URGENT: Bot cancelled my prepaid contract by mistake & missing 3GB bonus

Hello ​@PrepaidUser88 ,
welcome to our o2 Community 😀
There is no cancellation on record for your prepaid-contract. 
I can’t see a top-up dated 12 August 2026 yet.
The last top-up was on 5 August 2026.
As we’re currently experiencing some issues with the display and processing of top-ups, it may be that your top-up hasn’t been recorded yet. 
And the bonus isn’t visible yet either. 
This should be working again in a few days. 
If your top-up still isn’t visible by the middle of next week, please get in touch again. 
Kind regards, 
Solveig

Hello @o2_Solveig,
Thank you for your help and for confirming the contract is safe!
Since it is now the middle of the week, I wanted to follow up. Could you please check if my top-up from August 12th (9.99 EUR) and my 3GB SEPA bonus are finally visible and active in the system?
Thank you in advance!

Hallo ​@PrepaidUser88 ,

Sorry for the delayed answer 🌻 as is the nature of a forum, answers may take a while here.

I still haven’t been able to find a deposit made on 12 August :/ It’s best if you contact the Prepaid Service directly about this.

If you’d rather not call, you can also use our live chat → Unser O₂ Live Chat - so findest du ihn und loggst dich ein | O₂ Community This FAQ is in German, but i’m sure with a translator app and the screenshots provided it will help regardless.

Kind regards, Rebecca

Hello @o2_Rebecca,
Thank you for checking! That is very strange, because I can clearly see the 9.99 EUR deduction on my bank statement (SEPA Direct Debit completed on August 12th).
Since I cannot post my private bank details here on the public forum, could you please send me a Private Message (PN) so I can securely send you a screenshot/PDF of the bank transaction?
I would strongly prefer not to use the Live Chat again, as the chatbot there is the exact reason my contract got mistakenly cancelled in the first place.
Thank you for your help in resolving this missing payment issue!

Hello @o2_Rebecca,
A quick update: I just double-checked my bank statement (PDF). It turns out the SEPA Direct Debit was actually fully booked and cleared on my bank account on August 13th, not August 12th.
Could you please check your system again for a 9.99 EUR deposit under the date of August 13th? Hopefully, you can find it there. Anyway I have already a .pdf confirming payment from DB.
Thank you!

Hello ​@PrepaidUser88 , thanks for getting back to us!

I have checked again and still couldn’t see a transaction from the 12th or 13th of August. I did however find an announcement from August 11th, stating that we will debit the 9,99 € withing the next 3 workingdays, which fits with the debit you see on in your banking history.

Unfortunately we don’t have the possibility to check for any payments further here in the forum, so sharing your bankdetails or a screenshot of the transaction won’t help, sorry :( as much as i’d like to solve this issue for you directly, i have to ask again that you contact our prepaid service deierctly.

Kind regards, Rebecca