Thema "Betreff: Issues with Customer Password (eSIM CallYA) - Assistance Needed" in Ohne Vertrag: Prepaid-Tarife & Abrechnung

Issues with Customer Password (eSIM CallYA) - Assistance Needed

Nakrul — Mon, 10 Feb 2025 13:55:35 GMT

Hello,

I recently received an eSIM and I’m facing an issue: I do not have a customer password, which is preventing me from managing my account through the Android app or the website.

I’ve tried contacting customer service via two WhatsApp chat numbers (+49 172 1217212 and +49 172 2000229), but unfortunately, I have been unable to get past the bot for the past two days. Additionally, I do not speak German and it is not possible for me to make a call at this moment.

Could anyone from the moderation team assist me with this issue? I would really appreciate your help in resolving this matter.

Thank you in advance!

Betreff: Issues with Customer Password (eSIM CallYA) - Assistance Needed

Mav1976 — Mon, 10 Feb 2025 18:53:17 GMT

Hi @Nakrul,

From where did you get your eSIM? Did you order your prepaid tariff via the Vodafone website directly?

Betreff: Issues with Customer Password (eSIM CallYA) - Assistance Needed

Nakrul — Tue, 11 Feb 2025 15:42:28 GMT

@Mav1976
Yes, from Vodafone website directly. Prepaid CallYa Classic.

Betreff: Issues with Customer Password (eSIM CallYA) - Assistance Needed

Mav1976 — Tue, 11 Feb 2025 16:42:05 GMT

Hi @Nakrul,

Then you set the customer password by yourself.

This password is also necessary to open the encrypted PDF for your eSIM profile.

Have a look at this example:

Betreff: Issues with Customer Password (eSIM CallYA) - Assistance Needed

Nakrul — Wed, 12 Feb 2025 05:45:36 GMT

Thanks, @Mav1976 .

It's quite hard to understand that the customer password is actually the PDF password. I managed to add the contract to my account.

Solved.

Another piece of feedback for Vodafone remains valid – customer support via chat is extremely frustrating, as the bot makes it nearly impossible to reach a human agent.м

Betreff: Issues with Customer Password (eSIM CallYA) - Assistance Needed

Mav1976 — Wed, 12 Feb 2025 11:40:02 GMT

Hi @Nakrul,

Thanks for your response that one issue was solved.

I can understand your frustration. You're right that TOBi is very tough. But only via the WhatsApp chat you can chat with an English speaking agent.