I have been having problems, too, and I find it a very user-unfriendly site. I rang and finding no options even close to my problem, just pressed the lost or stolen card option, thinking that the most likely to be answered quickly. I had a statement mailed out for no charge because I couldn't access my statements online. Mind you, it took two weeks to arrive. Then I received a letter telling me I hadn't paid- but the letter was just an error.
And as a matter of interest, the credit free days have been reduced from 63 to 55 days. That info is buried very deep in the paperwork we got in January. I was also told the pay date is now 25 days after the statement period ends. So if your statement period ends late in the month (as did mine), the pay date will vary each month, according to the number of days in the month your statement period ended. So be aware, your statement period may have been extended to early in the month and your pay date changed to avoid this, as was done to mine. Would have been nice if they told me this was being done, especially as their Terms and Conditions state they must give me 20 days notice in writing of any changes.
And oh, should you wish to see the Credit Assessment done on you, they must give you a copy free of charge, if you ask for it. (But first they must know what it is!!!)