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Customer portal - MEO Support

Want to contact us online or check your invoice? Get answers and learn how to use the customer area my MEO to manage your MEO accounts.

For quick support, use the MEO Digital Assistant

For quick support, use the MEO Digital Assistant

More help?

We have more ways to help you. If you can't find what you want in our Help articles, use our other digital channels, such as the App my MEO and the Digital Assistant, or contact us at support lines.

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my MEO

  • What is and what can I do in the customer portal and in the new my MEO App

    The my MEO app is the easiest way to manage your MEO services. 

    The new version of the my MEO app has a new format and a new organization that is easier to use. 
    Install the my MEO app and discover what's new and the main features available.

    What's new:
    • A new , simple and innovative way of presenting the best product and service offers for you.
    • Show services depending on your environment, Dentro or Fora de casa.
    • New Invoice Comparison feature. If your invoice goes up, you can compare it with the previous month and find out where the increase came from.
    • Dark Mode which reduces eye strain, extends the battery life of your mobile phone and contributes to a more sustainable world.
    • The Digital Assistant takes center stage to help you search the App, answer questions and fix issues immediately.


    Main features:

    SERVICE MANAGEMENT
    • Consult and change the WiFi network name and password TV
    • Join services like Netflix, Disney+ and more
    • See your internet usage, minutes and texts TV and when your usage allowances are due for renewal.
    • Set limits for extra spending on your monthly fee and which services you want to have active
    • Buy +net
    • Top up your mobile phone
    • Change the plan
    • Know the original PIN and PUK TV
    • Activate duplicate SIM Card
    • Manage and see roaming usage
    • Sign up for MEOS and check your balance
    • Send meter readings and check MEO Energia invoices
    • Consult MEO Care services

    BILL
    • Check your bills and payment detailsTV
    • Pay invoices
    • Compare invoices
    • Join Direct Debit andElectronic InvoiceTV
    • Change the invoice detail
    • Change the invoice address

    ACCOUNT AND CONTRACT MANAGEMENT
    • view the conditions of the contracted service and the retention period
    • View account holder, privacy and billing data
    • Access all support channels
    • Create support requests and check their status
    • Check and reschedule MEO technician visits
    • Track online orders

    OFFERS
    • Join offers designed for you


    TV Features also available on your MEO TV.

  • How to log in and use the customer area or the my MEO app for the first time

    Step 1 - Download and open the my MEO app
    AndroidiOS

    Step 2 - Enter email (MEO ID) | Google | Apple
    Log in to the my MEO App 
     
    - If you don't have a MEO ID yet, find out how to create one
    - Recover your MEO ID password or email address.
    - Unlock your access.


    Step 3 - Associate the MEO services you want to manage
    - Here's how to register the service, you'll need your mobile phone number and your MEO invoice. 
    - Find out when you're having trouble connecting your or your family's MEO service.


    Now with the my MEO App you can manage your accounts and services quickly and securely. Discover everything you can do in the my MEO App and use the MEO Digital Assistant to resolve faults without delay.


     

  • How to associate your services with the my MEO app or customer area

    The easiest way to link your services— Personal , or Empresas—is through the app my MEO, using your tax ID number (see the video).

    If you have any difficulties or encounter an error, see how to fix it.


    ➡️ Install the " my MEO " app (Android | iOS)

    Follow these steps to sign up via the app my MEO:

            1. Select Link Service

            2. Choose Personal or Businesses

    For Personal:

            3. Choose the type of service you want to associatebundle | mobile phone | Net mobile)

            4. If you have an invoiced service, use your NIF and enter the security code that we will send you by text

            5. Validate the services and accounts you want to associate 

            6. Accept the terms and conditions by clicking Finish 


    For Companies:

            3. Choose whether you want to link all the accounts using the TIN or a mobile phone pay as you go

            4. To associate by TIN, enter your company's TIN

            5. Type in the number associated with the Account Administrator

            6. enter the security code that we will send you by text

            7. Validate the services and accounts you want to associate 

            8. Accept the terms and conditions by clicking Finish 


    If you prefer to use the my MEO website, these are the steps you should follow:
    1. Enter my MEO 
    2. Choose between bundle | mobile phone | Net Mobile 
    3. Fill in the information requested, such as your customer and account number, which you'll find on the first page of your invoice.
    4. Enter the validation code you received
    5. Accept the terms and conditions by clicking Finish

    All the products and services included in your bundle will be linked to your customer portal.



