Prepaid eSIM order stuck – no identity verification link

Nothing can be done for you here. You can only get help from the prepaid service.

Thank you for your reply.

Unfortunately, I do not speak German well enough to handle a telephone call.

Is there any written support channel for the prepaid service, such as email, chat or private message, that can assist a new customer without an active o2 number?

I have already submitted the official contact form, but I have received only an automated acknowledgement and no personal response.

Unfortunately not. Ask a friend who speaks German well if they can call for you.

Hello ​@jie0055,

welcome to our o2 Community 🙂

Could you arrange for a call to our hotline regarding your order of a Prepaid card?

Best Regards,

Gerrit

Hello Gerrit,

thank you for your reply.

Unfortunately, I cannot manage a German-language telephone call, and I do not have anyone available who can call the hotline for me.

As I do not yet have an active o2 number, I also cannot use the authenticated prepaid chat.

Would it be possible for you to open a private-message conversation with me and check or forward my prepaid eSIM order to the responsible team?

I can provide my full Bestellnummer, order email address, date of birth, billing address and PayPal payment confirmation privately.

I only need the identity-verification link or confirmation whether the order can still be fulfilled.

Thank you very much.

I'm in the same exact scenario. Ordered one I was visiting Germany on July 27th. I have long since left the country, and still no e-sim.

Absolutely no way to contact this abysmal company. 

I guess I have to take it up with my credit card company.

Filled a complaint with my CC company and the charge was immediately and permanently reversed.

​@Telemachus 

Very good, it is possibly the only way to get one's money promptly.

Hello ​@jie0055 ,
unfortunately, we don’t have access to your details here in the community. 
You’re still registered here as a prospective customer. 
Please try contacting the English helpline. 
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 

Hello ​@Telemachus ,
welcome to our o2 Community 😀
I’m sorry that the eSIM isn’t working. 
Unfortunately, I don’t have access to your data either.
So I can’t check what happened here.
I hope your issue has been resolved. 
Kind regards, 
Solveig 

Completely resolved. As there is no way to get a hold of your company in any way shape or form, my credit card just reversed the charge.

Very good. Thanks for the feedback.

Just when I thought I was done with this company forever. 

After receiving the chargeback from my credit card, they opened a dispute. 

And then, 19 days after ordering the prepaid e-sim, they finally delivered the email offering the link for identity verification. 

That sounds like the only way you get your order processed is to file dispute with them. 

I feel like this should be an easy fight with a credit card company, but we will see.

19 days is indeed very long, ​@Telemachus, although the shipping also might play a role.

Yes, when there is no login for a customer account, from here we have no access due to data security reasons.

Please, keep us updated here if you want to.

Best Regards,

Gerrit

No shipping. E-SIM. The only reason the company delivered it all is because I issued a chargeback through my credit card.

And you do have access, we are given a order number. You just choose not to access it and help.

Hello ​@Telemachus ,
I’m verry sorry. 
I’s not like that.
For data protection reasons, we are only permitted to access customer data here in the community
if the user account in the community is linked to the customer account. 
Kind regards, 
Solveig 

I have exactly the same problem. This company is such a headache. It’s incredible that they haven’t gone under by now.

​@ascan06 

Nothing can be done for you here. You can only get help from the prepaid service.