topic Re: You are not authorized to change the services. in Account and services

You are not authorized to change the services.

Rabkerr — Mon, 05 Feb 2024 13:47:26 GMT

I can login to the My3 App but can't top up my PAYG. I can see existing allowances but get message

"You are not authorized to change the services. Only the account owner is allowed to perform changes.'

Anyone had this issue and got it fixed.

Online chat say they have updated my email address twice but that hasn't sorted it.

Re: You are not authorized to change the services.

Samantha — Mon, 27 May 2024 19:28:08 GMT

I’m having same problem, the online chat is useless

Re: You are not authorized to change the services.

KateS — Tue, 28 May 2024 13:37:36 GMT

Hey Samantha,

We're sorry to hear you're having issues topping up your PAYG account.

Can we check, do you get this error message when you log in online or just the My3 app?

When you spoke with our teams online, did they update your email address?

We're keen to help.

Thanks,

Kate

Re: You are not authorized to change the services.

Tezza50 — Thu, 30 May 2024 16:16:43 GMT

Hi. I’m having the same problem on pay monthly , want to change plan and just says not account holder , been on chat 3 times today and got nowhere , now thinking be easier to change provider . All chat want to do is change plan for me , I want to be able to manage my account on my own .

Re: You are not authorized to change the services.

PeteG — Fri, 31 May 2024 17:12:14 GMT

Hello.

That's not so good. Can you confirm what error you're seeing when you try to register? Feel free to include a screenshot, but make sure to hide any personal details if there are any.

Pete.

Re: You are not authorized to change the services.

Tezza50 — Sat, 01 Jun 2024 19:25:16 GMT

Hi can log on ok and view account but cannot make any changes and get this message at top of page

you are not authorised to change the services. Only the account holder is allowed to make changes .

only advice I got on the 3rd web chat was to let them change plan and my problem would then be solved ?

Re: You are not authorized to change the services.

PeteyP — Sun, 02 Jun 2024 14:56:03 GMT

That's quite odd.

I'm unsure what would cause that, but perhaps the team have made that recommendation for a reason I'm not aware of. Sometimes things just take a trial and error approach.

I hope change of plan is successful for you.

Pete.

Re: You are not authorized to change the services.

Tezza50 — Mon, 03 Jun 2024 12:21:21 GMT

Hi , after another hour long live chat , now been informed it’s a known issue with timescale to be resolved , so trying to change plan and creating a new email was pointless , been told to try again in a week or so !!

Re: You are not authorized to change the services.

Tezza50 — Sat, 15 Jun 2024 09:58:04 GMT

After another hour on live chat changing my plan , and after I have agreed to terms etc operator went to submit and then said can’t access account to do change , so if 3 can’t get in what chance have I 😡

Re: You are not authorized to change the services.

Tezza50 — Sat, 15 Jun 2024 16:51:17 GMT

Now have 5 cancelled orders on my account and 1 acknowledged , cannot view them as comes up error , also sending the emails for some of these to my old email address , not the new one set up to enable me to access the account . Asked for a pac code as decided to give up on this and was refused with message saying struggling to verify your account . So stuck in limbo , with a forced contract change looming in a weeks time to a plan that doesn’t offer value .

Re: You are not authorized to change the services.

JamieM21 — Mon, 17 Jun 2024 12:32:28 GMT

Same issue here and I've been on different chat agents for 2 hours. They've asked me to change email 3 times (I was forced to create a brand new address just for this) and it's made no difference.

Re: You are not authorized to change the services.

JamieM21 — Mon, 17 Jun 2024 12:44:00 GMT

Just had it "escalated" and have an INC number, but based on the interactions with the support chat (including escalations to 2nd/3rd line) I don't hold out much hope.

Re: You are not authorized to change the services.

Tezza51 — Mon, 17 Jun 2024 17:43:00 GMT

As can’t even log in here without changing to Tezza51 instead of 50 . I got through to try and change plan again yesterday and when I logged on ( only allowed to view ) my account I noticed my date of birth had changed so I went onto chat to ask for it to be corrected and told yes we can do that , post your proof to us ( birth cert / drivers licence ) when I said no you made the mistake when I was told to change email address and had to give operator my date of birth , which he must have entered in American format ( month / day ) . So I then asked for a pac code and then surprisingly was disconnected . So I sent a text for pac code using American format for my d o b and got a code . After 25 plus years I have left 3 as have ran out of patience .

Re: You are not authorized to change the services.

KateS — Tue, 18 Jun 2024 10:15:59 GMT

Hey @Tezza51,

I'm really sorry to hear you've left Three and I apologise for the experience you've had that caused you to move to another provider.

I wish you all the best in the future and if you change your mind, please let us know and we'll do our best to help.

Thanks,
Kate

Re: You are not authorized to change the services.

Cxdxdxx — Thu, 22 Aug 2024 10:52:44 GMT

Same issue. I've been in to store twice. Changed my email. Tried online chat. Commented on fb.

Ive got 3 contracts with these guys (mine and my kids) I think it's time to give up and go to a better phone company.

Re: You are not authorized to change the services.

Kwes20 — Tue, 27 Aug 2024 23:54:42 GMT

Hey, did u manage to fix the issue? I have the same problem

Re: You are not authorized to change the services.

Jat — Tue, 17 Sep 2024 15:45:42 GMT

Did you get the issue fixed? I have no confidence in the support team!

Re: You are not authorized to change the services.

12111 — Mon, 14 Oct 2024 23:17:50 GMT

I’ve the same issue!!!

Re: You are not authorized to change the services.

Dumitru — Mon, 17 Feb 2025 05:16:14 GMT

I have same problem and really annoyed of having to waste my time every time I need to make a change. Three network and their customer service have no clue how their app or network works. Just cant wait to leave them.

Re: You are not authorized to change the services.

Nofear2873 — Mon, 30 Jun 2025 12:16:33 GMT

I'm having the same issue and I have spoken to loads of people and getting no where with it I hope they sort this issue out and if you had it sorted can you say have you fixed it.