Cannot log into mobile app

Please help, I cannot log into the the mobile app, having logged in several times successfully, the app support within the app is not helping in any way as its automated, there is a option to request a live agent but no-one arrives, it asks for the last 4 digits of a top up card which I have entered, saying its incorrect

Try typing “live agent”. That should get you past the chatbot.

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Just to be sure- you put LAST 4 digit from card’s numer used to LAST topup, right?