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What security checks do you do?
We run a set of checks on your details to prevent credit card fraud and identity theft. We sometimes request ID documents to help verify your details. Once we’re happy to continue, the network runs its own security and credit checks.
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Do I need to send in ID documents?
Only if we’ve contacted you requesting them. We ask some of our customers to supply ID documents to help verify their details.
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What ID documents do I send in?
Send a photo or scan of your documents to us at [email protected]. See below for details.
Photo or Scan
avoid glare from lights!
Attach to email
include order number in subject
Option 1: UK Driving Licence
1) Full or provisional UK licence
2) Just the photo card (no counterpart)
3) Address matches your billing address
Or
Option 2: Passport and Bank or Utility Statement
Passport Requirements
1) Visibility of the entire photo page
2) Signed
3) Within date
4) Printed (not written)
Bank Statement Requirements
1) Dated within the last 12 weeks
2) Visibility of your name and address
3) Visibility of your account number and sort code
4) Visibility of your end balance
5) Visibility of your agreed overdraft limit (if account is overdrawn)
Utility Bill Requirements
1) Dated within the last 12 weeks
2) Gas, electricity, water, landline telephone, TV licence or council tax bill
3) Visibility of your name and address
4) Visibility of bill amount
Note: If you don’t have the ID documents we’ve requested, consider buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.
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Do you accept identity cards?
As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify.
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How do I send in my ID documents?
Please send a scan or photo of your ID documents to [email protected], quoting your Order Number in the email.
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How do I know if you’ve received my ID documents?
Once you email your ID documents to [email protected], we’ll email you back straightaway to let you know we’ve received them.
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How long does it take to verify ID documents?
If we’ve confirmed that we have your ID documents, please allow up to 48 hours for us to process them. There’s no need to get in touch, we’ll contact you as soon as we reach a decision.
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Do you accept ID documents from a previous address?
We’re only able to accept ID documents that are registered to your current address (the same address on your order).
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What is the £2.50 charge on my account?
We reserve then immediately return £2.50 when you place an order. It could take up to seven days to appear on your available bank balance, although some banks may take up to 30 days. Please contact your bank for any updates.
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Will I be refunded if my order doesn’t pass the checks?
Yes, we’ll immediately refund any payments you’ve made. This could take up to seven days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.
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Can I use someone else’s card details to pay?
No, we’re only able to process your order if you pay using your own debit or credit card.
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What payment methods do you accept?
We accept the following cards: American Express, Maestro, MasterCard, MasterCard Debit, Visa and Visa Debit.
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Can I use someone else’s card details to set up my Direct Debit?
No, Direct Debits must be set up in the same name that the contract is taken out in.
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Does my bank card need to be registered to my current address?
Yes, otherwise we can't connect your mobile phone to the network.
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When is my Direct Debit date?
The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.
My O2 App:
iOS
|
Android
Three App:
iOS
|
Android
My Vodafone App:
iOS
|
Android
