Hey @BubblyPillow,

Welcome to the o2 Community! Actually quite simple. You have to fill in this form and send it to the address mentioned on the form Then the credit will be paid out to you as soon as possible. 

Prepaid Guthabenauszahlung

Unfortunately, there is no English version of the document. Can you read German or do you have someone who could help you? 

Greetings,
Flo

Never mind, I read my document again and I found this can deactivate my phone.

​@o2_Flo

I’ve sent the mail and they received it. Unfortunately, my tariff has been terminated as well. I only expected that my credit will be refunded but not this thing happen. I didn’t know this mail can terminate my tariff.

I still have 7 days left to stay in Germany. Is there any way to recover it?

@o2_Flo 

I didn't know if I send the credit refund mail my tariff and phone number will be deactivated.

I had no choice but pay for a new tariff to use my phone for a last week in Germany.

But my SIM card doesn’t work, it keep appearing as No Service. 

I did almost everything, turning off/on my phone, putting the SIM card to another device but did not work, and checking network status in my area.  

Hi @BubblyPillow, i am sorry that there are some confusions. The old card is blocked and unfortunately can no longer be used.

Can you please explain to me. Have you bought a new card or booked an amount on the old card?

Kind regards, Ines.

@o2_Ines I booked an amount on the old card. Yesterday I went O2 shop and an officer explained to me it will be refunded and my number and card can’t be no longer used. I have understand this situation and hope you will also.

I might use different service for the left short period. Although it’s my fault that I didn't clearly understand the letter I sent (refund will terminate number), but I feel a bit inconvenient such important notice were just written as it is not important, with small size of font having no bold or red emphasis. (Because I only focused on main blanks and didn’t think about translating whole document)

Nevertheless, during staying in Germany I have used O2 service quite satisfyingly.

Thank you for your help.

Hey @BubblyPillow,

I’m realy sorry that there were some confiousions about the document. For future requests I will remind to mention these point. Can we still help you out? :) 

I'm glad to hear you were otherwise pleased with us!

Greetings,
Flo