I had same trouble (I paid bill late and it often plays up when I lose track of time 🙄) anyway agents go home at 9pm and after that you’ll get a useless bot,so best to go on live chat tell agent and they’ll talk you through it,usual way is turn it off for 20 min but it didn’t work for me until I had real agent on chat and you short of time to get an agent ,I spoke to Brett and he super patient and helpful and mine all good now .hipe this helps
