English hotline for prepaid sim support?

Hi everyone,

I currently have a prepaid eSIM and requested a replacement physical SIM. After about a week, the replacement SIM arrived at my address. However, I’m unable to activate it online through the O2 website. The system shows the following message:

SIM-Aktivierung nicht möglich

Der Vorgang kann aktuell nicht gestartet werden. Bitte versuche es in Kürze erneut. Sollte der Fehler weiterhin bestehen, kontaktiere bitte den Kundenservice.”

I called the English hotline for support, but they told me that they only handle contract plans. For prepaid SIMs, only the German hotline is available, unfortunately, I don’t speak German.

Has anyone experienced this issue before or know what I should do? Any advice would be really appreciated!

Thank you!