Issues with Customer Password (eSIM CallYA) - Assistance Needed

[Nakrul]

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!

[Mav1976]

Hi @Nakrul,

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

[Nakrul]

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

[Mav1976 · Accepted solution]

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:

[Nakrul]

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

[Mav1976]

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.