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O2 Prepaid card replacement

H
Rang

Hi. I lost my phone and my old O2 prepaird number. I have tried calling O2 prepaid helpline but my german isn’t good enough and I don’t understand why it is so complicated to get a new sim. I got a new temporary sim from o2 and even asked them to switch the old number to it, but it didn’t seem like it was an easy process. It should not be so difficult to just get a replacement prepaid sim or to uptake my previous number

 

I really need help and it’s extremely important because I have many essential contacts who only call on my previous number. I really need a new sim from my old number. Unfortunately my password for Mein O2 app isn’t working for the older number, so I can’t even log into the app. Please help. I’m very worried because I was in the midst of some very important negotiations through the previous number.

 

 

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Lösung von Anonymous 20 March 2023, 17:50

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6 Antworten

A

Hi!

 

Did you open a Mein o2 account with your mobile phone number before you lost your mobile phone?
Then you can order a replacement card in Mein o2.

 

https://www.o2online.de/ecare-prepaid/sim-bestellen

 

 

Select “SIM-Karte verloren” (sim card lost) and your lost sim card will be blocked immediately.

H
Rang

@tearsbeforecrying I used Mein O2 on my previous phone, but I do not have the password for it to log into the account again. i was using biometrics for it. I tried many passwords on my new phone, but i can’t log into Mein O2 because the ‘reset password’ feature sends a new password in an sms to the same number (in my case, the one I lost).

 

Therefore, I feel like I’m completely locked out of any recovery option from my side. I really need support from O2’s end for this reason.

H
Rang

Can someone from O2 please help?

o2_Matea
Benutzerebene 7

Hey @Haidexter ,
welcome to the o2 Community :-)
Do you still need a sim card replacemtent? I’m more than happy to help.
For urgent matters you can also contact our english speaking Hotline: ( 089 6666 300 81) Welcome to our english speaking O₂ Hotline | O₂ Community (o2online.de)
Please let me knwo, if you need further support.
Kind regards, Matea

💡 This might be helpful as well: FAQ section and overview of our services | O₂ Community (o2online.de) 

A


For urgent matters you can also contact our english speaking Hotline: ( 089 6666 300 81) Welcome to our english speaking O₂ Hotline | O₂ Community (o2online.de)

 

No, they can`t help him/her. Because:

 

 


Please let me knwo, if you need further support.

 

You can send him a replacement SIM card directly. Why don't you want to help him/her?

o2_Matea
Benutzerebene 7

Hey @tearsbeforecrying,
thanks for the reminder. I totally forgot. I was just focusing on the fastes solution.
It is great to see how protective you are and how you are ready to help the community🙂

As I mentioned, I’m always happy to help :-)
So, I’m asking you to be careful with such statements:

Why don't you want to help him/her?

For me it is very important to offer help, as well as to follow the data protection guidelines. (As I understand that this is an urgent matter)
So, if @Haidexter reports back and still needs help, me or a colleague will come rushing to his aid.
I won’t send him anything without asking for his current consent and his PKK. 
So let’s hope that Haidexter reads this and answers fast :-)
I say this with 💙
Best, Matea

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