Prepaid eSIM order stuck – no identity verification link

Hello,

I ordered an o2 Loop PayGo prepaid eSIM on 27 July 2026 and paid EUR 4.99 via PayPal.

I received the initial order confirmation, but I have still not received:

- an Auftragsbestätigung or Auftragsnummer
- an identity verification link
- an o2 mobile number
- an eSIM QR code or activation information

I submitted the official o2 contact form on 28 July and received only the automated acknowledgement. As of 3 August, I have not received a personal response.

I am a new customer and do not have an active o2 number, so I cannot register for Mein o2 or access the authenticated live chat.

Could an o2 moderator please escalate this case to the Prepaid order team and contact me by private message?

My Bestellnummer ends in 0345. I can provide the full order number, email address, date of birth and payment details privately.

Thank you.