    To associate a tax identification number or products in customer Business (customer Enterprisecustomer ), follow these steps:
    • Select one of the options Company Registration or Product Registration.


    If you have selected Business Registration
    • Fill in your account number, tax identification number, andmobile phone number.
    • Read and accept the terms of use and click Submit.
    • If your details are validated, please wait top-up service portfolio to be top-up .
    • If your information is not valid, you will need to attach the completedand signed form, as well as documentation from the company's legal representative.
    Registration with document submission does not allow immediate access, as it requires validation of the data submitted.
     
    After registering in the customer Area, you can associate other companies/tax identification numbers or other products, following the same process as for company registration.


    If you selected Product Registration

    • Please enter your company's mobile phone broadband number.
    • Accept the terms and conditions by clickingContinue 
    • Enter the security code we will send you via text.
    • Please wait until the number becomes available in the customer area.

    When registering the company's product (mobile phone company broadband), you will only have access to view the consumption andPIN PUK of the registered product. 


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    In detail, these are the screens and the data you will be asked for.
    • When associating a bundle to Personal:

    Associate bundle Enter TIN Introduction contact number Validation code Account and products to associate with my MEO End service association with my MEO


    • When linking amobile phone to Personal:

    Associate mobile phone Enter mobile phone number Enter validation code Finalize membership Finalize membership


    • When associating a mobile Net to Personal:

    Associate mobile Net Enter your mobile number Enter mobile NEt PINEnter mobile NEt PIN

  • Difficulties associating services in your customer area or my MEO app

    See the most common issues when linking services to the app at my MEO. 

    • Service already linked to another email
    For security reasons, each service can only be associated with one email address. Try to remember if you previously used another email to access my MEO. Log in with that email and check that you can access your services on my MEO. If you can't remember any other email or can no longer access that email, please contact our customer helpline (see plan) for help.

    • I don't recognize mobile phone to receive the validation code
    The numbers listed at mobile phone are the contacts we have on file for your customer account. If you do not recognize them, please contact theSupport Line at customer(see the plan) and request an update to the contacts associated with your account.

    • I'm not receiving the verification code
    The validation code is sent to the contact numbers listed in your profile at customer. If you are unable to receive this code, please contact theCustomer Support Hotline at customer(see the plan) or visit a MEO store to verify and update your mobile contact information so that you can receive the verification code.

    • Mobile phone is linked to MEO bundle
    If you have a mobile phone or mobile net included in a MEO bundle , select the"Add bundle" option at registration.

    • Is my set a MOCHE or UZO brand?
    The customer area is the same as MEO's. Log in via the my MEO app and follow the same steps to link MOCHE products to your account.
    To link UZO services, you will need to access the my UZO app or the customer area on the website.

    • I don't know my customer number and account number
    You can get around this by signing up via the App my MEO. In this case, all you need is your NIF. 
    In any case, these details are on the first page of your bill. You can also see these details on your MEO TV, in the MEObox menu under customer > my MEO (not available for box Android ).
    If none of the above options resolve the situation, call the customer Helpline (see the plan) for your details.

    • I want to add a service MEO Energia
    MEO Energia services associated with a MEO bundle do not need to be added to your customer my MEO account. They will automatically appear in your my MEO account. If you have a standalone MEO Energia service, you will not be able to link it to or manage it through my MEO. 

    • Card or service status
    It is only possible to associate services in active status and without irregular payment situations (lack of payments or outstanding debts).

  • Check the Customer number and the Account number

    The customer number identifies your customer account and the Account number identifies your billing account. They consist of 10 digits and are unique identifiers for your account.

