How to pay the Termination charge?

Excuse me.My sister just received the email indicated that she needed to pay the termination charge for her account. The email said she could pay it online by using www.o2.co.uk/myo2account, but she was not able to remember that account.Then I tried to reset password by sending a link to her mailbox that she received the reminding email mentioned before (I thought that should be the email address associated with that account), but the link was not valid. Furthermore, she went back to China one month ago and could not use her UK sim card anymore.So how can I pay that bill for her overdue account online? Or maybe I should create a lively chat and speak to the agents?Thanks a lot for anyone helping with my problem.

You need the account holder to be present which I assume is her?
The SIM card needs to be in an O2 UK phone or an unlocked handset.
Call customer services from a landline, they will need to reconnect the sim &'account for £15 then the termination fee as well

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