FAQ

Instant Winners - All you need to know

1. What prizes are available to win?

   By entering the Promotion on (30/10/19), an entrant could win the Holiday for Two People to Mexico.
   
   There is only ONE Holiday to Mexico to be won. The seven-day trip will need to be taken in November 2020 for the tour, 'Mexico's Day of the Dead’ in Oaxaca.
   
   The winner must be able to accept these T&C's and the terms of the Instant Winners promotion and must both adhere and travel on the allocated dates to be eligible as the winner of the Prize. At least one member of the travelling party must be 18 years old.
   
   The Prize includes return flights from London to Oaxaca, accommodation, meals (six breakfasts, one lunch), transport between destinations and to/from included activities (private vehicle) and activities as detailed in the itinerary. The trip must be booked before 15/12/19, and the travel dates are from the 28/10/20 - 03/11/20 (unique departure date available). Prize applies to the listed itinerary only, and it excludes optional or additional services not expressly included in the itinerary, such as transfers, pre/post-tour accommodation, 'My Own Room', insurance, amendments, and all incidentals, meals, gratuities, taxes, fees, levies, and transportation not expressly included in the itinerary.
   
   The Prize is subject to the winner agreeing to G Adventures' booking terms and conditions, found here: https://bit.ly/2LX3t1G.
   For more info on the trip, please visit https://bit.ly/2ARkNPb.
   
   OR
   
   By entering the Promotion on (30/10/19), an entrant could win one of 5000 Mexican Cookbooks.
   
   There are 5000 Mexican Cookbooks to be won.
   
   Prize consists of one copy of the cookbook: 'Mexican: Delicious Mexican Recipes for Amazing Mexican Cooking (2nd Edition)' - it includes free delivery. No cash alternative.
   The winner is fully responsible for inputting correct contact details to ensure accurate delivery - no returns or exchange for any other products. Winners will be drawn on Wednesday 30/10/19. Winners will receive an email confirmation if they win, containing a Unique Code and URL directing them to a microsite.
   
   Upon entering their relevant information and accepting T&Cs, they'll be sent their Mexican Cookbook within 3-5 days.

2. How does it work?

   There is one prize Entry Window during the Promotion Period on 30/10/19. The Entry window starts at 12:00pm (midday) and ends at 21:59pm.
   
   To enter, head to the Priority App once during the Entry Window to get your Unique Code. You’ll only be able to view your Unique Entry Code until 21:59pm on the day.
   
   Enter by (i) clicking the ‘Use now’ button in the Priority App to reveal your Unique Code and (ii) adding the Unique Code on the Instant Winners site, along with your details and clicking ‘Submit’. To win, you need to correctly enter during a mystery, pre-determined ‘winning moment’ or as close as possible after. In the event that two entries are submitted in the same millisecond, prizes will be allocated on a ‘first past the post’ basis. No other method of entry is valid. You can only enter once per prize window. If you win, you’ll be alerted instantly with a winning notification alongside next-step details and/or a confirmation email, sent to your registered email address within minutes.

3. How can I enter?

   Open the Priority App during the Promotional Period. Select the live offer, then tap ‘Use now’, follow the link and paste your Unique Code along with your name, O2 mobile number and email address in the boxes provided. Then to enter, tap 'Submit'.

4. I can't find my Unique Entry Code, where is it?

   Open the Priority App, select the live offer, tap ‘Use now’ and this will reveal your Unique Code.

5. The Unique Code I entered is not recognised

   You can only use the Unique Entry Code once.
   
   Your Unique Code will not be recognised if:
   
   1. You’ve entered the Unique Entry Code incorrectly. Initially, try to copy and paste your Unique Code to reduce issues with this. In most cases, the Unique Entry Code is automatically copied to your clipboard, so when you tap ‘Go to site’, it is ready to paste into the relevant box.
   
   2. You have already used the Unique Entry Code during a previous prize window. You will only be provided with one Unique Code per prize window of the Promotion Period. That code is only valid for that particular prize window and cannot be used at a later date.
   
   If you believe you have entered the correct Unique Code and are certain that it hasn’t been used already, please send your query along with your full name, O2 mobile number, email address, the Unique Code and time/date of entry to help@priorityinstantwinners.o2.co.uk and we will investigate as soon as possible.

6. What happens if I win?

   First of all - congratulations! If you are one of our lucky Instant Winners, you'll receive an email confirmation within minutes of seeing your winning notification. Remember, it’s important that you ensure the email address that you submit your entry with is 100% correct, to ensure the confirmation email reaches you correctly if you win.
   
