topic Re: The three app could be better in Account and services

The three app could be better

Martin62 — Mon, 20 Oct 2025 14:56:20 GMT

How do you delete an account from the Three app once you don't use the account any more?

I have a SIM only contract, but when I go abroad I temporarily remove my contract SIM and insert a Three PAYG SIM. I then add the new PAYG account to my Three app so I can monitor usage. At the end of my trip abroad, I throw away the PAYG SIM but I cannot find a way to delete the PAYG account from my Three app. I now have a Three app with four accounts on it, and I only want one.

Furthermore, the "accounts" section of the app only shows account numbers, not telephone numbers. Distinguishing between my increasing collection of accounts would be easier if the front page for accounts used phone numbers, not account numbers. One for the app development team, I think.

Finally, if I am abroad and want to check on the usage on my PAYG SIM, I need to log onto the Three app by inserting a one-time pass code sent to me by SMS. However, this is always sent to my registered phone number (contract SIM) and that SIM is not in my phone. Do Three expect me to swap SIM's in record time in order to access my app? Another one for the app development team.

I hope someone can provide some answers, or at least find this customer feedback useful before the app is next upgraded. Martin

Re: The three app could be better

MichaelP — Tue, 21 Oct 2025 12:39:18 GMT

Hi @Martin62,

Thanks for sharing your feedback on this, and we can understand why you'd need to remove numbers from the app.

Currently, you're only able to add numbers yourself, and the PAYG Customer Service team would be able to remove numbers for you.

You could register separate accounts for each PAYG number to avoid them appearing on your main My3 interface when no longer used, but I understand this would create more work for you.

Regarding one-time passcodes, this would usually be sent to the primary account number for security reasons.

I've logged your feedback to be shared with the app team, and really appreciate the time you've taken to share this with us.

Thanks,
Michael

Re: The three app could be better

Martin62 — Tue, 21 Oct 2025 21:54:58 GMT

Thank you for taking on the points I raised in my query.
sadly, the hyperlink you supplied for the PAYG Customer Service Team does not take me to a place where I can contact the PAYG CST.

How do I contact them so I can get these numbers removed from my App?

Thanks

Re: The three app could be better

MichaelP — Wed, 22 Oct 2025 09:15:20 GMT

Hello @Martin62,

Please use the contact us options, and you'll be directed through to the PAYG team.

Thanks,
Michael

Re: The three app could be better

Martin62 — Thu, 23 Oct 2025 14:06:26 GMT

Hi @MichaelP

The "contact us" hyperlink you have suggested offers many options but none are applicable for PAYG enquiries. I would like to see this matter through, so your guidance would be appreciated.

Re: The three app could be better

MichaelP — Thu, 23 Oct 2025 14:14:21 GMT

Hi again @Martin62,

Thanks for popping back to me here.

If you use the chat or call option on the Contact Us page, you can be transferred to the PAYG team, once through to an agent.

Thanks,
Michael