topic Re: Unable to register / log in using old email address in Account and services

Unable to register / log in using old email address

Thanatos — Tue, 30 Jan 2024 16:46:14 GMT

I have recently return to three but was unable to re-register or log in using my old email address

When I tried to login in, it will state that your account is closed.

When I tired to re-register, it will say someone is already using the same details registered already.

All of this was done on the phone and when I tired to swich to my laptop to login, I can never get past the page at the below url.

https://new.three.co.uk/account/login#/

Re: Unable to register / log in using old email address

Thanatos — Tue, 30 Jan 2024 16:54:15 GMT

Just to add, on PC whenever I click <next> on the log in page, it will ask me to do a Capcha, after competition, nothing happens. I have tired this on 4 different bowsers (Chrome, Edge, Firefox & Opera) in both normal and privacy mode.

Re: Unable to register / log in using old email address

sc1999 — Wed, 31 Jan 2024 10:46:36 GMT

This is another screw-up from the big system "upgrade". You will need to contact customer services as only they can unscrew this screw-up.

Re: Unable to register / log in using old email address

JonathanB — Thu, 01 Feb 2024 12:29:40 GMT

Hey @Thanatos,

Sorry to hear this has been causing all this hassle for you. It sounds like the issue is down to the email saved on the old account on our end rather than a browser issue. Customer services should be able to escalate for your email to be disassociated with the old account though, I'm sure once that's done it should sort this for you.

Thanks,
JonathanB

Re: Unable to register / log in using old email address

Noodle — Wed, 22 May 2024 15:31:57 GMT

I have the same issue, I've tried customer services but they say that because the old account is closed they are unable to make changes.

Re: Unable to register / log in using old email address

notahope — Wed, 29 May 2024 22:03:36 GMT

Had the same problem, after spending 45 minutes on chat was told nothing they could do and the only way round was to use a different email address. This annoyed me but went ahead and set up another email address only to then be told cannot set up app account as not the email used to set up number...........What a c+ap service.

Re: Unable to register / log in using old email address

bulldog5551 — Tue, 23 Jul 2024 01:20:02 GMT

They ruined my three login as well. Unable to login with my old username bulldog555 as it no longer in use - why???? stupid three

Re: Unable to register / log in using old email address

JonathanB — Wed, 24 Jul 2024 09:41:12 GMT

Hi @bulldog5551,

I'm sorry to hear that you've been having issues accessing your previous community account, I think this is a different issue to what the others are describing though.

We set up Single Sign On to link Three Community to our My3 service a couple of months ago, and I suspect that some cookies that were keeping you logged in will have expired. Was this the first time that you logged in with the new login screen where it prompts for email rather than community username?

When you set up bulldog5551 there will have been another option to claim the old username, but can totally appreciate if you missed this. I'll check into how to restore your old username for you if you like?

Thanks,
Jonathan

Re: Unable to register / log in using old email address

bulldog5551 — Wed, 24 Jul 2024 13:50:51 GMT

Yes please please restore my old username. Thanks

Re: Unable to register / log in using old email address

JonathanB — Wed, 24 Jul 2024 14:09:22 GMT

Awesome, you'll receive a message from me to the email address you've registered. Please reply back to me there when you've received it.

Thanks,
Jonathan

Re: Unable to register / log in using old email address

bulldog5551 — Wed, 24 Jul 2024 14:23:00 GMT

Done it reply back to you via email

Re: Unable to register / log in using old email address

JonathanB — Wed, 24 Jul 2024 14:28:28 GMT

Excellent, you should be able to log out of the new username on the community, and when you log back in the original should be restored.

Re: Unable to register / log in using old email address

Debs2311 — Wed, 06 Nov 2024 14:52:21 GMT

Same.. can't use your old email and can't use a new one either as the new one wasn't used to purchase the new phone and SIM... what absolutely diabolical service! Might try going in to the shop see if I can get any sense out of them as the near on two hour chat got me absolutely nowhere! Or, I just have no app or access to my account for the next two years! CHRIST!

Re: Unable to register / log in using old email address

Noodle1 — Thu, 07 Nov 2024 15:15:46 GMT

Hi Debs2311, I got the issue resolved in the end by emailing ******* After several weeks and numerous phone calls from them the issue was finally resolved.

Re: Unable to register / log in using old email address

Debs2311 — Wed, 06 Nov 2024 15:09:46 GMT

I will try that then as not only can I not see my new account but when I do try to set up a new account with a new email it won't let me do that either!

Re: Unable to register / log in using old email address

Hawks_eyes — Sat, 23 Nov 2024 18:11:36 GMT

I've the same issue. Previously had an account and left 18months ago. Returned by saying I can't use my old email as it associated with an old account. After Three admitting they can't delete my old account (and it's the same for all ex-Three users), I've raise a GDPR/DPA request to have my old data deleted. They have 1 month according to law, so hopefully I can use my email address with my new accounts.