Unfortunately @Melllissa12 o2 are having a bit of a mare with this as there are lots of people having the same problems.
Standard advice is to try messaging o2 using social media, but they should also be letting us know on the community once they solve the issue.
The links to social media are:
Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) and Instagram (https://o2uk.co/O2CIG)
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
