problem with sim card activation

I bought a pre paid sim card from Edekka when i did the video activation it failed due to problem with surname when i went back and adjusted the name I wasn’t allowed to do video verification anymore and only the post procedure so i went to the post office today to do the activation and received an email that it also failed for some reason, when i log in to the identification website it says that it is not available at the moment after i enter my number and birthday.

what am i supposed to do ?

Edit o2_Manuela: separated from: 

18.03.23, 15:00 Uhr

Hi @Aboodmady , 

welcome to our community! 🤗

I am sorry that the activation of your sim card does not work as planned. 

But don´t worry, together we will get your sim card working.

You will get a private message from o2_Support shortly.

Best regards, 

Manuela

Edit o2_Manuela: Link for private messages added

Hello i was asked to mail my documents to O2 in Nürnberg and i didn’t do it yet, not sure why can’t i just mail it to the office near me in Darmstadt but i will try 

thank you 

Hello @Aboodmady ,

all kinds of mail concerning customer services are processed in our Nuremberg office, as such please send in your documents there.

Kind regards, Sven