topic Re: Re-registering for My3 and the Three App in Let's talk

Re-registering for My3 and the Three App

JonathanB — Fri, 01 Dec 2023 09:35:56 GMT

**Update 01/12/2023: We’re pleased to confirm, all accounts have been moved to the new My3, but we’ll keep this article in place as many of you still need to re-register. Unfortunately you won’t be able to change the email linked to your account without our help. If you have multiple numbers, are unable to access the email linked to your account, or need any other help re-registering, please get in touch.**

Hey Everyone,

We’ve been hard at work this year to upgrade the systems that support our network and your accounts. This means that we’ve been able to start providing lots of awesome new and improved services, like eSIM, smartwatch pairing, as well as a greater range and flexibility on our price plans.

We know that staying on top of your billing, and having easy access to all the options on your Three account is super important, so we’re also upgrading My3 and our Three App too. After the system update completes for your account, you’ll be asked to re-register for our new and improved My3, so we’ve created this guide to help make this as straightforward as possible for you.

Who will receive the update?

We’re updating every account that was opened before we launched our Three Your Way plans on 30^th January 2023. We’ve already completed the update for a large number of customers, so if you’ve re-registered for My3 this year then don’t worry, you won’t need to repeat this process.

How will I know when I’ve been updated?

We’ll be in touch, look out for emails or texts from us about the system updates. We’ll give you notice of when we’re carrying out the work, then your My3 and App will temporarily be unavailable for a couple of days whilst we complete the updates. You’ll receive a further message to confirm when everything is good to go, and to let you know you can re-register for My3 again.

Do I need to do anything before the update?

For the smoothest experience, please ensure you have registered an email address with us before your account receives the update.

You will need to verify the email as part of this process, so please ensure that you have access to the email you have registered. If you have multiple phone numbers with Three, you should register a unique email to each number you have with us.

If you need to check or make any changes to your registered email, this can be done from My3 or the Three App before the update. If you wait till afterwards, you’ll need help from customer services to amend your email before you can re-register.

How do I re-register?

Just pop over to the login page, pop in your Three number, then select the “Register” button on the next page.

Enter your email address that is already registered with us, and then set a secure password of at least 12 characters. Any mix of upper and lower case letters, numbers, and special characters are allowed.

Once you click register, you’ll get an OTP (One Time Passcode) by text, and an email with a verification link to complete your registration. We’ll continue to periodically send OTPs to you when you login if it’s been a while, or if we see a login from a new device, so we can help keep your account secure.

Need more help?

If you’re running into any issues with re-registering after your account is updated, then please give us a ring or have a chat with us.

Let us know in the comments what you think about the new look and feel of the updated My3 and App!

Re: Re-registering for My3 and the Three App

BillyT — Tue, 08 Aug 2023 14:37:08 GMT

“If you have multiple phone numbers with Three, you should register a unique email to each number you have with us”

You see this is the problem for me and many others. I only have the one email address that was perfectly fine for the two, three accounts I have. One is mobile one is broadband

Now I’m being asked to create some fake email address that I’ll never use, just for three

Not a happy customer from a previously very happy customer

Re: Re-registering for My3 and the Three App

sf60017 — Tue, 08 Aug 2023 15:32:10 GMT

My total sympathy as I'm in the same situation. A week ago I had my 3 Three numbers on the My3 app and it was a breeze to check all three. I knew that as soon as a 'system upgrade' was in the offing it would mean trouble and sure enough it is! I can register my phone number but can't add the other two without creating two more email addresses, what a clunky, ridiculous way to go about things. Even that doesn't work as I created a new email address for my broadband account and every time I try to re-register it just says, this account is already active and that's with a NEW email addy. I'm afraid I can't face another 2 hour call to the 'help' line so I rang up a local branch of 3 in the nearby town and the chap there was very helpful and said pop in and they would help. I find Three's helpline nothing of the kind, once you've navigated all the options to actually get through to a human being. My summary of Three: great signal, help (except the chap in the local store) extraordinarily poor. What happens if they have another 'system upgrade' the same hassle all over again no doubt. Very frustrating. 😞

Re: Re-registering for My3 and the Three App

Bensmith3287 — Wed, 09 Aug 2023 07:42:08 GMT

Why are 3 so Difficult!!! Iv got 2 numbers plus a smart watch pairing. Cannot re register since this system update. Iv tried the original email address and a new email address! And have you ever tried contacting them!! Jesus!!

Re: Re-registering for My3 and the Three App

sf60017 — Wed, 09 Aug 2023 09:12:28 GMT

Same here, it's very frustrating. As I said in a previous reply the only glimmer of help I had was from a chap in a 'nearby' 3 store who said to pop in and they would try and sort it all out, he did confirm you need a different email address for each number. As I read it the new email addresses have to be registered first before you can associate a number to it. I intend to get a taxi to the store mentioned above and see if they can sort it all out, a taxi journey to the store will cost £50+ for the round trip, I'm not a driver, what a rigmarole!

