’t been working since last Thursday 

Thank you for confirming that information @SteveW4

Can you please confirm the below information and I'll pass this onto the team for further investigation. 

• Which handset are you using?
• Which app version are you using?
• Which iOS version have you installed?
• What browser/default browser are you using?
• Do you have an active VPN, or security such as Norton/McAfee?
• Is the device rooted? (Have you removed software restrictions that are intentionally put in place by the device manufacture)
• Have you registered for a My Virgin Media account online and do you also have the
My Virgin Media app installed and if you do, are you able to log in and view your
account details (package etc) in the app?


Here to help 🙂
Virgin Media Forums Agent