Yep, it's the Catch 22 system employed by O2
If the old SIM working at all? I would use that rather than an eSIM which are more problematic than they are worth on O2
If not call into an O2 store with photo ID or phone O2
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.
