topic Email address not showing in account info. in Account and services

Email address not showing in account info.

246dbo — Mon, 15 Dec 2025 14:00:41 GMT

Having trouble upgrading online, when it comes to checking out and confirming my details the email address field is empty and I am unable to enter any email address and so I am unable to continue.

My account info also does not show my email address. Have contacted customer services and they tell me that my correct email address is registered.

Re: Email address not showing in account info.

Geluk — Mon, 15 Dec 2025 16:31:17 GMT

Do it via visiting a 3 store, or call them on 333.😃

Re: Email address not showing in account info.

MichaelP — Tue, 16 Dec 2025 12:22:16 GMT

Hello @246dbo,

That's very unusual, especially if the email address shows on Three's end.

It may be the case that your My3 registration needs to be reset to enable you to re-register with the same email address.

Please connect with Customer Services to see if this is a possibility.

Although I appreciate this doesn't resolve the ability to upgrade online, please also feel free to have a chat with the Upgrades team, in the meantime, for some support with renewing your plan.

Thanks,
Michael

Re: Email address not showing in account info.

JonathanB — Tue, 16 Dec 2025 15:11:00 GMT

Hi @246dbo,

Hopefully Michael's suggestions have helped, but in case the issue hasn't been resolved, I've sent you a PM with info on how we can look into this further.

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