   For the Holiday for two to Mexico prize, the email you’ll receive if you’re a winner will contain a placeholder message, stating the following;
   
   "Congratulations on being selected as the Instant Winner for the Holiday to Mexico. Due to the high-value nature of the Prize we need to conduct some quick checks to verify you as an eligible O2 customer.
   
   This won’t take long and as soon we’re done, you’ll receive a call from O2 and your confirmation email with instructions of how to redeem your prize.
   
   Please bear with us whilst we make these quick checks.
   
   Kind regards - The Priority Team."
   
   OR
   
   For the Mexican cookbook prize, the winners are fully responsible for inputting correct contact details to ensure accurate delivery - no returns or exchange for any other products. Winners will be drawn on Wednesday 30/10/19. Winners will receive an email confirmation if they win, containing a Unique Code and URL directing them to a microsite. Upon entering their relevant information and accepting the T&Cs, they'll be sent their Mexican Cookbook within 3-5 working days.
   
   If you do win and haven’t received an email notification for either prize within 48 hours, check your spam or junk folder, otherwise please contact help@priorityinstantwinners.o2.co.uk.

7. What happens if I don’t win?

   If you’re unsuccessful, you’ll be notified instantly upon submission of your Unique Entry Code.

8. Can you substitute or transfer a prize?

   Prizes are non-transferable and cannot be exchanged for cash or other alternatives. Nor can the prizes be resold.

9. Who should I contact if I have a query about my entry?

   If you have any issues entering or if you have questions concerning claiming/redeeming your prize, please contact help@priorityinstantwinners.o2.co.uk. Please remember to include the full details of your query alongside your full name, O2 mobile number, email address, the Unique Entry Code and time/date of entry.

10. Are there any rules or restrictions?

    Rules of play: For 16+ and Priority members only, excluding employees of O2, or any of its subsidiary companies, their families or anyone else connected with the promotion. One (1) entry per person during the Promotion Period. The Promotion Period begins at 12:00 pm (midday) on 30/10/19 and ends at 21:59 am on 30/10/19. 5,001 Prize Codes equating to 5,001 prizes. Acquire a Unique Entry Code during the Promotion Period by tapping the ‘Use now’ button in the Priority App. Enter the Promotion by tapping the ‘Go to Site’ button and adding the Unique Entry Code on the Instant Winners site, along with your details and tapping ‘Submit’.
    
    To win, you need to correctly enter during a mystery, pre-determined 'winning moment' or as close as possible after. In the event that two entries are submitted in the same millisecond, prizes will be allocated on a 'first past the post' basis. No cash or alternative attractions will be offered. Winners must verify their information within five calendar days of receiving a win notification or the Prize will be deemed unclaimed. No purchase necessary. Winners’ names may be published for publicity purposes. Click - https://bit.ly/2ZjaTzK - for full prize details and terms. General Terms and conditions for Priority prize draws also apply. Promoted by Telefónica UK Limited (O2).

11. How will you manage my personal data, should I provide any?

    Your information will be collected, stored and processed by O2 and our suppliers for the purposes of administrating and assessing this Promotion. If you win a prize supplied by a third party, O2 will provide your information to that third party for the purpose of enabling you to redeem or receive the prize. If you have won, we may ask your permission to communicate your name to showcase that a particular prize has been won. For any other queries concerning the security of your data and how it is being used, please click https://www.o2.co.uk/termsandconditions/privacy-policy

12. Why do you need my social media details?

    If your entry is successful and you’re a winner, we MAY use your details to highlight you as an actual winner within our social channels. It’s not mandatory to provide us with your social handles however, so there’s no need if you’d prefer not to.

About Priority

1. Is Priority a free service?

   Using Priority within your allotted data allowance or on a WIFI network will be free. Any use of Priority outside of this, will incur data charges in-line with the standard network rate.

2. Tell me more about your offers

   Every day Priority put exclusive offers, prizes, content and freebies from leading high street and online brands at your fingertips, including 48-hour early access to tickets to the hottest bands across numerous venues every Wednesday.  All of these perks are redeemable either in-store or online by presenting the unique code shown on the app. Prize draws are easy to enter too, with simple tap on the entry button.

3. Can I benefit from Priority offers anywhere in the UK?

   Yes. We have tailored offers and prize draws for you anywhere in the UK, as long as you have phone reception or WiFi.

