If this is account based then you need to ring customer services (as this is a community forum)
If it's anything else, we may be able to help?
Veritas Numquam Perit
I see from your other post its about big Bundles https://community.o2.co.uk/t5/Other-Products-and-Services/live-chat/m-p/1176027/highlight/true#M3349...
So please check in My O2 http://www.o2.co.uk/myo2
@kellypartridge9 We cannot advise on account related problems here. Please contact customer service, as @Cleoriff has suggested.
I DO NOT WORK FOR O2
You can check your balance by texting BALANCE to 20202 and the text will tell you your renewal date for allowances.