topic Re: Struggling to buy a sim online in Account and services

Struggling to buy a sim online

DCR — Mon, 05 Jan 2026 15:04:07 GMT

my order is being cancelled because I need to give ID to an email address. But to get to the email address I need to contact via phone. Then I reach an operator who reads out the email address at top speed and with an accent that makes it difficult to write down. Its frustrating. I tried chat on app which then operator ends the chat before answering me. Its painful

Re: Struggling to buy a sim online

MichaelP — Tue, 06 Jan 2026 10:23:16 GMT

Hi there @DCR,

My understanding from the info you've shared is that you need to send a copy of your ID to a team for verification purposes so that an order can proceed.

You can send this to proofs@contact.three.co.uk with info on the order to ensure it's routed correctly.

Thanks,
Michael

Re: Struggling to buy a sim online

Paddiewack — Tue, 06 Jan 2026 15:21:56 GMT

If it were me I’d ask the operator to speak more slowly or try live chat again or better still use the email address provided by @MichaelP .