SIM never arrived - cannot register for Mein O2 (verification code goes to number I dont have)

Correction / more details:

To help you find my account faster, here are the exact contract details:

• Tariff: O2 Mobile Unlimited M Flex with 100 Mbit/s (not Unlimited L)
• Price: 29.99 EUR per month
• No minimum contract period - cancellable anytime with 30 days notice
• No activation fee
• Ordered as an eSIM - the eSIM QR code / activation data never reached me

The verification code for Mein O2 goes to the contract mobile number xxxxx, which I cannot receive because the eSIM was never activated/delivered.

Since you (O2) have my order data on file, could you please verify my e-mail address (xxxxx) and help me activate the eSIM or access my account? Thank you!

Edit o2_Gerrit 02.09.2026 removed private data

Hello ​@jonas_cux_2026,

welcome to our o2 Community 🙂

I have removed your personal data, as it is public and worldwide accessible when writing in our community.

That is not so nice that the parcel has been lost.

Due to you being registered with a prospect account not linked to a contract, from here we cannot access your date.

Our customer service via our English Hotline 089 66 66 300 81 has better possibilities to legitimate and help you with getting the SIM of your contract activated.

Best Regards,

Gerrit

Hello Gerrit, thank you for your reply and for protecting my personal data - I appreciate it.

Unfortunately I have a language problem: I do not speak German, and I have difficulties with phone calls in English as well (my English is limited). Calling a hotline is very difficult for me.

Is there any other option that does not require a phone call? For example:

• Can you open an internal ticket/request for me with the order details I can provide here (privately, if possible)?
• Is there any way to verify my e-mail address on the contract or activate the eSIM via a written/online process?
• Can a colleague from a non-German-speaking team help me through this community thread or by e-mail?

I can provide my contract details privately to verify my identity. Please let me know if there is any written alternative. Thank you very much for your help!

Yes, there is the way via our contact form, ​@jonas_cux_2026, as in our community we cannot legitimise via private messages.

Best Regards,

Gerrit

Thank you Gerrit! I tried the contact form at o2online.de/service/kontaktformular/ but on my browser it only shows a help page without the actual form fields (I cannot select a topic / the form does not appear without a Mein O2 login).

Could you please send me the direct link to the contact form where I can type my request as a non-logged-in user? Or is the contact form only available after logging in? If so, is there any other written way for me since I cannot log in?

Thank you for your patience!

I have this link to our contact form: Kontaktformular.

A login is not necessary, ​@jonas_cux_2026.

Does this link work?

Best Regards,

Gerrit