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Prepaid sim order not recieved


I had ordered a prepaid sim card online on 3rd Dec and I haven’t received the Sim card yet even after 15 days. I am new in Germany and I really need a German phone number for my bank account and other things. Shops are closed due to lockdown and I can’t buy a sim from shop. 
It is an emergency. Please tell me why my sim card is not delivered yet. 

 

Edit by o2_Katja: Verschoben in unseren Englischbereich

11 Antworten

o2_Tobias
  • 11690 Antworten
  • 28. Dezember 2020

Hi @Nazim Abbas

 

welcome to our English community and as a new prepaid-customer. 

 

I regret that you did not receive your sim-card yet.

Did you check if the address is correct in the order? 

Is your name indicated on your letter-box?

 

In order to check everything in detail, I have just sent a private message to you via @o2_Support. Please reply there to my request. 

 

Loving greetings,

Tobias


o2_Tobias
  • 11690 Antworten
  • 18. Januar 2021

Hi @Nazim Abbas

 

until now, you did not yet respond to my message at @o2_Support

 

Could you already clarify your issue?

 

If you need any support, just let us know. 

 

Loving greetings,

Tobias


  • Neuling
  • 1 Antwort
  • 25. März 2022

I have also ordered a prepaid sim on the 14th of March and still did not receive anything. When i called the prepaid hotline they told me there is nothing they can do???? If they can’t do anything then who can? I urgently need the sim card as i heavily rely on my data to use google maps.

i checked my address is correct, name is correct, everything is correct


o2_Lars
  • Moderator
  • 23643 Antworten
  • 3. April 2022

Hello @Rola Azar and welcome to our o2 community :-)

In case you need a SIM card as soon as ossible the fastest way is always to buy one in a shop in your vicinity, you will even find prepaid solutions in supermarkets. 

If you already ordered a SIM card then we have unfortunately no possibility to accelerate sending the SIM card.

Maybe you already recieved it meanwhile? :-)

Regards,

Lars


I ordered o2 Prepaid Max on Saturday 21.06.2025, I have received email stating that my sim card is activated already, the message does not display the phone number I’ve been allocated, but the sim card itself still hasn’t arrived in the post. The address is correct, I’ve checked the post daily. 


o2_Rebecca
  • Moderatorin
  • 2348 Antworten
  • 26. Juni 2025

Hello ​@gabrielfundatureanu , thank you for your message 🌼

Usually it takes 3 - 5 workdays for a SIM-delivery. Should the card not arrive by the end of the week, i advise you to contact my colleagues at the Prepaid-Hotline

Unfortunately we have no way of accessing data for that specific order since it is not linked to your Community-account.

Kind regards,

Rebecca


Hello Rebecca, it’s been more than a week now and my sim still hasn’t arrive, I tried contacting the helpline, but unfortunately the prepay hotline is not english speaking team and since I don’t know german I’m unable to get in touch with them. Is there anything else I can do to sort this issue out, because it’s frustrating to wait more than a week for my sim, I need my internet and O2 already collected my 75 euro….Thanks


o2_Rebecca
  • Moderatorin
  • 2348 Antworten
  • 2. Juli 2025

Hey ​@gabrielfundatureanu ,

Oh, money has already been debited? That is not good and i absolutely understand the frustration 😔 Is there someone you know who speaks German who could call the Hotline for you and translate?

If not, use our online contact form. A response might take a little while, though. 

I’m sorry that we can’t offer a more immediate solution.

Kind regards, Rebecca


o2_Rebecca
  • Moderatorin
  • 2348 Antworten
  • 2. Juli 2025

Little disclaimer for everyone who recieved a notification: i accidentially tapped the button to mark a solution, i deleted that right away. I’m sorry for the inconvenience 🌻

Kind regards, Rebecca


At this point I would be interested in cancelling my order to get my money back. Is there a way to do that ? Thank you


o2_Rebecca
  • Moderatorin
  • 2348 Antworten
  • 4. Juli 2025

Hi ​@gabrielfundatureanu ,

I’m sorry that you don’t want your order any more, however i understand wanting the money back. If your order is not older that 14 days you can still withdraw from it (Widerruf einreichen). To do that use the E-Mail Adress provided within the cancellation policy you should have recieved after placing the order: widerruf@cc.o2online.de

Otherwise please use the contact options mentioned in my last post.

Kind regards, Rebecca


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