    You can check your customer number and account number: 

    ➡️ Install the " my MEO "app (Android | iOS)


    - In the app my MEO 
    • Select the " Profile " option from the app menu
    • Select MEO account data in the customer Data section
    • Select the service. The account number is listed above the service.
    • Select the "Account Holder Information " option in the "Account Holder" section
    • The customer number follows the name
    Screenshot of the my MEO app my MEO the customer's profileScreenshot of the my MEO app my MEO the MEO account detailsScreenshot of the my MEO app my MEO details of the selected serviceScreenshot of the my MEO app my MEO the MEO account holder's profile


    - Onthe website customer my MEO , go toProfile >Account Information >SelectAccount >Account Holder Information 


    - On the first page of your MEO bill
     

    If you have a mobile plan , your bill will only show your account number.

    - On TV, via the menu on your MEO box customer > my MEO (not available for Android boxes and TVs).

    If you are customer MEO Empresas (Large Businesses), you can view this information on your bill and in the Business customer Area(Large Businesses) via the menu: Users and Companies > Companies > View customer data.

  • Personalize your customer area in the my MEO app

    You can customize the name of your service and the profile photo of your customer area in the my MEO.


    ➡️ Install the my MEO app (Android | iOS)

    Customize the name of the service: 
    Services > Manage bundle Customize name


    Customize your profile photo: 
    Profile > Photo icon > Choose photo

  • Create a request or complaint in my MEO or my MEO App

    If you experience aproblem, we recommend that you first use the MEO Digital Assistant where you can run a technical diagnostic test and resolve your issue online. If MEO Digital Assistant is unable to resolve your issue, you’ll be directed to a live agent, who will contact you promptly with the diagnosis already prepared, which speeds up the process.

    So, no matter how complex the breakdown, you can trust that you will have a solution to your problem.

    To file a complaint or place an order, follow the steps below.
    Please note: To create an order, your services must be linked in the customer my MEO, have them active, and have no overdue payments or outstanding issues with MEO. See how to link your services in the app atmy MEO.


    ➡️ Install the my MEO app (Android | iOS)
    - In the app my MEO
    • Select " Profile" from the app menu
    • Select"Support Requests" in the"Support Requests" section
    • Then click " Create New Order"
    • Choose your Theme and Topic
    • Fill out the form with the required information and make sure you've filled in all the required fields. 


    In your customer  accountmy MEO:Profile > Create a request under Support Requests


    After submitting the request, the information you provided will be available under " View Requests" in the " customer " section atmy MEO and in the app at my MEO, under " Support Requests."

    Your request will be analysed by a specialised team and you will receive a response, preferably by telephone or alternatively by email.


    How to view your products on my MEO
    How to solve problems accessing my MEO
    Why is my bill higher than expected MEO

  • my MEO on TV

    To access the customer portal on the television, select the Menu option on the MEO remote control, scroll through the options to the Cliente and then my MEO.

    Discover the features available on your TV. 

    Note: this area is not available for Android boxes and TVs.

  • Damage compensation

    According to the new Electronic Communications Law, whenever contracted services are unavailable for a period exceeding 24 hours—whether consecutive or cumulative within a billing period—and the cause is not the user’s fault, the user is entitled to a credit equal to the amount they would have paid for the service during that period. This amount will be automatically credited in the month following the outage.

    The 24-hour period is counted from the moment the service outage comes to the operator’s attention or is reported to the operator by the user (Article 129, paragraph 2) and is calculated on a calendar-month basis by adding up the number of hours of outages recorded in that month (there may be more than one), with the time counted from the opening of the outage report until its closure.

  • Access to Your Sales Manager's Contact Information

    In the Business customer  (Large Companies), you can find the contact information (email and web mobile phone) for your customer Manager.

    To view this information, follow these steps:
    1. On the Business customer Area homepage, selectConfigure.

     


    2. Add the Contact Sales Manager (Contacto Gestor Comercial) widget.

     

    3. If you have been assigned a sales manager, their contact information will be visible whenever you log in to the Business customer s Area.