Hello, I have the same problem. I have lost my prepaid simcard. I went to an O2 shop yesterday, they told me it was not possible to get a knew one in the shop. 

They said I had to order one online, but that isnt possible either unless I had pre registered the card on the o2 website, which i hadnt. 

Is there any way to get a new one sent out?

Edit by o2_Andrea: Beiträge zusammengeführt

Hello, anyone able to help

Hello @AEL2023, welcome at our community. Nice to have you here.

It's a pitty that you lost your card and i am sorry that you didn´t get a new one at the shop.

I can send you a new card with your existing phone number, this costs a one-time fee of €9.98.

For this I need your data, which you can send to me via private message at @o2_Support Please only send your personal information there and not here publicly in this post!

Kind regards, Ines.

Hello, @o2_Support  I have lost my Prepaid Sim card and want to get the new sim card. 
As you have mentioned that you can provide new card with one-time cost so please allow me to send you private message with my details. 

Thank you for help 

@o2_Support  Can you please help ?

@o2_Ines  Can you please help ? I have lost my prepaid sim card..

Hey @malik109,

Welcome to the o2 Community and happy new year!

You can order a new SIM card in "my o2". You will find the option under the "Tariff & Sim" tab. 

Best regards,
Flo

Mods zur Info... 

Hi @o2_Flo ,

   There is no option visible as you said. There must be some issue in o2 portal. Can you please check? I can share you my credientals as well  

Hello @malik109 ,

please stay within one topic with your questions. It’s not helpful if answers to the same questions end up spread across multiple threads.

Kind regards, Sven

@o2_Sven , If you not reply for a week, what should I do? 

o2 customer service is very bad.. its a basic thing which takes week and still not resolved. 

Hello @malik109 ,

it can always take some time until we can answer you here, if you want a more direct communication, that is what hotline and chat are for.

Kind regards, Sven

@o2_Sven, you are not correct here.

   1- The helpline only in German (not in English so useless)

    2- Chat (just a bot  with no information and redirect to helpline) 

Now what?

Hello @malik109, 

we also have an english hotline. You can reach them at the following number: 089 66 66 30 08 1

Best regards
Cora

This is only for POST PAID.. Don’t miss guide.  It is clearly mentioned that PRE-PAID sim is lost.

Hello @malik109,

I apologize, our english hotline is indeed for landline and postpaid issues. 

If you login into Mein o2 and go via "Tarif & SIM-Karte" > "SIM-Karte verwalten" > "Ersatz SIM-Karte aktivieren" > "SIM-Karte aktivieren", do you have the possibility to order an exchange SIM or do you get an error message?

Regards,

Gerrit

@o2_Ines 

Hi, can you please help me as well ?? my wife has lost her phone with sim card together. she can not login to the website, since a code required for that. how can I get a new card with the same number? I can provide all the documents needed as supports. thanks

@Sk Fazla Rabby 

Hi,

Do you have the SIM jacket (the one with PIN and PUK code)? 

Hi @Sk Fazla Rabby, welcome at our community.

Oh, it´s a pitty that your wife lost her cell phone.  Does she use a prepaid or postpaid card?

Kind regards, Ines.

Hi she was using prepaid card. We don't have PUK , but we know the PIN and We have a picture of the card. Thank You

Edit o2_Kathi 04.09.24 Full quote removed

Good morning @Sk Fazla Rabby 
Unfortunately, we cannot send a replacement SIM card for your wife's prepaid SIM from here as your community account is not linked to the customer account. You can reach our English hotline Monday to Friday from 10 a.m. to 6 p.m. at 089666630081. 
Best regards, Kathi