Trying to reset password, but don't receive temporary password text

Hello,

   The old password does not work for my contract paid SIM card (for some unknown reason) so I tried to send myself a temporary password.  However, I am not receiving a text with the password.  I have had this issue before and thought it was resolved but apparently it is not.  Can one of the O2 professionals please help me? 

I am on this community with my prepaid SIM card log in.

Thanks!