FAQ

Instant Winners - All you need to know

1. What prizes are available to win? (1)

   The following prizes are available to win between 03/12/18 - 08/12/18:
   
   • A 5-star luxury ski trip for two
   Pack your bags for this week-long holiday for two to Canada. You’ll be staying at a 5-star resort, and your stay will include breakfast plus lift passes and ski hire.
   
   Note: 1 x ski holiday for two to Canada to be won. Prize includes seven nights in a 5-star resort in Canada, breakfast at the resort, lift passes, ski hire, airport taxes and return economy flights from London Gatwick or Heathrow (other airports are subject to availability). Prize must be taken between 01/01/19 and 31/03/19, excluding UK bank holidays and school holiday dates. Travel dates are subject to availability. Prize is non-transferable, and no cash or other alternatives are available. You are responsible for ensuring you and guests have the correct documentation and passports for the country you are visiting. For full terms of booking visit https://www.broadwaytravel.com/terms
   
   • A holiday to the Maldives for you and a loved one
   Let us fly you and a loved one to the Maldives for a week. Enjoy ocean blue views and the feeling of warm sand between your toes while sipping on an icy cold drink. You’ll be staying at the luxurious Adaaran Club Rannalhi.
   
   Note: 1 x holiday for two to the Maldives to be won. Prize includes seven nights in the luxurious Adaaran Club Rannalihi, airport taxes, resort speedboat transfers and return economy flights with Sri Lankan Airways from London via Colombo. Prize must be taken between 01/01/19 and 31/08/19, excluding UK bank holidays and school holiday dates. Travel dates are subject to availability. Prize is non-transferable, and no cash or other alternatives are available. You are responsible for ensuring you and guests have the correct documentation and passports for the country you are visiting. For full terms of booking visit https://www.broadwaytravel.com/terms.
   
   • Win a tech bundle from Argos worth over £4,000
   You could win a bundle of tech products just in time for Christmas. Treat your nearest and dearest to something special, or simply keep it for yourself.
   
   Note: 1 x Argos tech bundle worth over £4,000 to be won. Exact products are dependent upon stock availability as at the date of order. Delivery included. UK delivery only. To ensure delivery pre-Christmas, the winner must supply their details by 11/12/18.
   
   • A private chef experience at home
   You and seven friends could be enjoying a professionally cooked meal in your own home this festive season. The winner will be able to choose a date for a chef to cook for up to eight people, subject to availability.
   
   Note: 3 x private chef experiences with La Belle Assiette to be won. Each winner will receive a five-course meal up to the value of £1000. The meal is for a maximum of 8 guests, cooked in your own home by a private chef. Prize must be used within 6 months of winning. To redeem the Prize between 23/12/18 and 31/12/18, Prize must be booked by 15/12/18. All dates and times are subject to availability.
   
   • A festive Christmas hamper
   You could be lifting the lid on one of the classic wicker Fortnum & Mason hampers to reveal everything you need to make the perfect Christmas Day feast. Each hamper has a range of drinks, rich and delicious puddings, utterly buttery biscuits and delectable chutneys.
   
   Note: 100 x Fortnum & Mason Christmas hampers to be won. Delivery included. UK delivery only. To ensure delivery pre-Christmas, winners must supply their details by 13/12/18. For further information on ingredients and allergies, please email the Fortnum and Mason service department via: customer.service@fortnumandmason.co.uk
   
   • A pack of luxury Gold Leaf Christmas Crackers
   Make your festive table the envy of others this Christmas with a pack of six luxury crackers. Each cracker is decorated in a luxurious gold pattern and finished with a gold wreath.
   
   Note: 100 x packs of Fortnum & Mason Gold Leaf Christmas Crackers to be won. Delivery included. UK delivery only. To ensure delivery pre-Christmas, winners must supply details by 11/12/18.
   
   • A bottle of sparkling wine
   Whether you want to enjoy for yourself or gift to a friend, let Priority bring a little bit of sparkle to your festive season with a bottle of Andoni Sec sparkling wine from Virgin Wines.
   
   Note: 1000 x bottles to be won. Available to winners 18+ only. Prize provided in voucher form redeemable at https://www.virginwines.co.uk/o2instantwin. Voucher expires on 31/01/19. Delivery included. UK delivery only. Delivery within 3 - 5 business days. To ensure delivery pre-Xmas, you must order by 13/12/18. Credit or debit card is required for age verification, but you will not be charged. If you have problems claiming your gift, please call 0343 224 1001. By redeeming this prize you agreeing to Virgin Wines terms and conditions available at https://www.virginwines.co.uk. Drink responsibly.

2. What prizes are available to win? (2)

   The following prizes are available to win between 03/12/18 - 08/12/18
   
   • A £5 Argos in-store gift code
   Win a free £5 gift voucher to spend in-store at Argos. With so many products available, you can use your £5 voucher towards anything you wish from TV’s, laptops, toys and headphones. What will you spend yours on?
   
