This is not customer services, and no one on here can help you, so you will need to contact o2 customer services all the details are here Guide: How to find help & contact O2
-- iPhone 16 Pro Max - o2 and Spusu Galaxy Z Fold 6 - Mozillion iPad Pro 11 M4 - Three
-- This is not customer services and we dont have access to your account I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company