topic Re: PAYG BALANCE not used when activating a data pack in Account and services

PAYG BALANCE not used when activating a data pack

Bill33 — Sat, 01 Mar 2025 06:01:38 GMT

I have PAYG sim.I have £18 of credit but when i went to buy a data pack ,30GB auto renew for £10 ,it wanted me to pay by card.Pay by card is the only available option there as the pay screen shows 0 as credit,although i have £18 of credit .

Why i cant use the credit i already have?Every month it will renew after it takes £10 from my card or it will use my credit ?

Also the allowance page shows all my previous and expired allowances along with the active one.Why it keeps them there and you have to scroll down to see the active one?So unnecessary and confusing.

(The 3 app/site must be one of the most confusing that anyone has made.)

Re: PAYG BALANCE not used when activating a data pack

JonathanB — Mon, 10 Mar 2025 15:17:17 GMT

Hi there,

Thanks for your feedback. We'll pass this on to the relevant team. You should be able to purchase a data pack when you have cash credit though.

If you'd rather purchase your PAYG Data Pack using cash credit rather than using auto renew or a card, you can use these steps from the Three App:

Select the "Buy tab" (you'll find this at the bottom of the screen)
Click "Data Packs"
Find the pack you want, then choose "Add to basket" option underneath the pack's description.
You can check the total of your purchase, then choose "Continue" in the bottom right.
Scroll down and you'll find the payment method options of "By card" or "From cash credit"
Finally tick the terms and conditions checkbox, then "submit"

Hope this helps,
Jonathan

Re: PAYG BALANCE not used when activating a data pack

Bill33 — Wed, 02 Apr 2025 10:18:10 GMT

A month went by and the data pack ended.The auto renew took money from my bank card and not from the credit balance.I removed my card and will wait to see next month.

Re: PAYG BALANCE not used when activating a data pack

d3xx — Sun, 10 Aug 2025 07:35:06 GMT

The "from cash credit" payment option doesnt appear when using the Three website.

Re: PAYG BALANCE not used when activating a data pack

Malev — Mon, 11 Aug 2025 09:37:16 GMT

I have this problem as well

Re: PAYG BALANCE not used when activating a data pack

JonathanB — Tue, 12 Aug 2025 12:18:06 GMT

Hi @d3xx, @Malev,

Thanks for reporting this issue, and sorry for any inconvenience caused. We've checked this out and there does seem to be an issue with adding packs from cash credit on the Three website at the moment.

In the meantime, we'd recommend to use the Three App or get in touch. Hopefully this won't take too long to resolve, but we'd recommend to buy data packs directly by card or voucher where possible.

Thanks,
Jonathan

Re: PAYG BALANCE not used when activating a data pack

Liam69 — Fri, 15 Aug 2025 06:07:48 GMT

Seems like since Three merged with Vodafone - the option to buy data pack using 'cash credit' has mysteriously dissapeared - can you explain why that is JonathanB Community Moderator or should I say AI Chatbot.

Re: PAYG BALANCE not used when activating a data pack

JonathanB — Fri, 15 Aug 2025 14:18:28 GMT

Hi @Liam69,

I acknowledged that there was an issue when I replied to this topic on Tuesday. The option to use credit was working on the Three App when we tested this though, so it does seem to be specifically My3 on the website.

It's an unexpected fault which we're working to fix, following some software updates. In the meantime, if you don't have access to the Three App you can also chat with customer services for help with converting a pack.

Not a robot,
Jonathan

Re: PAYG BALANCE not used when activating a data pack

Liam69 — Fri, 15 Aug 2025 18:02:26 GMT

Hi Jonathan, appreciate the sense of humour 😉

This is not the first occasion this issue has happened for me - its happened on many previous occasions- the option button to use/select topup cash credit £££ to buy a data pack simply didnt exist anywhere on Three website - only credit card and voucher - however the option to topup cash credit £££ was front and centre when first login to the site

It comes across as cynical and somehow contrived from multiple experiences of this ‘issue’

anyway thanks for your reply - at least we know there is an actual person and not just talking to an algorithim 👍

Re: PAYG BALANCE not used when activating a data pack

ugh3 — Fri, 22 Aug 2025 02:14:09 GMT

Agreed.

Nightmare to use. But the 444 option to buy via the handset (which diappeared for me over winter) is available. You can use the balance for a data pack. I've just done it for 3m £90 after struggling nearly two hours to use the website,