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0345 413 6299

Order Hotline

0345 413 6299

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    Available 7 days a week.

    Security ID Checks

    We run a set of checks on your details to prevent credit card fraud and identity theft. We sometimes request ID documents to help verify your details. Once we’re happy to continue, the network runs its own security and credit checks.

    Only if we’ve contacted you requesting them. We ask some of our customers to supply ID documents to help verify their details.

    Send a photo or scan of your documents to us at [email protected]. See below for details.

    ID Documents

    Photo or Scan

    avoid glare from lights!

    Attach to email

    include order number in subject

    ID Documents

    Send

    [email protected]

    Option 1: UK Driving Licence

    ID Documents

    1) Full or provisional UK licence
    2) Just the photo card (no counterpart)
    3) Address matches your billing address

    Or

    Option 2: Passport and Bank or Utility Statement

    Passport Requirements

    ID Documents

    1) Visibility of the entire photo page
    2) Signed
    3) Within date
    4) Printed (not written)

    Bank Statement Requirements

    ID Documents

    1) Dated within the last 12 weeks
    2) Visibility of your name and address
    3) Visibility of your account number and sort code
    4) Visibility of your end balance
    5) Visibility of your agreed overdraft limit (if account is overdrawn)

    Utility Bill Requirements

    ID Documents

    1) Dated within the last 12 weeks
    2) Gas, electricity, water, landline telephone, TV licence or council tax bill
    3) Visibility of your name and address
    4) Visibility of bill amount



    Note: If you don’t have the ID documents we’ve requested, consider buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.

    As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify.

    Please send a scan or photo of your ID documents to [email protected], quoting your Order Number in the email.

    Once you email your ID documents to [email protected], we’ll email you back straightaway to let you know we’ve received them.

    If you don’t have the ID documents we’ve requested, consider buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.

    We’re only able to accept ID documents that are registered to your current address (the same address on your order).

    We reserve then immediately return £2.50 when you place an order. It could take up to seven days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.

    Yes, we’ll immediately refund any payments you’ve made. This could take up to seven days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.

    No, we’re only able to process your order if you pay using your own debit or credit card.

    We accept the following cards: American Express, Maestro, MasterCard, MasterCard Debit, Visa and Visa Debit.

    No, Direct Debits must be set up in the same name that the contract is taken out in.

    Yes, otherwise we can't connect your mobile phone to the network.

    The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.

    My O2 App: iOS | Android

    Three App: iOS | Android

    My Vodafone App: iOS | Android