FAQ - Priority

About Priority

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.

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.

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.

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.

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.

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.

Why am I unable to access Priority?

If your number recently connected with O2 it might be that our Priority database hasn’t caught up yet and your number is not currently recognised. It should work in a few days, at most.

Details for new Virgin Media customers

Who is eligible for Priority?

Customers with fixed broadband, TV or phone. Virgin Mobile customers are not eligible

I have left Virgin Media. Can I still access Priority?

No, only active Virgin Media home phone, TV, or broadband customers.

What do I do if I’m having trouble logging in

Customers should uses the Forgotten email or password links on the login page or they can use the create account link if they do not have a MyVM account.

How do I know who the primary account holder is?

This will be the person named on the Virgin Media bill

What if I am having trouble redeeming an offer?

Contact O2 customers services on 202 from O2 Mobile or 0344 809 0202 (standard UK rate)

I want to stop receiving comms from Priority

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

ODEON Free Cinema Ticket

How often can I get a free ODEON ticket?

Choose one complimentary ODEON cinema ticket every four weeks. After the first month has ended, the offer will be reset and you will be able to redeem again.

What type of screenings can I book for?

Your ticket is valid for one ODEON UK 2D cinema ticket.

When is my ticket valid for?

Codes will be released every Tuesday at midday and are valid for screenings on the following Monday only. No other days are valid for booking.

How many tickets are released each week?

10,000 free tickets will be released each Tuesday from midday. Subject to availability, first come first served.

Are any cinemas excluded?

Yes. Your code is valid at all ODEON cinemas in the UK except the BFI, IMAX, ODEON Leicester Square, ODEON Luxe & Dine, and the Republic of Ireland. It is not valid on 3D, IMAX, Gallery or Dolby, ODEON Event Cinema, premieres, special events or screenings or events not open to the public.

Can I upgrade to premium or special seating?

Yes you can, however you may have to pay slightly extra.

Can I bring a friend who also has a Priority code?

Yes. Multiple codes can be added to the same journey at the checkout so you can take a fellow Priority member. Just input their code in the 'Have a special Code? field at the checkout, select voucher and tap 'Add'.

Can I pay for extra tickets alongside my free one?

Yes you can. Extra tickets can be purchased at the checkout before payment.

When can I get a code?

You can get a code from Priority on Tuesdays from midday until 23:59 on Sundays. One ticket every four weeks, per Priority member.

Priority Tickets - I can't make my event anymore. What are my options?

I purchased using Ticketmaster - what can I do if I can't make my event?

Priority Tickets are for fans. Not a side hustle. Can't go anymore? Here are your options.

Remember that if a show is cancelled or reschedule, you may be entitled to a refund. Speak to your ticketing provider directly before you list your ticket for resale.

Most of our ticketing partners have a resale platform which is created for fan-to-fan resale to avoid touts making a profit from genuine fans.

Ticketmaster: Purchases from Ticketmaster can be resold securely through their platform whilst logged in to your account. More information: https://www.ticketmaster.co.uk/ticket-exchange

I purchased using AXS - what can I do if I can't make my event?

Priority Tickets are for fans. Not a side hustle. Can't go anymore? Here are your options.

Remember that if a show is cancelled or reschedule, you may be entitled to a refund. Speak to your ticketing provider directly before you list your ticket for resale.

Most of our ticketing partners have a resale platform which is created for fan-to-fan resale to avoid touts making a profit from genuine fans.

AXS: Purchases from AXS can be resold securely through their app when logged in to your account. More information: https://faqs.axs.co.uk/

I purchased using See Tickets - what can I do if I can't make my event?

Priority Tickets are for fans. Not a side hustle. Can't go anymore? Here are your options.

Remember that if a show is cancelled or reschedule, you may be entitled to a refund. Speak to your ticketing provider directly before you list your ticket for resale.

Most of our ticketing partners have a resale platform which is created for fan-to-fan resale to avoid touts making a profit from genuine fans.

See Tickets: Purchases from See Tickets can be resold securely through your account on their website. More information: https://www.seetickets.com/content/fan-to-fan

I purchased using Gigs and Tours - what can I do if I can't make my event?

Priority Tickets are for fans. Not a side hustle. Can't go anymore? Here are your options.

Remember that if a show is cancelled or reschedule, you may be entitled to a refund. Speak to your ticketing provider directly before you list your ticket for resale.

Most of our ticketing partners have a resale platform which is created for fan-to-fan resale to avoid touts making a profit from genuine fans.

See Tickets: Purchases from Gigs and Tours can be resold using Twickets. More information: https://www.gigsandtours.com/content/twickets

The ticketing company I purchased my ticket from isn't listed. What can I do?

Priority Tickets are for fans. Not a side hustle. Can't go anymore? Here are your options.

Remember that if a show is cancelled or reschedule, you may be entitled to a refund. Speak to your ticketing provider directly before you list your ticket for resale.

Most of our ticketing partners have a resale platform which is created for fan-to-fan resale to avoid touts making a profit from genuine fans.

