Die SIM-Seriennummer konnte nicht gefunden werden. Bitte prufe die SIM-Seriennummer.

[Petrb1]

Hi, I'm trying to register my prepaid callya sim card, but getting following error: The SIM serial number could not be found. (The SIM serial number could not be found. Please check the SIM serial number.) Please check the SIM serial number. I've tried to contact support on all channels, whatsup, Tobi, helpline, but it's all ai chat telling me to call non existent number 01721234567

[Petrb1]

Die SIM-Seriennummer konnte nicht gefunden werden. Bitte prufe die SIM-Seriennummer.

[Mav1976]

Hi  @Petrb1,

From where you bought the CallYa package? Are you sure it's CallYa or prepaid by Otelo (subsidiary by VF)?

[Petrb1]

Hi, from Vodafone store. On the package it says CallYa Allnet Flat M

[Mav1976]

Hi @Petrb1,

You are sure that you enter only numbers into the certain field? 

Try also using the Google Chrome browser. 

[Petrb1]

I'm hundred procent sure, I verify it again receipt and it correct. Helpline also proposed to try different browser, I've tried Edge, Chrome, Firefox, same issue on all of them.

[Mav1976]

Okay @Petrb1,

Then I recommend to get in touch with the customer care support via WhatsApp chat. 

Use the CallYa WhatsApp chat. 

Callya WhatsApp/SMS Chat

(between 7:30 - 22 daily)

You'll start with TOBi, the AI, but don't worry. After some common questions you answer, ask persistent to forward to a VF staff. You will ask twice or three time maybe till TOBi forward you to a staff. 👍

[Petrb1]

I'm trying that for few days, never get live human agent on chat, sometimes it ask me for number for callback. But live agent doesn't speak English, or they don't know what's wrong.

[Mav1976]

@Petrb1 

Try with the sentence "Bitte an einen Mitarbeiter weiterleiten". Maybe you have to do this several times. 

And use the CallYa chat number! In my answer above you can see the number with the mouseover effect.