Priority

1. My mobile code never arrives. Why?

Firstly, double check you're putting the right mobile number in.

Then check you've got a signal. If you have, ask for another code.

If it still doesn't arrive, it could be that our code-sending service is swamped. In which case it's best to come back a bit later and try again.

2. I'm with O2, but when I try to sign up, it says I'm not. Why?

If you've got an O2 mobile and you're putting that number in, it might be because you transferred the number from another network recently and our database hasn't caught up yet. It should work in a few days, at most. In the meantime, you can always buy Priority Tickets by calling 2402 (standard rate) from your O2 mobile.

If you don't have an O2 mobile and you're with us for home or mobile broadband, make sure you're using the mobile number you gave us when you signed up. If you signed up quite recently, it can take 10 days to add you to our database, so you might need to wait a few days.

3. I've got my mobile code, but it doesn't work. Why not?

First, check you're putting the right code in. A 1 can look like an I, for instance, or a 2 like a Z. It should be all numbers.

You can only use each code once, so make sure you haven't used it already.

If it's not that, ask for a new one.

If the new code doesn't work either, it's probably us. Our system might have gone down. Check back in a little bit and hopefully it'll be up and running again.

4. I'm registered but my password's not working. Why not?

Are you definitely using your Priority password? It's different from the ones you use for My O2 and bluebook.

If it's still not working, change your password.

5. I've forgotten my password.

Don't forget that your Priority password is different from the ones you use for My O2 and bluebook.

If it's still not working, change your password.

6. I'm trying to sign in but I keep getting an error message.

Are you putting in the right mobile number and password? If you've got a mobile with us, you should be putting in your O2 mobile number.

If you've got O2 broadband, it should be the mobile number you gave us when you signed up. It doesn't have to be an O2 mobile.

If you've changed your mobile number since you got O2 broadband, you'll need to email us your new details.

And it has to be a mobile, not a landline.

If it's not either of those things, the system might be down. Try again in a few minutes.

It might be that you haven't actually signed up for Priority yet. It's different to your My O2 and bluebook accounts - you have to have a separate username and password for Priority. You can register here.

If you're definitely registered, it might just be that the system's down. Try again in a little while.

If nothing works, drop us a line. We'll get back to you as soon as we can.

Or you can call:

4445 from your O2 mobile if you're on Pay & Go

202 from your O2 mobile if you're on Pay Monthly

0800 230 0202 (free from landlines) if you've got O2 broadband. Or email customer.service@o2broadband.co.uk.

7. How to disconnect from Facebook & Twitter

To disconnect from Facebook login into your Facebook account and go to Account > Privacy Settings > Edit your settings (under Applications and websites) select Priority and then click on Remove Application.

To disconnect form Twitter: Login into your Twitter account and go to Settings > Connections. Then revoke access for "Priority".

1. What other benefits do I get as an O2 customer?

As an O2 customer you're our priority. So we want to make sure you feel that way whenever you're at The O2, any of the O2 Academy venues across the UK, or any other O2 event. That's why we've got some special perks for you.

Perks at The O2

We've themed the perks at The O2 to fit in with the show you're going to. To find out more about these exclusive perks for O2 customers, go to www.o2.co.uk/termsandconditions/competitionsandprizedraws

Perks at O2 Academy venues

We'll soon be bringing in perks for you at O2 Academy venues across the UK. These won't interfere with your gig-going experience, but will hopefully make your night that little bit better. Stay tuned for more.

2. Can I get any freebies at The O2 for being an O2 customer?

You can visit our exclusive O2 lounge and the Priority bar located on the concourse to The O2 arena on Level 1. Text to enter with up to three friends (subject to capacity). Here you can enjoy 2-4-1 on selected cocktails. Go to o2.co.uk/terms for full details and terms.

1. What are Priority Tickets?

These are tickets offered only to O2 customers to buy up to 48 hours before general release. Because you're our priority.

These tickets are for The O2 arena, 15 of the O2 Academy venues and many more gigs and events across the UK. There are usually a limited number of Priority Tickets and they're sold on a first-come, first-served basis.

2. Which gigs and events have Priority Tickets?

You can get your hands on Priority Tickets for most events at The O2 arena and for gigs at 15 O2 Academy venues across the UK:

• O2 ABC Glasgow
• O2 Academy Bournemouth
• O2 Academy Brixton
• O2 Academy Birmingham
• O2 Academy Bristol
• O2 Academy Glasgow
• O2 Academy Islington
• O2 Academy Leeds
• O2 Academy Leicester
• O2 Academy Liverpool
• O2 Academy Newcastle
• O2 Academy Oxford
• O2 Academy Sheffield
• O2 Apollo Manchester
• O2 Shepherd's Bush Empire

We'll also have lots of Priority Ticket offers for other live music events and festivals throughout the year. To find out more, go to the Priority homepage.

