PROFILE NO PLEASE HELP

i have either been trying to log into my mobile app or my internet banking for last 5 hours so my internet banking app is asking me for my profile no which is a nightmare to find since i don't ever remember setting up one my banking app is now asking for confirmation that its me trying to use it but in order to confirm that its me i need my profile no and pin again which i don't know because i don't remember setting one up the second confirmation option is simple all i need to do is punch in my card no and pin now that is also a problem as I keep getting server down error whenever entering my pin