   Note: 5000 x £5 Argos vouchers to be won. Voucher valid until 31/12/18. In-store redemption only. Vouchers are non-transferable and cannot be exchanged for cash or redeemed for an Argos Gift Card. Argos voucher terms apply. Maximum of five Instant Winners £5 voucher codes may be used per purchase. Each voucher code can only be used once, and change will not be given if the value of your purchase is less than the voucher amount.
   
   • A personalised 2019 calendar
   Handpick your best memories and create a personalised 2019 calendar. A photo calendar filled with magical moments is guaranteed to be a winning present this Christmas.
   
   Note: 5000 x personalised 2019 calendars to be won. Prize provided in voucher form to be redeemed online. Voucher will expire on 31/01/18. To ensure delivery pre-Christmas, winners must place their order online by 6pm on 15/12/18. Delivery included. UK delivery only. Orders will be dispatched four business days from order. Subject to Royal Mail postal system.
   
   • A personalised Santa Sack
   Make Christmas even more special with a personalised Santa Sack. Whether you want to keep for yourself or gift to a loved one, it is the perfect way to make your home feel extra festive this season. Where will you hang yours?
   
   Note: 5000 x Handmade Christmas Co. personalised Santa Sacks to be won. Prize provided in voucher form to be redeemed online. To ensure delivery pre-Christmas, winners must place their order online by 17/12/18. Delivery included. UK delivery only. The winner is fully responsible for the spelling of the personalisation.

3. How does it work?

   There are five prize windows during the Promotion Period, which begins on 03/12/18 and ends on 08/12/18. Each prize window starts at 12:00pm (midday) and ends at 11:59am the following day.
   
   To enter, head to the Priority App once during every prize entry window to get your Unique Code. You will only be able to view each Unique Code until 11:59am the following day.
   
   Enter by (i) tapping 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 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 other method of entry is valid. You can only enter once per prize window. If you win, you’ll be alerted instantly with a confirmation email sent within minutes.

4. 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'.

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

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

6. The Unique Code I entered is not recognised

   You can only use each Unique Code once, and you will only be provided with one Unique Code per prize window (each day’s prize window is from 12:00pm - 11:59am the following day).
   
   Your Unique Code will not be recognised if:
   1. You have entered the 15 character Unique Code incorrectly. Initially, try to copy and paste your Unique Code to reduce issues with this. The Unique 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 Code during the current or any previous prize window. You will only be provided with one Unique Code per day during each day of the Promotion Period. If you’ve already used your Unique Code, come back to Priority from 12:00pm the following day during the Promotional Period to get a new Unique Code and have another go.
   
   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.

7. What happens if I win?

   First of all - congratulations! If you are one of our lucky instant winners, you will receive an email confirmation within minutes of seeing your winning message. The email will contain all the necessary information you’ll need to know in order to claim or redeem your prize. It’s important that you ensure the email address that you submit is one hundred percent correct when entering. All winners must respond promptly when contacted to claim their prize. If you receive a winner notification, but you don’t follow the instructions in that notification (within the timeframe set out in the notification), then you will forfeit the prize.
   
   If you do win and haven’t received an email notification within 12 hours, please contact help@priorityinstantwinners.o2.co.uk.

8. What happens if I don’t win?

   If you’re unsuccessful, you’ll be notified upon entry of your Unique Code. Remember, you have daily chances to win. So come back to Priority from midday the following day during the Promotional Period to get a new Unique Code and have another go.

9. Can you substitute or transfer a prize?

   Prizes are non-transferable and cannot be exchanged for cash or other alternatives.

10. 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 Code and time/date of entry.

11. Are there any rules or restrictions?

    Rules of play: For 18+ and Priority members only, excluding employees of O2, or any of its subsidiary companies, their families or anyone else connected with the promotion. Up to five (5) entries per person during the Promotion Period. The Promotion Period begins at 12:00pm (midday) on 03/12/18 and ends at 11:59am on 08/12/18, but when the prizes are gone, they're gone. 16,206 prizes available to win over five days. Get a Unique Entry Code once every day 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 Win 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. Some prizes have additional restrictions or conditions of entry, so please check prize descriptions carefully before entering. No cash or alternatives. 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://www.o2.co.uk/termsandconditions/other-products-and-services/priority-instant-winners-terms-and-conditions for full prize details and terms. General Terms and conditions for Priority prize draws also apply. Promoted by Telefónica UK Limited (O2).

12. 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

13. Why do you need my social media details?

    If your entry is successful, we may use these details to highlight you as a winner on social channels. It’s not mandatory to provide us with your social handles so there’s no need if you’d prefer not to.

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.

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 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.

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.

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.