If your ticketing agent isn't list or doesn't have a resale platform, we highly recommend using Twickets, who can be found at https://www.twickets.live to ensure another real fan gets the opportunity to attend the event. Be sure to check the terms and conditions of your ticket before resale to ensure it's not a 'name on ticket' event.

About O2 Rewards

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.

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.

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

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.

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.

Using Zoom with our Rewards

Full Terms and Conditions

O2 accepts no responsibility for any damage, loss or offence caused by any aspect of, or any issues arising from, the Zoom service and/or your use of it. Any customer deemed to behave inappropriately during the event will be removed without warning. This will be at the discretion of the call moderator. Their decision is final. O2 will not be held accountable for customers who are not able to experience the event due to poor internet connection and/or those not following proper instructions regarding technical solutions (e.g. Zoom). Customers not able to join to their own error will not receive any substitutes.

General Data Protection Regulation

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’

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’

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.

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.

How do I manage push notifications?

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

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.

“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.

About Priority Tickets

What are Priority Tickets?

As an O2 customer, you can buy tickets up to 48 hours before general release to thousands of gigs and events at The O2, our 20 O2 Academy venues and loads of other venues across the UK. Because when you’re on O2, you come first.

How do I find out which events have Priority Tickets?

To see what's on and find details of Priority Tickets, look at the Tickets section on Priority. 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.

Buying Priority Tickets

How do I buy Priority Tickets?

Everyone on O2 can buy Priority Tickets online at https://priority.o2.co.uk/tickets or by downloading the Priority app. These platforms include links to the ticket purchase page on AXS.com, Ticketmaster or other ticket vendors. You can only buy Priority Tickets while the offer is running and if they’re still available.

How many Priority Tickets can I buy?

It varies for each event. Usually you can buy up to six tickets for each event, but sometimes it’s less. It's always best to check the terms and conditions when you click through to purchase the tickets.

Can I resell my ticket if I can't attend an event?

Our partners at Ticketmaster and AXS.com both have their own reselling platform where you can resell tickets purchased directly from them. We strongly advise you use only these platforms and that you do not resell your tickets on unofficial platforms as your tickets may be cancelled or invalid for entry.

What is the Waiting Room?

The Waiting Room is a feature used by one of our ticketing partners, AXS.com. For popular events, there are often thousands of fans trying to get the same tickets. On top of that, some people use ticket-buying “bots” to get tickets with the sole intention of reselling them later for a profit.

The Waiting Room for Priority Tickets events on AXS opens 30 minutes before ticket sales begin. Once the waiting room opens, AXS weed out the bots and then randomly choose fans to search for tickets. While tickets are not guaranteed, the waiting room allows more real fans like you to get their fair shot at seats.

Seating and Accessibility

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.

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. Getting Priority Tickets doesn’t always guarantee access to the best seats. If you’ve viewed 'best available' on Priority Tickets but would prefer other seats, you’ll need to try buying other tickets through the General Sale.

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

Disabled access tickets are usually offered online and over the phone. Call or chat to the venue access team ahead of time to get advice on the tickets that will match your access needs. Generally, it is only the wheelchair access platforms that are offered online, but that can change depending on the event layout. We want you to enjoy the event as much as possible, so check in with the team before you purchase tickets.

The O2 Access Team can be reached on:
- Accessible bookings and general information: 020 8463 3359
- Typetext call for accessible bookings or general information: 1800102084633359
- SignVideo - http://theo2arena.signvideo.net/ - book tickets, or get general information, via BSL video chat relay
- Live Chat - theo2.chat/live_agent – for general information only, you cannot book tickets through live chat
- For email enquires please contact access@theo2.co.uk – you cannot book tickets via email
- For all other accessibility enquires please visit https://www.theo2.co.uk/accessibility

How can I book disabled access Priority Tickets for an O2 Academy venue?

If you’ve got accessibility requirements, you should visit the respective O2 Academy venue website listed below for further information about Priority Tickets.

- 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
- O2 City Hall Newcastle: https://academymusicgroup.com/o2cityhallnewcastle/access
- O2 Victoria Warehouse Manchester: https://academymusicgroup.com/o2victoriawarehousemanchester/access

Why am I being asked for an accessibility code when booking for O2 Academy venues?

For our customers who are booking accessible tickets at our O2 Academy venues over phone or email, you may be asked to provide a code that proves that you’re an O2 customer who is eligible to book tickets during our Priority Tickets timeframe directly with the venue. To find the code search ‘Accessibility’ in Priority.

Availability of Priority Tickets

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, although keep trying in case our allocation is increased. You can try to get General Sale tickets instead.

I always miss out on Priority Tickets, so I never get any benefit from this perk

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.

We really hate to disappoint, but Priority Tickets are sold on a first-come, first-served basis. There are only a limited number for each event, so they’re not guaranteed. Keep trying, though. If Priority Tickets sell out, you still have a chance through General Sale.

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

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.

Problems Buying Priority Tickets

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

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

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. 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 help search function.

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

Mobile Tickets

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.

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.

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.

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.

Priority Tickets Alerts

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

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