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I lost my online pass and pin/puk card

O
Rang
Hi, I reactivated my O2 phone after a year then I realized that I had lost both my pin and puk code + meinO2 password. Being located in France doesnt help either. 🙂

It seems the hotline is fully automated now and trying to solve my problem by directing me to mein O2 (if pin is lost) or sending sms (if web password is lost). Obviously, I cannot do any of those.

So, who should I contact so that I can access to my account or PUK?

Best,
Onur

9 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@OnurGu is your prepaid number still alive? I think you are prepaid user.
Call your o2 number. What you hear? The number is not reachable or the number is unknown? By the second thing you can stop to ask for pin and puk.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
O
Rang
@Joe Doe, I have a conventional monthly billed contract. When I call my number it goes to answering machine. So, the account is active. For me to access my phone, I need to either access to my web account or my PUK code. I have neither of these.

I can tell it to a real person at the customer service hotline, but it is seems that they are automated as well. My situation above is not one of the answers service-AI was programed to respond. 🙂
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@OnurGu ok this changed a little bid. Have you ever use the Mein O2 portal? Did you get the bill to your email adress? It is the same email adress what you use at this community?
And one big point. Don’t post any personal details here in the forum.
The only persons you can post private data over PM (private message) are the official O2 moderators. (O2_ in their Name)
I am only a customer like you.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
O
Rang
@Joe Doe , thanks for the questions and remarks later on. After your email, I realized that I wrote the message in a hurry, and it wasn't clear at all.

Yes, I have been using the portal from time to time. However, the last time I was trying to login (to access my pin details) I couldn't remember my password (it was along time). So they sent a provisional password to my phone which I cannot access. :)

Actually I am using another email address not my billling email address here, because (if I understood the error message correctly) my billing email addres is linked to my MeinO2 account, and I have to use another one. 🙂
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
I think a O2 Moderator can send you a new password email that you use on your mobile contract.
Hope you have your customer number (you find out on the monthly position from the bank), your birthday, the address you give to the contract and the iban from the bank account. 😉
I think a O2 Moderator will visit this thread up to middle of this week.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Katja
Hello @OnurGu, welcome to the o2 Community! ☺️

Thanks a lot @Joe Doe for your engagement.👍🏻

I´ll send you a private message from @o2_Support @OnurGu, so you can give us the necessary informations.

Greetings,
Katja🌻
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@OnurGu have @o2_Katja solve your problem?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
O
Rang
@Joe Doe, @o2_Katja is trying her best to solve it. It seems data protection procedures are rather rigid in my case. Moving to another country (even in EU) certainly does not help 🥐
o2_Katja
Hello @OnurGu,

im sorry, that we can not offer a short way to solution, but especially in case of sim cards and pin/puk we need to be really careful due to our customers security and are not able to make an exception. 😟

Greetings,
Katja🌻

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