Hello @puuuuj,

welcome to our o2 community

If your name has changed e.g. due to marriage, please send in your request by mail to Telefónica Germany GmbH & Co. OHG, O2 Prepaid Kundenbetreuung, 90345 Nürnberg or via Fax to 089 9545 79 015. please enclose a copy of your proof, e.g. your ID or passport.

I suspect the problems with your credit card also had something to do with your name. Meanwhile, you will have to user other possibilities to recharge your card.

Please let us know if you have any further questions.

Best regards

Giulia

Hello,

Thanks for your response. I would soon mail my details to the above address.
Besides, I am still unable to add my bank details on the O2 account. I tried calling on the hotline number but I do not understand German so I am unable to move forward while calling the service number.

It would be really great, if you could share a contact details who might be able to talk in english. It would definitely work 10/10 :)

Thanks in advance!

Hi @puuuuj 

there is an english hotline but I’m not sure if my colleagues can help out in prepaid issues, the info still says postpaid.

Best regards,

Michi

Yes! The moment I mention that I need help for O2 Prepaid, they refuse to help. But I completely understand because it’s a postpaid :(

If you/someone can share at least one prepaid contact number for english, I would really be grateful.

Hi @puuuuj,

unfortunately there is no english-speaking hotline at the moment.

If there are any documents needed to solve this issue, I would suggest a request like o2 Giulia mentioned earlier.

Best regards,

Michi