Failed direct debit payment but never received the email with payment code

Hi,

I have mobile package with KPN, I missed my payment and usually I can simply pay through app or I at least got another email where I got the payment code. 

This case, I never received the email and when I try to pay through the app it always stuck after clicking payment option menu.

I’ve called the customer service, spent one hour call for them to check why I did not receive the email and the conclusion was it was not clear why I did not received it and the respective department has been notified and I will soon get the email.

Unfortunately after few days, I am still not receiving any and I don’t want the number to be blocked.

Can you help me here? or is there a way to do manual payment with the invoice number?

Thank you