unable to reset password

Hi, I can receive SMS codes and I was able to log in to o2online.de using an SMS code for my mobile number. However, when I try to access sensitive functions such as ordering an eSIM, viewing my data, or showing my PUK, the site asks for a full Mein o2 login.

Forgot password asks me to enter my PUK. I still have the original PIN/PUK card from when the SIM was physical. The original SIM PIN still works on my current eSIM, but the website rejects the PUK in the password reset flow.

Could you please check why the PUK is not accepted for Mein o2 password recovery even though the SIM/OTP works, and either reset my full Mein o2 login or issue a replacement eSIM after verifying my identity?
Edit o2_Bianca 12.07.26 11:28Uhr: Moved from Mein o2, o2 Online & E-Mail to English o2 Community mobile