prepaid sim card locked and no service

Hello, ive been using a prepaid sim card that has been active until yesterday when i changed my region, the sim card suddenly got locked and gave no service, please i need help with this as most of my important information is linked with this number, ive gone to a physical store but they said to contact a number, ending with 5282, but am a English speaker and doesnt understand german, and this AI only speaks german, thank you