Re: Re-registering for My3 and the Three App

emmasales42 — Wed, 09 Aug 2023 15:06:58 GMT

I am having trouble re-registering my account on my 3 app

Re: Re-registering for My3 and the Three App

sf60017 — Wed, 09 Aug 2023 18:36:31 GMT

Everyone seems to be, emmasales42. It's very difficult knowing what to do about it, the helpline isn't and it's obvious that nobody from 3 reads this forum, this is a serious worry as some may be running up a bill they can't monitor, the re-registering is convoluted and no matter what you try it doesn't work: If you try to re-register, correct email addy and password it says, in an alarming red font, that this account is already in use, well if it's already in use why can't we use it!! Strange though that all the ad's from 3 to encourage us to part with more hard earnt cash, come through with no trouble at all, that works fine. Damned frustrating.

Re: Re-registering for My3 and the Three App

sf60017 — Wed, 09 Aug 2023 18:47:45 GMT

Please, please get this problem sorted; people can't re-register, just keep going around in circles, people can't monitor what they are spending and what they are using. I've tried everything to re-register my three 3 numbers, tried online and via the app AND spent hours on the 'helpline'. I can't believe a big player like 3 in the telecommunications world are making it so difficult and frustrating to register and monitor their accounts. Sadly the legend at the top of this page is becoming a frequently thought about question, 'Why 3'? People are desperate for a quick, easy solution to this situation, JonathanB.

Re: Re-registering for My3 and the Three App

sc1999 — Thu, 10 Aug 2023 06:02:25 GMT

I must have been lucky. I clicked on re-register, used my old password, entered the texted code and, surprisingly, it worked. I was a little worried about security when the new system allowed the use of my old password, most systems reject already used passwords.

Re: Re-registering for My3 and the Three App

DiDi — Thu, 10 Aug 2023 12:39:56 GMT

Hi, I’m also having problems with re-registering - I have 2 accounts but unfortunately both registered with the same email. I have updated my partners phone account (he’s only been with 3 a few months) but I cannot update mine (15 years ish). Chat and phoning were no help - kept on about a PIN but could give no info about it and I needed to go to a 3 store. Phoned the nearest store and they said that there lots of problems with the new system and I got the impression that they would be una le to help. Not very impressed at the moment! Anyone able to help please.

Re: Re-registering for My3 and the Three App

DiDi — Thu, 10 Aug 2023 12:47:28 GMT

Forgot to mention that having updated partners phone on 3 app I cannot re register account on my3 webpage.

Re: Re-registering for My3 and the Three App

sf60017 — Thu, 10 Aug 2023 17:05:44 GMT

Jonathan, mate, it doesn't work! As soon as you enter a password, old or new it just says this account is already in use/active, words to that effect and that's where you stay. I've tried it on the website via the app and it's the same throughout, at present it's impossible to get more than one number re-registered, it's now beyond a joke and no one at 3 seems at all bothered which is strange when there are so many alternatives for customers. Can't someone just be honest and say, we screwed up, we'd appreciate that a lot more.

Re: Re-registering for My3 and the Three App

sc1999 — Thu, 10 Aug 2023 17:58:24 GMT

There seem to be a few separate posts on the "new look and feel" and I have yet to find any positive comments. It's dire, lacks thought, is clunky beyond belief and I cannot believe that it was properly defined before you employed a bunch of 10-year-olds to create it. Why is it necessary to refresh the main screen very time you return to it? I go to another page and return after a few seconds and the main screen refreshes, every time. I can offer an easy solution to stop it. Where is the search function? If not a search function, then at least a detailed menu. Try finding where you can see a pdf bill. It's okay I found it but it took ages to explain it to someone.

Re: Re-registering for My3 and the Three App

JonathanB — Fri, 11 Aug 2023 15:36:20 GMT

Hi @BillyT,

I appreciate you're unhappy with this requirement for a unique email address for each Three account. I've passed this feedback on from you and some other community members. At the moment, adding separate emails is the only solution to access My3 for both of your accounts.

I'll send you a PM to get you in touch with some help if you want to amend the email info on one of your accounts.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

JonathanB

Re: Re-registering for My3 and the Three App

JonathanB — Fri, 11 Aug 2023 15:45:46 GMT

Hi @Bensmith3287,

I'm sorry to hear that re-registration hasn't been working for you. I'll send you a PM to get you in touch with some help with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Re-registering for My3 and the Three App

JonathanB — Fri, 11 Aug 2023 15:50:22 GMT

Hi @sc1999,

I'm really sorry to hear that you're not getting on with the new layout of the App. Thanks for offering these suggestions, I'll make sure that your feedback is passed on to the team.

Thanks,
Jonathan

Re: Re-registering for My3 and the Three App

JonathanB — Fri, 11 Aug 2023 15:53:32 GMT

Hi @sf60017,

It sounds like you've been having a really frustrating time since the update. I assure you that we do want to get this sorted, and we'll do our best to help.

I'll PM you details of a team that can get the issues with re-registering investigated for you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Re-registering for My3 and the Three App

sf60017 — Fri, 11 Aug 2023 16:18:01 GMT

Cheers, Jonathan.

Re: Re-registering for My3 and the Three App

JonathanB — Fri, 11 Aug 2023 16:25:49 GMT

Hi @DiDi,

I'm sorry to hear that you're running into issues re-registering. I'll PM you the details of a team that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Re-registering for My3 and the Three App

JonathanB — Fri, 11 Aug 2023 16:33:11 GMT

Hi @emmasales42,

Have you tried re-registering from both the app and the Three website? Can you share what error message you see?

Thanks,
Jonathan