my phone was stolen and I need another sim card

Hi @Gabiporazzi ,
thanks for your request and welcome in our community.💙
Are you allready registered at our website?
Which device are you using?

kindly regards
Michael

Thank you for answering Michael.

Yes I am! But with another e-mail. (XXXXX) 
I was able to access Mein O2 per SMS that’s why I cannot login anymore.

I even have my contract here with me, in case I need to prove I am a client already.

I bought a new iPhone (14 pro max)

Edit o2_Antje: Personal Data deleted / 20.11.2022 / 17:14 Uhr

@Gabiporazzi thanks for your answer.
Do you allready have a new card? 
Have you already looked how to order a new card? 

kind reagards 
Michael

Yes I did! But the problem is that I am not going to Germany for some time now, and there are no O2 stores where I am living (Italy). So I don’t know what to do. I cannot access MeinO2 to order a new Sim, or cancel my plan. I try to call the hotline but nobody answers. I don’t know what to do anymore. I thought about ordering an e-SIM so I can start using it from here. 

I see. I am not living in Germany anymore, and in two weeks I am moving back to Brazil. It was a post paid card. I try to call in this number but nobody answers unfortunately. When I made my contract, I was told I could cancel it whenever I want through the app. So I would do that but they stole my phone. Now I cannot have another sim card, can’t acess my account and to complete, my Sparkasse Konto is connected in this number, and I cannot close my bank account too. I see I have a big problem here, I’ll have to travel to Munich just to close a phone contract. There is no other way to solve it? Thank you. 

Hi @Gabiporazzi , 

our English Hotline is open today 10 am - 6pm.

There you can order a new e-sim.

Did you try to call the Hotline again and did you lock your lost sim card already?

If we can support you, just write us here. 

Best regards, 

Manuela

Hey @Gabiporazzi ,

I thougt you wanted a new SIM-Card but as you are mentioning now: 

When I made my contract, I was told I could cancel it whenever I want through the app.

This is correct. You can cancel your contract via o2 App.
But the termination of your prepaid SIM_Card is not mandatory.
Once a certain time has passed your sim card will be automatically deactivated if no further use and account charging is noticed.

But if you want to choose the formal way.
You can cancel you contract  and request the payment of your remaining balance via letter.
You can use this form: https://www.o2online.de/assets/blobs/pdfs/prepaid-guthabenauszahlung/

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Sparkassen- Problem:
Have you tried to call your Sparkasse and change the number which is connected to your account? Tell them your Phone was stolen?
Or do you have freinds/family in germany we could send your SIM-Card to after an identification process and could forwarded to you in Brazil or Italy? 

Best, Matea