Is it possible you have created a second account?
Use the Account Finder button from this link page to check.
Also if you check your bank statement is there any unique NOW reference number which usually starts with NOW ?
If so if you quote this full reference number to live chat they should be able to pinpoint the active NOW account.
Open the link below and click on the green chat online button towards the top of the screen page to reach live chat (don't use the get help quicker button which is just a bot pointing you to NOW help articles).