topic Re: Can’t access account (2 account numbers) in Account and services

Can’t access account (2 account numbers)

Lorsz10 — Sat, 16 Aug 2025 17:36:08 GMT

I have 2 accounts, I’ve cancelled my main Pay Monthly account, however I have another account with a 2nd SIM card that I need to cancel. I can’t access that account on My3 nor the Three App. I used logins under the 2 different numbers however the account number still shows I log in to the pay monthly account that has already been cancelled. Tried contacting customer support but apparently my name isn’t linked to the account? I keep getting emails I have an overdue balance on an account that I don’t use and need cancelled ASAP so the email and login details are all correct, it just doesn’t show up at all.

Re: Can’t access account (2 account numbers)

PeteG — Sun, 17 Aug 2025 10:05:47 GMT

Hello there.

If the other account doesn't have the same name on it, I'm not sure if it'll be possible to merge them. You can try linking the accounts within the account section of the My3 app, but if it doesn't work, it likely means you won't be able to get that done.

In order to cancel an account or query the balance for an account, you'd need to speak to the support team again, but it would need to be the account holder who speaks to them.

Pete.

Re: Can’t access account (2 account numbers)

Lorsz10 — Mon, 18 Aug 2025 09:33:37 GMT

Hi, the 2 accounts are under the same name. I have no idea if they’re linked becuase when I log into the app or My3, only one account number shows up and I can’t see any options to switch account. I have 2 numbers when I go to the log in page but the same account that has been cancelled comes up. I’ve inserted the sim and confirmed the number registered to the sim is the same as the option on the login page.

Re: Can’t access account (2 account numbers)

JonathanB — Wed, 20 Aug 2025 09:40:07 GMT

Hi @Lorsz10,

Sorry to hear you're having trouble accessing this 2nd account. If I'm following correctly the main concern is to get that cancellation put through, and the log in issue is secondary here?

I'll send you a PM to get you in touch with some colleagues who should hopefully be able to help sort this out.

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