Trying to top up my child’s phone

[JB150]

I’m trying to top up my daughters phone. I go through all the steps and at the end of the process the screen freezes because the phone is waiting on additional authentication. 
Tried it on my phone, tried it on her phone. 
Nothing happens, no additional authentification screen appears, no email links. Nothing. 
I don’t understand why a simple payment should be made so difficult. 
Can anyone suggest a fix as the call centre doesn’t open until 8am. 
thanks

[JB150]

Fast top up does not work. Exactly the same problem. 

[Leanne_T]

Morning @JB150

Thanks for coming to the community. 

When was the last time you topped up this account? 

Thanks. 

Leanne.