How to activate esim as a new prepaid customer?

What exactly does your smartphone display when you scan the QR code with the camera?

“no usable data found”, this is the redirected page.

Do I have to first activate the physical sim and then request for an eSim?

Yes, you must first activate the physical SIM; only then is it possible to switch to eSIM.

I inserted the physical sim in my other device and it is showing “Sim not provisioned”. I guess I will have to contact the customer service.

What notification did you receive after you completed the identification process?

“

The identity verification process was successfully completed.

Once you receive your SIM card, you can log in to the o2 customer portal or the o2 app and follow the instructions to activate it. If you ordered an eSIM, you can also log in to the o2 customer portal and complete the final steps to activate your eSIM.

“

also, just saw that this appears on “Bestellungen” page, so does this means my esim profile is under process?

Hello ​@Jaimin ,

Welcome to the community.
Have you ever restarted your phone with the physical SIM card? 
Activation usually takes just a few seconds, but it can also take up to 48 hours. 
Please contact the Prepaid Hotline again.
Perhaps something is blocking the SIM card from activating. 

Best regards
Maria

​@Jaimin Has everything worked out with the activation for you in the meantime? Were you able to resolve the issue?

Please feel free to check back here and let us know how it went 🙂

Kind regards, Kathi

Hello everyone,

I ordered a prepaid card from O2 Telefónica in April. However, I only carried out the identity check today.

Unfortunately the verification failed. Now I'm unsure how to proceed.

Can I just try the existing process again, or should I restart the entire process and order a new prepaid card?

Has anyone had similar experiences or knows what the right next step is?

Thank you!

Edit o2_Gerrit 09.06.2026 double posting

 Zur Info, es besteht bereits ein Topic zum Anliegen:

Edit o2_Gerrit 09.06.2026 answer to double posting

Zur Info, Folgethema.

Hello ​@Jaimin,

thank you for your update 🙂

Could you try to contact our prepaid hotline via our number given in the screenshot/e-mail from us?

Best Regards,

Gerrit