topic Re: Three App not working in Account and services

Three App not working

GrayG — Sat, 20 May 2023 18:33:32 GMT

Hi all im a returning customer to Three, just got new phone and sim yesterday and set it all up.

Ive discovered on the phone, whether app or browser i cant login to the three app or my account, i get a red exclamation mark in a triangle saying something went wrong we cant load part or all of the information right now, Please try again or contact helpdesk. error uid : e8fbe1a4-6da2-46f9-8

So i went on my pc and tried from the firefox browse, i get exactly the same, i cant login at all, if i try to reregister it just tells me my number is associated with another account so no joy there either.

Its extremely annoying and not how i remember things to be on Three, is anyone else having the same problem or is it just me, i dont know what to try next.

Re: Three App not working

PeteG — Sat, 20 May 2023 19:00:49 GMT

Hi, GrayG

Welcome back to Three, and to the Three Community.

It doesn't sound like things have got off to a smooth start in your first days back with Three.
You mentioned that the app is saying the number is associated with another account, can you confirm if you ported your number away when you left, and did you port that same number back to us when you joined again?

Thanks.

Re: Three App not working

GrayG — Sat, 20 May 2023 19:19:43 GMT

Hi and thanks. No what i mean is, i registered my account yesterday using my number, then discovered after an hour of trying i couldnt get into my account, so i thought id start again and try signing up again, and it wouldnt let me telling me my number was associated with another account, which was the first one i setup yesterday so i couldnt try signing up again.

So im stuck, cant log into anything, not even on the pc, so is there an issue with Three or some other reason, glancing through the forum it appears this is a common issue with the Three ap especially, what have they done?, everything always worked fine on Three when i left a couple year back, now it appears nothings working lol.

Re: Three App not working

JonathanB — Tue, 23 May 2023 15:02:42 GMT

Hi @GrayG,

Thanks for clearing this up. Pete was just wondering if you'd brought the same number back to Three in case your old account was somehow related. We did have some system upgrades going on over the weekend that could have been relevant.

In case this is still going on, I'll send you a private message to get you in touch with some colleagues that can investigate 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,
JonathanB

Re: Three App not working

Beaches — Fri, 26 May 2023 22:00:16 GMT

I've been trying all week to get online access and spoke to three numerous times and each advisor said account active and checked the email address is correct.

If I login it says no active lines on account and if I try and reregister, it says already associated with another account!

Three said when I get my first bill I'll be able to view my contract and today I had a text to say bill ready but nothing showing when I logged in.

Have also been unable to port my number over due to technical errors.

Re: Three App not working

GrayG — Sat, 27 May 2023 12:13:47 GMT

Youre lucky, i cant access the app, i cant login on Three website on any browser on Phone or Pc. Its ridiculous.

Re: Three App not working

Dazie999 — Sat, 27 May 2023 21:17:25 GMT

It's disgraceful and totally unacceptable!

There are many problems, see my post: Major problems since the recent Three system updat... - Three Community - 13103

Re: Three App not working

LordMothman — Sun, 28 May 2023 19:29:17 GMT

I’m still trying to log in, can’t register as already accounts associated with email etc, I have 4 three accounts and can’t access any of them, doing my head in

Re: Three App not working

agahno — Fri, 02 Jun 2023 12:22:04 GMT

I've been having the same issue for a week. I can't login from any point of access I have, different browsers, devices, apps, or IP addresses. I'm going round in circles with customer support and need to get into my account to change my payment details. It's extremely frustrating, especially for a mobile and broadband company to have such out-of-the-ordinary issues and shortages with its online services.

Re: Three App not working

Vorthyl — Sun, 11 Jun 2023 10:05:30 GMT

Exactly the same boat as you. Ported my number over to 3 at the end of the month and get exactly the same error. It is the same number that I had when I left 3

Re: Three App not working

Barna007 — Mon, 05 Feb 2024 16:00:07 GMT

Hi am want to cheng My email address in my app

Re: Three App not working

AdamLammali — Wed, 21 Feb 2024 13:46:11 GMT

I've logged into 3 and my data stopped working. It asks me to log in to network and when I do I get a message no active lines found and my data doesn't seem to work anymore. Could you help me ple

Re: Three App not working

Katseb — Sat, 20 Jul 2024 07:17:40 GMT

I am getting the same problem can't login says something went wrong please try again later been like it for days and I hav a new phone it worked on my old one fine

Re: Three App not working

PeteG — Sun, 21 Jul 2024 14:11:59 GMT

Hello.

You mentioned getting a new phone, was this an upgrade, or a new connection?

If it was an upgrade with the same phone number on it, the same log in information should work on the new phone. You can head over to the Three website and try to log in there to test the log in. If it's still not working, it's likely the details aren't a match.

If you took a new connection with a new phone number, you might not be able to sign in because the new account might not be linked with the existing one. To resolve that, you'd need to pop through to the Support Team and ask them to merge your numbers into one account.

Pete.

Re: Three App not working

Mubu77 — Tue, 13 Aug 2024 16:04:10 GMT

Same issues. Never been on the app.

Re: Three App not working

JonathanB — Wed, 14 Aug 2024 15:49:36 GMT

Hi @Mubu77,

Sorry to hear this, are you trying to sign in to the same account details as you registered to the Three Community? We use a Single Sign On for the Community and My3, so you really should be able to able to access both with the same log in details.

Just to clarify have you tried signing in from both Three's website, and our Three App, and get the same message?

Thanks,
Jonathan

Re: Three App not working

Stellaharrold21 — Sun, 15 Sep 2024 10:12:13 GMT

I cannot get on the app to see how much data I have

Re: Three App not working

JonathanB — Mon, 16 Sep 2024 12:40:50 GMT

Hi @Stellaharrold21,

What happens when you try to log in?
Are you trying to access My3 and register for the first time, or is this an issue with logging into your existing account?
Can you let me know if the same issues happen when logging in on a browser?
What type of phone are you using?

Thanks,
Jonathan

Re: Three App not working

ABC781 — Wed, 25 Dec 2024 18:42:51 GMT

I’m having exactly the same issue, can’t get through to customer services, the chat bot keeps losing my chat and I’m still waiting three weeks on for a response to the complaint I’ve submitted, very poor and now having to go to the ombudsman to ask for them to assist me in getting out of my contract as three are so poor!