topic Re: Every time i try and view my account or change anything its says im not the account holder in Account and services

Every time i try and view my account or change anything its says im not the account holder

Karl1 — Mon, 23 Dec 2024 21:29:09 GMT

Can someone help with the above please

Re: Every time i try and view my account or change anything its says im not the account holder

MichaelP — Tue, 24 Dec 2024 16:11:36 GMT

Hello @Karl1,

Welcome to the Three Community.

Did you recently join Three, or have you been with Three previously and now returned?

Also, did you change your email address at any stage?

Thanks,
Michael

Re: Every time i try and view my account or change anything its says im not the account holder

Harry1983 — Thu, 26 Dec 2024 15:17:38 GMT

I'm also experiencing this issue. I've tried changing my registered email Via the chat help but this didn't change anything. Every time I try and go through chat they ask me to do the same thing, when I question it they just disconnect the chat and I have to start again.

This is most definitely not a device setting it's something on the mobile provider end with my account. I can't change anything or look at upgrade deals. This needs sorting!

Re: Every time i try and view my account or change anything its says im not the account holder

Harry1983 — Thu, 26 Dec 2024 15:21:11 GMT

I'm experiencing same issue, I've tried changing my email and this didn't resolve the issue.

Re: Every time i try and view my account or change anything its says im not the account holder

MichaelP — Fri, 27 Dec 2024 15:07:22 GMT

Hi @Harry1983,

Sorry to hear this.

Has this always happened when accessing your online account? If not, for how long?

Also, did you have a Three account in the past at any stage?

What did the agents on the chat ask you to do?

Thanks,
Michael

Re: Every time i try and view my account or change anything its says im not the account holder

Harry1983 — Sat, 28 Dec 2024 09:05:53 GMT

Originally I couldn't view anything and they asked me to change my email address, this then resolved that issue but then it said I wasn't the account holder.

I don't have another email to use and I shouldn't really have to change it again!

I've cleared all the cash and uninstalled and reinstalled the app. I've spoken to technical services as the chat people just reading from a script, they have told me it should be fixed within 7 days but I'm very doubtful.