Hello @VitorPineschi thanks for your message. 
Is your prepaid number already registrated or is it a brand new prepaid card?

kindly regards

Michael

Hi @o2_Micha , thanks for your reply.

I guess it is a brand new prepaid card, I bought it at a MediaMarket store.

Kind regards,

Vitor

Dear @VitorPineschi ,

please take a look at our two guides for new prepaid customers:

Register prepaid SIM-card and Further questions: registration and identification of your prepaid sim-card

Do these two articles help you?

Kind regards,

Andrea

Hi @o2_Andrea ,

Actually no. Both links end up directing me to the pre-paid card registration page, where I need to enter the necessary information to have the video call proving my identity. However my problem is on the registration page. 

When I finish including the “Rufnummer” it appears the following message: “Die Aktivierung konnte leider nicht durchgeführt werden. Bitte versuchen Sie es später erneut oder wenden Sie sich an die Hotline.”

I need a help on that part.

Best regards,

Vitor

Hey @VitorPineschi,

i aske the technical department about your case. I will write backt to you, if i get new information! 

Greetings,

Flo

Hey @VitorPineschi,

to help you any further i need the mobil number. please write it to @o2_Support via pn. 

Greetings,
Flo