Online upgrade problems..

Did an online upgrade on saterday for a nova 9se plus hauwei band8. Got a call this morning at 10. Went thru everything did the Debi check. The system had problems sending the OTP. The lady who helped me said she'll phone back after 10 minutes so we can try again. Its 16:47 05/01/2023. And no call back. When i go into my orders it states "sorry to see you go"....???? I didn't cancel.