Smarty paused account

Hi, I have 3 sims mine & 2 of my sons..

Went to manually make his payment today(saturday) to which pops up smarty has paused it & to contact then.. 

I spoke with smarty yesterday so I could manually make my payment on my sim, which is upto date, my other sons sim is fine just checked..

Would anyone know the reason, ( it was showing auto renew was disabled I updated to auto renew then tried to make the amendments,I have a notification then to open my bank & approve which I do & shows the amount to be taken, I acknowledge it & have it say transaction approved, but no payment taken..

Any help or info please (I am a very new customer we've been with a month)

Thank you