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Hello, 

I am on a plan where I am given around 3.5GB of data. I have already used up this data for this month. Because of this, I have been trying to top-up my plan to have data this month. Over the past week I have tried different methods of topping up and all that happens is that the amount goes to the “Guthaben” section but doesn’t actually get deducted to give me more data.

Because of this, can you help me with two things:

  • Please cancel the past two top-ups as 02 has charged me for this but it actually isn’t giving me the data I need. 
  • Please tell me what the process is to top-up my data so that I am able to use the internet this month

Thanks

 

 

Hello @02_customer_22,

welcome to our o2 Community 😊

I assume that you are talking about a prepaid plan? Please have a look at this article here:

o2 Prepaid - tariffs, packs and options | O₂ Community (o2online.de)

You can order the Data Packs either in “Mein o2” but also in our Mein o2 App.

Topping up your credit doesn’t automatically book more data, but you can use the credit for future bookings as well.

Please let us know if you have any further questions.

Best regards

Giulia

 

 

Hello Giulia, 

How exactly do I use the credit for future bookings? I looked online and even asked German friends and they could not figure it out. 

I need a step-by-step process to use the credit I have. The current process is not very user friendly and I only end up topping it off instead of using what I have.

Thanks!

@o2_Giulia Can you also send me the location where I can ask to cancel my last top ups? These were done on accident and I do not want to keep them.

Hello @02_customer_22,

unfortunately, we cannot initiate a refund of the credit. A payout is only possible in the event of termination. You can use the credit for your next bookings.

Best regards

Giulia

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