topic Re: Card verification issues in Account and services

Card verification issues

BradW96 — Tue, 08 Apr 2025 19:32:35 GMT

Just wondering if anyone else is experiencing these “technical issues” when trying to do the card verification for a phone contract.

I am trying to purchase an iPhone 16 pro max and have been through the credit checks etc… but has come to do the card verification and have even double checked everything with my bank, but cannot complete this due to their “issues” and nearly a week later this is still the same and day in and day out poor customer service from advisors where I have been cut off from live chats and making out like it’s my banks fault when I have been on a live chat with my bank confirming everything is correct and also had one advisor trying to get me to get more cards. Sorry but my 1 debit card will do me fine👍

Once this order is complete and have expired I certainly will not be using 3 again and be telling people to avoid this company for sure.

Re: Card verification issues

Paddiewack — Tue, 08 Apr 2025 20:21:58 GMT

In answer to your question;no! I upgraded to an iPhone 16 pro max six days ago and had absolutely no issues at all. There is a number to call customer service rather than use live chat which is at best poor and so I suggest you use that method.

Re: Card verification issues

JonathanB — Tue, 20 May 2025 10:45:37 GMT

Hi @BradW96,

Sorry to hear about this situation. The most common reason for a card verification to have an issue like this would be if the Billing/Delivery address for the Three account isn't matching with the address the bank hold. If the team have advised you there's a technical issue, then it could mean there's a system issue that needs investigated , so I expect they'll get back in touch with an update.

I've had a check, and I'm not aware of any large scale issues with this process at the moment, so it's likely a smaller scale issue, or account specific. I'm sorry to hear this has caused so much disruption and frustration, but I'm sure our teams are working hard to resolve this for you as soon as possible.

Thanks,
Jonathan

Re: Card verification issues

username3 — Tue, 22 Apr 2025 20:46:32 GMT

Same issue for me, I've tried 1 debit card and 3 credit cards, and nothing works. My bank confirms all is good, the address is good, credit checks pass, but unable to do debit card verification because the payment gets declined. My bank advises no requests are reaching them so I'm assuming it is an issue with 3

Re: Card verification issues

Jennifer6 — Mon, 19 May 2025 10:01:15 GMT

I have the same thing happened to me. One point one of the errors comes up as fraud screening but there's no help even ringing them up. They did say my credit limit is £150 but that's not the reason apparently. Customer Service is dire and they just don't listen.

Re: Card verification issues

Sammi-84 — Fri, 06 Jun 2025 11:08:16 GMT

Ive had the same issue for 2 weeks now use 5 different debit cards and still no joy online or by phone and like yourself everything is fine with all bank cards driving me insane

Re: Card verification issues

Mikey77 — Mon, 30 Jun 2025 15:12:03 GMT

I'm having the exact same problem, tried to pay for a plug and delivery £23.99 but card validation failed everytime over the last 2 weeks (10 times), spoke to my bank and no problem at my end and 3 keep returning the funds within seconds, then declining the payment, apparently there is nothing they can do there end lol so I'll be leaving them as my current contract has finished

Re: Card verification issues

Paddiewack — Mon, 30 Jun 2025 16:18:42 GMT

Why the heck would you leave a network because you can’t buy a plug??? Why have I NEVER EVER had a problem using my card with Three? I’m thinking toys and pram again!

Re: Card verification issues

JonathanB — Mon, 30 Jun 2025 16:26:03 GMT

Hi @Mikey77,

Sorry to hear you've been having trouble making this payment. Is this an issue you've had with making a payment online, or with the team over the phone/by chat?

Thanks,
Jonathan

Re: Card verification issues

Mikey77 — Mon, 30 Jun 2025 17:24:55 GMT

Both methods, like I say 10 times I've tried it over 2 weeks. My card works fine for all other payments online and in shops. So the issue is obviously with 3 but I just kept getting told it must be an issue with my bank 😴😴😴😴😴 so frustrating and draining. Be simpler to leave 3 and go somewhere else that can give me answers

Re: Card verification issues

Mikey77 — Mon, 30 Jun 2025 17:31:34 GMT

It's because to take out a new contract they need to validate the payment card, it won't validate, but it works everywhere else I use it. So not throwing my toys out of the pram. No card validation no contract, so if they can't sort it out I'll have to leave. Not rocket science really is it. Try thinking before opening your phone and texting keyboard warrior

Re: Card verification issues

Paddiewack — Mon, 30 Jun 2025 18:28:07 GMT

I’m no keyboard warrior mate. 😡 It’s also not rocket science to compare like for like. There’s no way Three would turn down a contract customer unless there was something wrong at the customers end;ie you. Soooo many people come onto this forum playing the woe is me card which is what you’re doing. Is the address on your card the same as the one given to Three? Is the cvv correct? In other words does everything match up? If it does then you’ve a right to feel aggrieved ;if not then collect your toys replace them and pipe down.

Re: Card verification issues

Mikey77 — Tue, 01 Jul 2025 07:09:13 GMT

Yes everything matches, my home address is the registered address for my bank card, all my details are correct. There is nothing wrong on my end, I've spent hours on the phone to my bank and the fraud team and there is definitely no problem on my end, my card works fine everywhere else, shops/online etc just Three it won't work. Thanks keyboard warrior.

Re: Card verification issues

Paddiewack — Tue, 01 Jul 2025 07:33:20 GMT

Well if that right then you have the right to feel aggrieved and I owe you an apology. But I’m still no keyboard warrior lol.

Re: Card verification issues

Mikey77 — Tue, 01 Jul 2025 09:32:40 GMT

Apology accepted, in future try not to accuse someone of throwing their toys out of the pram without knowing all the facts, I'm not an idiot, hence why I asked on here if anyone else has had the same issue, I've been a Three customer for over 10 years and pay by direct debit each month with the same account my card is connected to lol

Re: Card verification issues

JonathanB — Tue, 01 Jul 2025 10:53:20 GMT

Thanks @Mikey77,

I can't be 100% on where the issue lies just going by posts to these forums, but I have flagged up feedback based on what you've shared. So hopefully that does help identify an issue if there is one on our end.

Thanks,
Jonathan

Re: Card verification issues

Joy-chilliabc — Tue, 01 Jul 2025 17:09:10 GMT

I am having the idenitical issue - My banks are saying there are no issues and nothing is being declined. I'm finding 3 so unhelpful. Very long phone calls where we just repeat the identical process which still fails.

Re: Card verification issues

JonathanB — Wed, 02 Jul 2025 15:14:39 GMT

Hi @Mikey77,

I appreciate you've been in touch a few times about this, but the most common reason for a failure like this will be address verification, so that may not show to your bank as an error or decline, and it may explain why other transactions are going through fine with shops and websites.

It may be worth checking very specifically with customer services what full address we have for you, just in case we've got an error somewhere in there which means it doesn't match what your bank holds for you.

Thanks,
Jonathan

Re: Card verification issues

Mikey77 — Thu, 03 Jul 2025 08:27:49 GMT

They have my correct address as I use this to confirm my identity via security checks, my card is registered to my home address.

Re: Card verification issues

PeteG — Fri, 04 Jul 2025 11:06:46 GMT

It might be worth checking in with the team to make sure the address layout is correct. It's possible that it's been saved in a way that doesn't agree with the banks information. Beyond that, I'm not sure what to suggest.

Pete.