4. Do I get charged for data when using Priority on my handset?

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

5. Are there any restrictions or limitations around claiming Priority offers?

   Sometimes. Due to high demand and the speed of uptake on certain offers, we cannot always guarantee there are enough codes to go around. Specific offers may operate on a first-come, first-serve basis and are subject to availability. Some offers can also be subject to certain eligibility rules, which can be found within the offers themselves.

6. Using Priority on an iPad or another type of tablet

   You can use Priority on an iPad if you have a Pay Monthly or Pay As You Go mobile phone on O2 and your iPad is your secondary device
   
   If the only device you have on O2 is an iPad, then unfortunately you can't use Priority because iPads can’t receive the SMS that allows you to register.

About Priority Tickets

1. What are Priority Tickets?

   As an O2 customer you can buy advance tickets to thousands of gigs and events at The O2, 19 O2 Academy venues and many more gigs and events across the UK up to 48 hours before general release. Because you come first.

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

   To see what's on and find details of Priority Tickets offers, please have a look at the Tickets section on Priority. You will see you can search all tickets, and even view by genre using the tabs at the top of the page. Check the site regularly for full details of current Priority Tickets.

About O2 Rewards

1. How do O2 Rewards work?

   Each quarter we calculate how much you’ve topped-up, we then give you back 10% of your top-up’s value (just so you know, you’ll only get 5% if you’ve been an O2 Pay As You Go customer for less than 6 months). We will then text you to tell you how much you’ve earned. It’s then up to you to choose if you want to Claim it straight away as air-time, or Save it in your rewards bank for a time that suits you. Remember, if you don’t Claim or Save your rewards for that quarter you will lose them.

2. When do I get my reward?

   Each quarter starts on the:
   4 January / 4 April / 4 July / 4 October.
   We will notify you at the start of each quarter when your Reward is available to Save or Claim.

3. How do I Claim or Save my Reward?

   There are lots of ways to redeem your rewards. You can:
   - Through Priority - if you have a Smartphone you can redeem in the Priority App and website.
   - Text either CLAIM or SAVE to 50202.
   - You can call the Rewards IVR on 313.
   - Log on to the Rewards website.
   - Via Customers Services.
   - In Retail stores.
   
   You can CLAIM or SAVE with all the options above.
   
   If you’d like to spend your Saved balance then you need to do this via the O2 Rewards website: https://payandgorewards.o2.co.uk/web/o2

4. What can I spend my rewards on?

   You can use your O2 Rewards to get a high street voucher, or extra credit for calls, texts and data. You can even put them towards a new phone, or get money off tickets to a gig or a show. Please note, you must have a saved balance of at least £10 to order a voucher. If you choose to redeem vouchers to gigs or shows they will be facilitated via Ticketmaster and you’ll get sent a promotional code to enter online when you book.

5. Does Priority use data?

   Using Priority within your allotted data allowance or on a WIFI network will be free. Any use of Priority outside of this, will incur data charges in-line with the standard network rate.

General Data Protection Regulation

1. How can I stop hearing about Priority offers?

   You can stop receiving offers at anytime:
   - Go to ‘My Priority’
   - Select ‘Settings’
   - Click ‘Manage preferences’
   - Switch to ‘Off’

2. How can I start hearing about Priority offers again?

   You can start receiving offers again at anytime:
   - Go to ‘My Priority’
   - Select ‘Settings’
   - Click ‘Manage preferences’
   - Switch to ‘On’

3. Will deleting the app stop the messages?

   No it won’t. If you’ve deleted the app and want to opt out, you’ll need to re-install the latest version of the app, log in and opt out. Or you can log in through the website and opt out there.

4. Can I opt out with an older version of the app?

   You’ll need the latest version of the app to opt out. Update the app, log in and then opt out. Or you can log in through the website and opt out there.

5. How do I manage push notifications?

   Push notifications are managed on your device, just go to your settings.

6. How do I manage preferences for other O2 communications?

   If you’re hearing from us about things outside of Priority, you can manage those preferences by going to https://accounts.o2.co.uk/consent and entering your O2 mobile number. Remember that this app operates separately. If you want to change your Priority marketing preferences, please do so in the app.

7. “I’ve changed my preferences to opt out via the app or via the Priority messages I have received, but O2 is still contacting me about other things. Why?”

   You may have opted in to receive communications from us outside of the Priority app. To manage these preferences go to https://accounts.o2.co.uk/consent and enter your O2 mobile number.

Buying Priority Tickets

1. How do I buy Priority Tickets?

   O2 customers can buy Priority Tickets online by going to https://priority.o2.co.uk/tickets or by downloading the Priority app. On these platforms there will be links out to the ticket purchase page on AXS.com, Ticketmaster or another ticket vendor. You can only buy Priority Tickets while the offer is running and if they are still available.

