Rica is frozen, but you've taken my money already

I have been trying since last night to activate my SIM. You when already deducted the payment from our account. I have followed all the steps where I submitted my proof of address a d ID documentation, but when I get to the last page where they ask you to turn your face to the right, it just freezes there. Now it won't Rica, I can't use the service that we have paid for. That wood just hangs and hangs and nothing happens. It tells me to wait for the prompt and no prompt ever comes up. So how am I supposed to finish the process if the last step of the process is not working and you've already taken my money!!!!!!!! I am doing it on my smartphone as instructed. My SIM came via take a lot, I created my account, banking details, EVERYTHING and now it's freezing on the last page where it asks you turn your face to the right. No prompt comes up for me turn my face to the right. Now I'm paying for a service that I can't use, because your system is freezing on that page. Please contact me via email. I cannot answer my phone during the day.