topic Re: Unable to view allowances in Account and services

Unable to view allowances

wgm999 — Fri, 24 May 2024 15:20:01 GMT

Unable to check allowances in the my3 app for my second phone.

I have 2 payg phone numbers, a physical sim in one phone and a new eSIM in another phone, registered against one email address.

In the my3 app the allowances for one number can be seen, the second phone number can not be selected to view that number’s allowances.

As the second number can not be selected I will be unable TOPUP or add add-ons!

In three weeks the second number (eSIM) will become useless!

Is there any solution to this problem?

Re: Unable to view allowances

PeteG — Fri, 24 May 2024 18:45:02 GMT

Hello.

Welcome to the Three Community.

Are you sure both of those PAYG accounts are registered to the same account? They should both show up if they are.

You could try registering for My3 using the number that's currently not working, although it'll need a different email address in order to get that done. Or, you could reach out to the support team on chat and ask them to merge your two accounts into one, you should then be able to see both your numbers at the same time.

Pete.

Re: Unable to view allowances

wgm999 — Sat, 25 May 2024 09:51:25 GMT

When I open my3 on the phone with the eSIM … the eSIM number appears on the first screen.

Then when I press “Go to account” the account screen opens for the physical sim number and shows that number’s allowances.

There is no way to switch to the eSIM number to see the eSIM allowances!

Re: Unable to view allowances

PeteG — Sun, 26 May 2024 12:25:39 GMT

Is the option to Switch Number not sitting next to the Go To Account button?

Pete.

Re: Unable to view allowances

wgm999 — Mon, 27 May 2024 12:08:29 GMT

Yes I can use that button to select either phone number.

BUT, which ever number is selected I end up on the allowance page for the old physical sim phone number.

Re: Unable to view allowances

KateS — Tue, 28 May 2024 11:26:55 GMT

Hey there,

Thanks for getting back to us.

Did you previously reach out to our teams to link both accounts under one email address?

Have you never been able to view the allowances for the account using the eSIM or is this a relatively new issue?

Thanks,

Kate

Re: Unable to view allowances

wgm999 — Tue, 28 May 2024 16:31:56 GMT

I haven’t made a request to link the account.

I obtained the eSIM on the 17th of May, registration instructions were to use the email address used when buying the eSIM.

I had already used the email address to buy the physical sim last year.

i use the physical sim in an android phone, the eSIM was bought to use in an iPhone.

The data pack service for the eSIM in the iPhone is currently working. I can use the talk, text, and data on iPhone eSIM.

i am unable to select the iPhone eSIM number in the my3 app to monitor allowances.

Re: Unable to view allowances

wgm999 — Wed, 29 May 2024 22:16:06 GMT

I can select the physical sim or the eSIM phone numbers using the switch option on the my3 first screen.

Whichever number I select when I press go to account the physical number’s allowances appear and only the physical sim phone can be selected.

Re: Unable to view allowances

KateS — Tue, 04 Jun 2024 11:18:41 GMT

Hey there,

Thanks for getting back to us with some further information.

I'm going to drop you a PM with some instructions in how to get in touch with my colleagues who will be able to help 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,
Kate

Re: Unable to view allowances

wgm999 — Tue, 04 Jun 2024 18:07:57 GMT

I used your link to talk to a member of the team.

The member broke away to check something and the session froze.

Later I rechecked the chat a few hours later, and I found I was asked a question 5 minutes after he broke away. I had stayed online for 30 but never received that question. During that 30 mins I had tried to make updates which never appeared on the chat.

I am now told the service is closed until tomorrow.

I will try again tomorrow hopefully this time the chat will not freeze!

Re: Unable to view allowances

wgm999 — Thu, 06 Jun 2024 08:17:53 GMT

So I used the chat link 7 times all session were terminated at Three’s end!

Still no resolution to my issue🙁

I have up with app for my eSIM and have to use 444 to check allowances😟

Re: Unable to view allowances

wgm999 — Sun, 16 Jun 2024 19:51:01 GMT

I'm on the last day of my current data pack, and still can not see the allowances for my esim

i'll probably get another esim and register it against a different email address.

Hopefully I’ll then I can get an account from which I can monitor allowances.

It is amazing how poor the Three app is!

Re: Unable to view allowances

wgm999 — Tue, 18 Jun 2024 14:32:21 GMT

Happy days the app has been updated and I can now monitor the allowances for both my sim and esim😊

Re: Unable to view allowances

KateS — Wed, 19 Jun 2024 13:06:44 GMT

Hey @wgm999,

I'm really glad to hear this has now been updated and you have access to both accounts.

Thanks again for your patience during this time and for letting me know,
Kate

Re: Unable to view allowances

BRIDGET — Wed, 03 Jul 2024 09:01:33 GMT

I have updated the app but it still says there is an error