We can't really help her as we are simply customers.
Looks like you will have to contact O2 or, if you can, call into an O2 store with photo ID.
Personally I would keep clear of having an eSIM for my primary account. You are just storing up problems for the future.
Guide: How to find help & contact O2
This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