2. 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.

3. 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 02084633359.

4. What is the Waiting Room?

   The Waiting Room is a feature used by one of our ticketing partners, AXS.com, directly before a Priority Ticket event opens for sale. While the customer waits, they can see prices, and fill in their contact and payment details – meaning that when the event does open for sale, the purchasing process is as quick and efficient as possible. For high demand shows, the Waiting Room acts as an important protection for fans. It holds all buyers during the Priority Tickets on-sale as well to allow the AXS security process to determine if any potential fraudulent or undesired buyers are attempting to gain access to the purchase process. Fans that have joined the waiting room before the on-sale will be put through in groups to purchase randomly, at controlled intervals. Anyone entering after the Priority Tickets event opens for sale will go through to purchase after that. Accessing the Waiting Room doesn't guarantee tickets. This opens 30 minutes before the pre-sale starts.

Problems Buying Priority Tickets

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

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

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

   Please contact the relevant customer service department for problems with purchase confirmation and dispatch updates.
   - For The O2 please contact AXS.com
   - For O2 Academy venues please contact Ticketmaster
   - For shows at non O2 venues please contact the relevant ticket vendor.
   
   
   AXS
   
   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
   
   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.

Availability of Priority Tickets

1. 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 to get General Sale tickets instead.

2. 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 Sale tickets.

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

   The Priority Tickets are still exclusive to O2 customers, we will have an allocation just for our 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 Sale tickets.

Priority Tickets Alerts

1. How do I stop receiving Priority Tickets email and text alerts?

   To stop receiving Priority Tickets email alerts, just click the 'unsubscribe' button on the latest email you've received from us. To stop receiving Priority Tickets text alerts, follow the opt-out instructions at the end of the latest text you've received from us.

Seating and Access

1. 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.

2. 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.

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

   Disabled access tickets are only offered over the phone, these can’t be offered online as those positions need to be discussed with the guests to make sure that their needs are being met fully and that they understand where the seats are, what the view is like, where the facilities are, etc, to ensure that the seats fit their access requirements. This is to save guests with access needs booking any tickets which may turn out to be unsuitable and stop their full enjoyment of the show. The O2 arena operates a dedicated disabled access booking line
   - Call 02084633359
   - Customers outside the UK: +442084633359
   - Typetext 1800102084633359
   - 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 https://www.theo2.co.uk
   For all O2 Academy Venues please visit the respective access page on the venue website
   - O2 ABC Glasgow: https://academymusicgroup.com/o2abcglasgow/access
   - O2 Academy Birmingham: https://academymusicgroup.com/o2academybirmingham/access
   - O2 Academy Bournemouth: https://academymusicgroup.com/o2academybournemouth/access
   - O2 Academy Brixton: https://www.academymusicgroup.com/o2academybrixton/access
   - O2 Academy Bristol: https://academymusicgroup.com/o2academybristol/access
   - O2 Academy Glasgow: https://academymusicgroup.com/o2academyglasgow/access
   - O2 Academy Islington: https://academymusicgroup.com/o2academyislington/access
   - O2 Academy Leeds: https://academymusicgroup.com/o2academyleeds/access
   - O2 Academy Leicester: https://academymusicgroup.com/o2academyleicester/access
   - O2 Academy Liverpool: https://academymusicgroup.com/o2academyliverpool/access
   - O2 Academy Newcastle: https://academymusicgroup.com/o2academynewcastle/access
   - O2 Academy Oxford: https://academymusicgroup.com/o2academyoxford/access
   - O2 Academy Sheffield: https://academymusicgroup.com/o2academysheffield/access
   - O2 Shepherd’s Bush Empire: https://academymusicgroup.com/o2shepherdsbushempire/access
   - O2 Guildhall Southampton: http://www.o2guildhallsouthampton.co.uk/accessibility
   - O2 Apollo Manchester: https://academymusicgroup.com/o2apollomanchester/access
   - O2 Forum Kentish Town: https://www.academymusicgroup.com/o2forumkentishtown/access
   - O2 Ritz Manchester: https://www.academymusicgroup.com/o2ritzmanchester/access
   - O2 Institute Birmingham: https://www.academymusicgroup.com/o2institutebirmingham/access

Mobile Tickets

1. 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.

2. 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.

3. 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.

4. 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 08702424442. They will cancel the original mobile ticket and send you a new one at no additional cost.