topic Re: My3 app not working after update. in Account and services

My3 app not working after update.

sc1999 — Sun, 03 Mar 2024 14:24:36 GMT

My3 app worked on Friday. I have just downloaded an update, I know big mistake, and now it's not working. Apparently something has gone wrong.

I know that a system update was being done from 18.00 Saturday until 12.00 Sunday but it's now 14.20.

A few more days and my contract is done and I won't care anymore.

Re: My3 app not working after update.

Anonymous — Sun, 03 Mar 2024 18:15:06 GMT

Keeping the Three + app company I see!🙄

Re: My3 app not working after update.

JonathanB — Mon, 04 Mar 2024 14:31:40 GMT

Hi @sc1999,

I've had a check and there doesn't seem to be a universal issue with accessing the Three App on the current update. When do you see the error, is it when you try to log in to your account?

I'd suggest trying to clear the app's storage, this is usually Settings > Apps > Choose the relevant App > Storage and Cache, then you should be able to clear the saved data.

This often helps when an update seems to be causing a glitch.

Thanks,
Jonathan

Re: My3 app not working after update.

sc1999 — Mon, 04 Mar 2024 15:49:35 GMT

Did not work. I am not bothered as my 3 contract ends in a few days and I am then changing network.

Re: My3 app not working after update.

sc1999 — Mon, 04 Mar 2024 15:53:12 GMT

Deleted and reinstalled, now works.

Re: My3 app not working after update.

Jen14 — Mon, 23 Sep 2024 06:20:50 GMT

I can’t do this on an iPhone

Re: My3 app not working after update.

JonathanB — Tue, 24 Sep 2024 13:49:20 GMT

Hi @Jen14,

The topic you've posted to is quite an old one, so I don't think this will be the same issue. We are looking into some issues with accessing My3 for a small number of customers at the moment though.

Can you tell me a bit more about the issue, are you unable to log in at the moment? Which model of iPhone do you have? Do you have the same issue when trying to login to the Three website using Safari or another browser?

Thanks,
Jonathan

Re: My3 app not working after update.

Viclewis13 — Wed, 25 Sep 2024 09:22:06 GMT

Hi I have the same issue and it has been happening for weeks now. Can’t access account on app or through safari.

Re: My3 app not working after update.

Jo82 — Thu, 26 Sep 2024 06:59:40 GMT

I also have the same problem can’t access my account either on app or website. So frustrating as contract soon to end so considering moving providers

Re: My3 app not working after update.

JonathanB — Thu, 26 Sep 2024 10:13:08 GMT

Hi @Jo82, @Viclewis13, @Jen14,

Are you still experiencing these issues logging in now? If so, just to check are you all using iPhones?

Thanks,
Jonathan

Re: My3 app not working after update.

Jen14 — Mon, 30 Sep 2024 16:02:53 GMT

Hi,

I still have same issue and yes using iPhone and iMac desktop.

Thanks

Re: My3 app not working after update.

JonathanB — Tue, 01 Oct 2024 10:37:30 GMT

Thanks @Jen14, we're passing everyone's feedback to our support teams and they're working hard to fix this. Hopefully it won't be too much longer.

JonathanB

Re: My3 app not working after update.

KateS — Wed, 09 Oct 2024 10:55:08 GMT

Hey @Jen14, @Jo82 and @Viclewis13,

We're sorry for the disruption this issue has been causing. Our teams are hard at work to resolve this and are asking for some help from the community to test this again. Can you please check with any devices you have available, and if you're still encountering these issues logging into My3 let us know?

In your reply please confirm the device(s) you've tested, and if the issue is still occurring on the Three App, and which browser(s) you've tested.

Thanks in advance,

Kate

Re: My3 app not working after update.

Suecubs — Wed, 09 Oct 2024 17:11:56 GMT

Replying to KateS I use an iPhone 6s. We have three pay as you go accounts all with the same iphone model. Until recently used the 3app with no problems switching between our five accounts and accessing our them easily. Now we cannot access our accounts on our iPhones either by the app or thru Safari browser. App logs into a blank screen that is impossible to get out of other than shutting the app down. Safari - at one point could get to website but trying to login impossible and now the website doesn’t even get to the login register part just infernal blue dot buffering. Hours of buffering. Deleted app and reinstalled it. Nothing about this is or was expected. Have been with Three for 15 years. I can log in on our PC within seconds with all accounts. All registered all password emails working 100%. So why nothing on our mobiles after all you are a mobile network. Tried chat typing furiously jumping thru all the hoops only to find that in essence they cannot do anything. There is NO PROBLEM WITH OUR ACCOUNT PASSWORDS OR EMAIL ADDRESSES proved by our ability when on our home computer. Main problem is what do we do if we are not at home like on holiday. Will we have to pack our computer as well with monitor! Even phoning is challenging! I am a reasonable person with a modicum of intelligence trying to come to terms with a system at fault that was supposed to improve our experience when website was updated and we all had to re-register! That was a palaver because the premise was that we all had only one phone! Maybe we are an anomaly but it still does not explain why we cannot access our accounts in our mobiles. So I believe that you have decided that the iPhone 6s has been deleted from access to your login procedures and we are defunct. Can’t think of any other reason why all of a sudden we cannot login on our phones. Even tried another wifi and used just data nothing. Went thru all the troubleshooting ideas nothing. Glad recently managed to change to pay as you go monthly data pack purchases. Hey ho such is life. Just when you think things are going along nicely you change the parameters expecting progress but customers get hijacked!

Re: My3 app not working after update.

JLG9396 — Wed, 09 Oct 2024 22:46:13 GMT

I’m having the same issue on iPhone 14. I have tried for weeks on my app, on safari and Google, can’t get anything to work. On safari and Google I just get the rotating dots (loading screen) when logging in and my app just goes to a plain white page.

Re: My3 app not working after update.

MichaelP — Thu, 10 Oct 2024 11:03:50 GMT

Hello @JLG9396,

Thanks for sharing this.

We're still actively working on fixing this and hope it will be resolved as soon as possible.

Thanks,
Michael

Re: My3 app not working after update.

KB3 — Sun, 03 Nov 2024 22:31:24 GMT

I have been trying to log in for weeks now on an iPhone 13 and just get the 3 moving dots like others have. I need to change to sim only contract to save money but this is stopping me. I may just cancel, this is ridiculous how hard is it to fix an app.

Re: My3 app not working after update.

PeteG — Mon, 04 Nov 2024 12:15:37 GMT

Hello, KB3.

It's disappointing to see you're having this issue.

Have you updated your phone to the latest version of iOS? Doing so seems to have resolved the issue for others. If you've opted not to upgrade the phone, or have done so and are still having the issue, you can process the changes to your plan by speaking to the Support Team.

The app team are working on the issue with accessing the My3 page, and will hopefully have a solution uploaded for that soon.

Pete.

Re: My3 app not working after update.

Suecubs — Tue, 26 Nov 2024 23:03:42 GMT

at last my3 app is working. All singing all dancing and I didn’t do anything since my last comment. Well done at last. Better late than never. BIG THANKS TO THE TEAM

Re: My3 app not working after update.

Suecubs — Wed, 27 Nov 2024 09:59:36 GMT

As said before tried app yesterday and lo and behold can login to all our accounts now. I just waited so assume the team have found the fix. Let’s hope it remains so. iPhone 6s user. IOS 15.8.3. Was really annoying while app not functioning so a BIG thank you. At last. Hope you are all finding the same out there. 👍