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Error SIM card activation - Surname error

W
Rang

Hi!

I correctly filled in all my data (already double-checked), I received my SIM card, but I can't activate it via video call.
When I try to login to the "Identity" app, the "Surname" field only accepts my last name (not my middle name). If I try to put my name exactly as it is in my ID document I get an error saying my credentials are wrong.
For example:
My surname from my document ID: middleNameTest lastNameTest1
Surname field accepted in the "Identity" app: lastNameTest1

If I fill the “Surname” field with “middleNameTest lastNameTest1” it’s not possible to proceed.

If I continue the process with just my last name (lastNameTest1) the attendant says that it cannot activate, because my surname in the document ID is "middleNameTest lastNameTest1" but I logged into the "Identity" app with just "lastNameTest1".


Could you please help with this? How can I activate my SIM card?


I also tried activating via "Post-Ident" but I couldn't, I always get a response saying that some information is wrong. Probably due to the same error.

o2_Antje: Moved from Sim-Karte to English Community / 28.10.2022 / 12:29 Uhr

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Lösung von wanvl 11 November 2022, 10:33

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10 Antworten

o2_Jessica
Benutzerebene 7

Hello @wanvl,

welcome to the o2 community and thank you for your contribution.

Quick question: does the problem still exist or has an activation worked in the meantime?

Kind regards
Jessi 😊

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
W
Rang

Hi!

The problem still exist.

o2_Jessica
Benutzerebene 7

Hello @wanvl, 

okay, I only have the option here that I can check the current status of the activation and then see whether the name can still be adjusted or not. In order to check this, you would have to send us the relevant information/data. For the exchange of data there is the possibility to switch to private messages here in the forum. If you want that, I will unlock you for private messages and explain how you can send us a message.

Do you want to do it like this?

Kind regards
Jessi 😊

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
W
Rang

Hello @o2_Jessica, yes please, let’s switch to private messages. 

o2_Jessica
Benutzerebene 7

Hallo @wanvl, 

okay, then let's proceed as follows: 
I will write you a private message from our collective account @o2_Support in the next few minutes. You just have to reply to it, you can find your inbox here: Click. 
Please send us your full name and the name that was wrongly deposited as well as the corresponding date of birth and full address. 
So I can check if there is anything we can do. I can't promise you 100%, but as I said, we'll be happy to try! 

Kind regards
Jessi 😊

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
W
Rang

@o2_Jessica, 

Already answered in private. 

 

Tks!

o2_Jessica
Benutzerebene 7

Hello @wanvl, 

I have answered to your private message. 

Kind regards
Jessi 😊

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
o2_Jessica
Benutzerebene 7

Hello @wanvl, 

I have just replied to your message again. From now on, please post back here in your thread.
Just again for everyone here too: unfortunately the identification process had already started, which is why I was no longer able to change the name.

Kind regards
Jessi 😊

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
W
Rang

Hi @o2_Jessica!

I said from the beginning that the problem is not related to any wrong data, all my information is correct. Nothing needs to be changed. I filled out the form with my details correctly, the problem is in the system that doesn't accept my middle name + surname, which is what the identity agents ask for.

They say I need to login with the exact name on my documents (middle name + surname), but that is not possible, the system only accepts my last name.

Anyway, thanks for trying to help and thanks for your time, unfortunately I have to give up on changing my number to o2.

o2_Sven

Hello @wanvl ,

I’m sorry to hear that the identification process didn’t work out for you in the end. Maybe in the future there will be another opportunity for you to come to us and things work out better then.

 

Kind regards, Sven

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