SIM card activation with Passport not possible

[renatohlf]

Hello, I'm a brazilian passport holder and  I  bought a CallYa card for 9.99 euros at the local LOTO in Heilbronn - Germany.   However, when I tried to activate via Postident, I was informed that it's not possible to activate the SIM card with my Passport. Please, I need help with this since I paid to have the product working.


The error message: Unfortunately, we cannot identify you in the video chat with this ID document.

Try a different document and / or procedure. You want to be guided to the process selection. 

[Mav1976]

Hi @renatohlf,

Did you use this website to register your SIM-card?

Brazil is listed so I'm wondering why the post office decline the the registration. 

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You need:

POSTIDENT coupon which can either be printed out or presented via smartphone
Proof of identity e.g. passport or ID document

Your passport is still valid? Do you also have an ID card instead the passport?

[renatohlf]

Hi, @Mav1976 

Thank your for the answer.

1. "Did you use this website to register your SIM-card?"  -  Yes

2. Your passport is still valid? Do you also have an ID card instead the passport? -
 My passport is valid. I have an ID but it just got expired, so I can't use it until I get the new one.

[Mav1976]

Hi @renatohlf,

But it should be also possible with your passport. Did you get any information in the post office why they declined the registration?