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

You can find details of all Priority Tickets offers on Priority.

To see what's on, search for events on the Priority home page.

And if you tell us about your favourite bands and artists, you'll get Priority Ticket alerts for them, by text, email, Facebook or Twitter. That way, you know whenever one of your favourites is playing at The O2 or your local O2 Academy.

You can get also Priority Ticket alerts by registering online or on your phone. Just let us know what events you're interested in, eg, Music, Sport, Film and TV or Family Attractions.

To register by phone, text PRIORITY to 2020 from an O2 mobile. To register online, visit Priority, log in by entering your mobile number and complete the form.

Once you've registered your interests on Priority, we'll send you up to three emails a week for The O2 with upcoming Priority Ticket offers for events you might be interested in. However, we won't be able to tell you about all the Priority Ticket offers, as there'll be around 5,000 events per year. It's best to check regularly for full details of current Priority Ticket offers. Please check Priority.

4. When will Priority Tickets be available?

Priority will have details of all current Priority Ticket offers. Priority Tickets will be available to purchase during a specified period of time or until they're all sold out.

Priority Tickets are usually available up to 48 hours before general release.

5. How do I buy Priority Tickets?

For events at The O2 arena: buy online

O2 customers can buy Priority Tickets online by going to o2.co.uk/priority. On the page there will be links out to the ticket purchase page on Ticketmaster. You can only buy Priority Tickets while the offer is running and if there are still Priority Tickets available.

For events at The O2 arena: buy over the phone

Call 2402* from your O2 mobile and you'll be connected to a dedicated Ticketmaster line. You must always call from the number you've registered for Priority Tickets.

For events at O2 Academy venues across the UK

O2 customers can buy Priority Tickets. On the page there will be links to the ticket purchase page on TicketWeb (O2 Apollo Manchester is Ticketmaster). You can only buy Priority Tickets while the offer is running and if there are still Priority Tickets available.

For music concerts at non-O2 venues across the UK

Go to the event you're looking for. Click on the Ticketmaster link where you can apply to buy your tickets.

6. 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.

7. Why are tickets for The O2 being sold on secondary sales websites?

The O2 has a zero tolerance policy on the selling-on of tickets for events at the venue. All tickets that are sold-on 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 0208 463 2000.

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

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

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

If none of the above has worked, please contact the relevant customer service department for problems with purchase confirmation and dispatch updates:

For The O2 and O2 Apollo Manchester please contact Ticketmaster

For O2 Academy venues (except O2 Apollo Manchester) please contact Ticketweb

For music concerts at non-O2 venues please contact Ticketmaster or See Tickets

TICKETMASTER UK

Ticketmaster looks after bookings for The O2, O2 Apollo Manchester and non-O2 venues made through the O2 Priority.

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.

TICKETWEB

For all purchases with the booking reference number format 1A2B3CDE, your order is with TicketWeb. Your booking reference number will be a combination of 8 letters and numbers. Please search TicketWeb’s Frequently Asked Questions for answers to the most common enquiries. If you don’t find your answer there, you can contact TicketWeb’s online customer service team by using their Ask A Question function on each search result page.

You can check the status of your TicketWeb order here.

10. 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 and get General Tickets instead.

11. When I go to buy Priority 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 Priority 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 Tickets.

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

The Priority Tickets are still exclusive to O2 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 Tickets.

13. I have registered for Priority Ticket alerts but I am not getting any

You may have entered an incorrect mobile number or email address, so you may need to re-register. Try this first. Registration may take up to 48 hours to process.

If you haven't already logged in, sign in to O2 Priority to receive confirmation of registration. Check 'Your interests' to see which alerts you asked to receive when you first registered. Then re-select and update your preferences to start receiving alerts for Priority Tickets.

We don't send you an alert for every O2 Academy event, instead you will only get one updates email per week for events at O2 Academy venues.

14. How do I stop receiving Priority Ticket email and text alerts?

To stop receiving Priority Ticket email alerts, just click the 'unsubscribe' button on the latest email you've received from us.

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

15. 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.

16. 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.

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

The O2 arena operates a dedicated disabled access booking line.

Tel: 020 8463 3359
Customers outside the UK: +44 208 463 3359
Typetext: 18001 020 8463 3359
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 www.theo2.co.uk