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Managing my account
How to use and change your plan and details
35 articles
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Set-up and verification
How do I set up my payment?
I received a verification code but I'm not sure why
I'm having problems confirming my email - what should I do?
It says my email address is already in use - what should I do?
Why won't my address be accepted?
Login
I forgot my password. What can I do?
I've not received my forgotten password link. What should I do?
Why can't I log in to my account?
Updating or changing details
How do I change my delivery details?
How do I change my name or password?
How do I update my payment method?
How do I add another line?
Bereavement
How do I close the account of someone who has passed away?
Payment and billing
How does billing work?
What happens if my payment fails?
What is auto-renew? How do I set it up?
Charges
Are all calls and texts free?
Will an MMS message be chargeable?
Fraud
What do I do if I suspect fraud on my account?
How plans work
Can I tether with my plan?
What do I do if I need extra data on top of my plan allowance?
My saving hasn't been applied. What do I do?
Do Olilo broadband customers pay less?
Is there a saving for having more than one line?
Will my price go up?
Changing or pausing your plan
Can I cancel my plan?
Do I have to pay to make a plan change?
How do I change my plan?
What happens when my plan ends?
Lost or stolen
What do I do if my phone/SIM has been lost or stolen?
Keeping or changing your number
How do I deactivate my current number if I'm leaving the network?
How do I take my current mobile number with me to another network?
I have left the network but forgot to get a PAC/STAC. What do I do?
Complaints
How do I make a complaint?
Closing your account
How do I close/delete/cancel my account?
