What's going wrong with my account

Have a smarty card to use for just unlimited broadband. And only needed when at holiday home. 

Reset and paid and and showing on bank statement but accout still sleeping. smarty want me to pay twice to log into account.  Getting on my nerves now. 

Never had issues like this before. With smarty. Also want me to verify account but can't get app of screen to log into email account to get code. 

Is it just me.