pending contract

You can only confirm your email address once you've registered your phone number for My o2. You specified your PKK during the ordering process.

I did, but it keeps rejecting, and I did not create an account, all I did was place an order directly from the site without creating an account. While I was ordering it requested for an email and the PKK code which I filled in, I made the order and had a deduction from my bank, and now O2 wants me to verify my email which is somehow difficult to do 

You can only create an account after activation, not when placing an order. You're just interested. As mentioned, activate your SIM card first. The phone number will be sent to you via SMS. Then register it for My o2. Then you can confirm your email address.

Thank you again for your help, I already tried this method and it still doesn't work. They sent the. Number via sms tried registering, but it does not work. 

What exactly isn't working during registration?

It's not recognizing the number and the pKK. It let's me put in the email address, but since I didn't create an account, I don't have an email, so when I click on forgot password it requires a contract number and PKK pin and when I insert it rejects. 

Sorry what I meant was since I did not register on the site I don't have access to the account. It only recognizes my my email because I used it to order. 

Hello ​@Marc Taben,

welcome to our o2 Community 🙂

Did you try to register the phone number which you received by us via SMS when activating one of the two SIM cards sent to you, on our registration page: login.o2online.de/signin/XUI/?service=UserRegistration#login/?

Did you only wanted to order the iPhone 16 PrMax and not the SIM cards, that is a mobile contract?

Best Regards,

Gerrit

Hello thank you for getting back to me. I have a mix up with registration. And ordering, but from what I can tell is, I have placed an order for an IPhone 16 pro max which deducted the amount from my account already and sent a notification saying it's on its way, my very first order was the sim which I assume was a mistake then I placed another order for the phone, so while placing the order it requested for my informations which I did filled and requested for a pin which I filled ad well. 

It said the order was successfully placed and made a deduction from account , and a confirmation was sent to my Email used. After a day or two I got another mail telling me to confirm my email for further informations regarding my order's shipment, I tried logging in with my email and since I did not creat an account directly, I clicked on forgot password and tried logging in with the contract number i had received and PKK number as well, but it kept on denying. So my questions are,

Can't your service generate a link that can permit me logging or access the account related with my email, also I registered the number I received with another account is there a way ro help me access the account, if not how do I get my refund, I spoke with two agents already and non seemed to help, they said they will call back and never called to assist me with the issue. 

Thank you and I look forward to hearing from you soon. 

Hello ​@Marc Taben 

for your feedback and detailed description. You are currently not registered with your contract here in the o2
community, so we cannot access your customer data to look into this. Have you already contacted customer support
by phone?

Best regards
Daniela

Hello there,

Thanks for reaching out. The whole thing is just confusing, it tends out that I used one number in creating two account and I don't know for which is the dominant, and it's confuses. When I place an order with one account verified with one of the emails I used in order, it declines the purchase, but I already got a refund of what I paid. Issue is how do I start tye process again since I am currently using the number with contract.. how do I go about ordering the phone on installment? 

Thank you and beat regards 

Hello!! 

I have been facing an issue which is causing me alot already. I don't think the O2 online help desk is willing to do anything about my issue. 

Just last month, I tried ordering a phone on contract online from the O2 website, without creating an account, I proceeded with my order, filled in my email, house address and I somekind of 4 digit code which I didn't think was so important. Upon order the phone of course I took a sim card plan, and without checking, I placed the order and a sum of €185 was deducted from my account, then I got an email saying the order gone through. After about two days I received another email confirm my order being handed to DHL and I was provided with a tracking number which made me feel relax. After that day had passed, I received a post from O2, and when I opened the envelope, I noticed two SIM cards and a contract form in it and I was confused why the phone didn't come together with the SIM, and also why I received 2 SIM cards instead. So I opened one of the sim cards and activated it which I am currently using. 

The following day, I received an email from O2 asking me to confirm my email address by logging into my O2 account, since I only did the purchase without creating an account I took the forgot my password option, and was required to login with my contract number and PKK. I filled field with the contract number but unfortunately could not figure out which numbers I had put in while creating the account . And had no means of getting access to the account. In all my attempts , it kept on showing me incorrect PKK. I created another account under O2 and tried linking this email with it and using the number I had activated, just to see if I could access the other O2 account through the new one I created, but it seemed impossible. So I called the O2 hotline explained them what had happened and equally told them about the 2SIM card I received, he said he could not disclose my PKK to me, and said he was going to get back to me. I felt frustrated and ordered that the order should be canceled, I was told I will get a refund in 10 business days. 

After 10days had gone, I received a refund, for the phone. And I tried the ordering at fresh with my new account, and it kept on rejecting. I became tired and had ro let go. I called the hotline service again and told them the issue and they told me the were going to get back to me I also asked them to check if the number inwas using was active which they confirmed, and the plan had already started. I later on realized that the other phone had activated by itself and is currently running, I called the O2 hotline again and they said it automatically reactivates after a period of 2weeks, I told them I didn't want two Sims and I already told them to cancel the other sim from the start, all what he said was he was sorry and that it was currently running and I will have to wait right to the end of this month. Just last week I received an invoice from O2 telling me I have a pending bill of about €185, and I am confused where it's coming from, mean while I started the contract not even up to a month old. Now my issue is, where is the 185€ coming from and will I be paying a double bill for my simcard plan everything is just messy right now. I equally got a bad review from SCHOUFA that was given by O2, which talks about my address changes, whereas I used just a single address, and I only changed my email because the hotline service were not so determined to help me sort out the account stuff. Also I am looking forward until the end of this month, to terminate the contract online and do it at the store, because every store I visited kept on saying, I did the contract online and it must be treated online, like I don't get it aren't you all thesame company or what is that supposed to mean.. 

I will appreciate it if I can get positive response from O2 and how I might go ahead resolving this issues.. 

Thank you 
Edit o2_Bianca 23.09.25 11:03Uhr: Comment moved here as it concerns the same issue

Hello ​@Marc Taben ,
so everything has been cancelled in the meantime?
The mobile phone order and the contract?
I don't think the new order will fail because of the email address.
Unfortunately, we do not have access to your data.
Please contact the hotline directly.
Our English-speaking postpaid and landline support for you. 089 66 66 30 08 1 (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays)
Kind regards, 
Solveig