topic Re: 3 app and website log in in Account and services

3 app and website log in

Sky33 — Thu, 19 Sep 2024 10:15:37 GMT

I can’t get into my log in page on both 3 app and website. It’s showing white blank since yesterday. I’ve deleted and reinstalled it a couple of times and restarted my phone as well but it’s still not working.

Re: 3 app and website log in

JonathanB — Thu, 19 Sep 2024 12:22:36 GMT

Hi @Sky33,

We've been investigating a few similar reports of this. Here's some troubleshooting suggestions, and a few questions which will help us investigate:

Are you using an iPhone device, can you confirm the model of your phone?
Is the issue on the Three App, and you phone browser? Are you able to test this by logging in to a completely different device like a laptop/PC or a friend or family member's phone?
Does the issue happen before or after you enter any log in details?
Can you try clearing your browser data to check if this resolves the issue? For iPhones this is Settings > Safari > Clear History & Website Data.
Do you have a software update pending, if so can you retest after updating your software?
Can you try resetting your network settings? (This will clear your saved Wi-Fi and Bluetooth connections, so we usually advise this step last, but it tends to solve connection problems)

Let me know if these steps help or if you're still encountering the same issues, please let me know the answers to the above.

Thanks,
Jonathan

Re: 3 app and website log in

Sky33 — Thu, 19 Sep 2024 16:25:34 GMT

Hi @JonathanB

Yes, I’m using I phone 13.
The issue is both on the application and the website from my phone.I tried to get into the website with my laptop but still loading since I have the same account as my phone? I tried it with my friend’s phone and both app and website are working for her.
The issue happens before I even got onto log in page, whenever I tried to go into login/ Register page it shows white blank
I already cleared my browser data multiple times
I don’t have a software update pending.
And I just reset my network setting but it’s still not working. I tried to get into it with both mobile data and wifi.

Re: 3 app and website log in

JonathanB — Thu, 19 Sep 2024 16:30:40 GMT

Thanks @Sky33,

I'll pass this info onto the teams who are investigating. I just want to clear up one point please?

"I tried to get into the website with my laptop but still loading since I have the same account as my phone?"

When you say "still loading" I'm not sure if you mean this is working normally, or you mean you're getting stuck with the page loading like on your phone? With the laptop were you hotspotting from the same phone, or using a completely independent connection like another provider's Wi-Fi?

Thanks,
Jonathan

Re: 3 app and website log in

Sky33 — Fri, 20 Sep 2024 07:13:22 GMT

Hi @JonathanB, it wasn’t working normally, I was stuck with the same log in page, the same as my phone. And I used both my Wi-Fi, data and other person’s connections for both of my phone and laptop.

Re: 3 app and website log in

JonathanB — Fri, 20 Sep 2024 09:45:55 GMT

hi @Sky33,

Thanks for your patience, just to check is the laptop also an Apple one? Which browsers did you try on the laptop?

Thanks,
Jonathan

Re: 3 app and website log in

Sky33 — Fri, 20 Sep 2024 11:26:41 GMT

Hi @JonathanB ,

It’s dell and I used google chrome. I can get into three’s website but not the log in page, there’s just white blank, same as my phone. I also searched it with my friend’s apple laptop and I phone but it seems to be working fine from hers.

Re: 3 app and website log in

Sky33 — Mon, 23 Sep 2024 13:28:12 GMT

Hi @JonathanB ,

It’s still not working..when do you think this will be solved?

Re: 3 app and website log in

JonathanB — Tue, 24 Sep 2024 12:55:14 GMT

Hi @Sky33,

I'm sorry this is ongoing, but I can assure you we're passing on feedback and hope to identify the cause of this and resolve the issue soon.

Thanks,
Jonathan

Re: 3 app and website log in

JonathanB — Thu, 26 Sep 2024 10:22:33 GMT

Hi @Sky33,

Sorry for the disruption this has been causing. Our support teams have fixed an issue affecting the website and app last night. Can you let me know if you're still having the same issues logging in?

Thanks,
Jonathan

Re: 3 app and website log in

Sky33 — Thu, 03 Oct 2024 09:21:29 GMT

Hi @JonathanB , I just tried it but it’s still not working for both app and website unfortunately. As far as I remember, in the app, it ask me to allow for auto log in and I put yes before all this blank page appears. Hope this helps.

Re: 3 app and website log in

Sky33 — Thu, 03 Oct 2024 14:17:48 GMT

Hi @JonathanB, I tried to log in again but it’s still not working for both app and website.

Re: 3 app and website log in

PeteG — Fri, 04 Oct 2024 15:02:22 GMT

Hello.

This issue is being investigated and the team are aiming to have a fix in place soon. Hopefully you won't be waiting much longer to get access to the online account again.

Pete.

Re: 3 app and website log in

KateS — Wed, 09 Oct 2024 10:49:15 GMT

Hi everyone,

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: 3 app and website log in

Sky33 — Thu, 17 Oct 2024 10:05:37 GMT

Hello @KateS,

I still can’t access the app with my phone, I phone 13 that I’ve given automatic log in

for the app but I can access with my friend’s phone. I still can’t log in to the account, with my phone and the laptop, the same browser it still shows a white blank.

Hope this helps !

Re: 3 app and website log in

Megan999444 — Mon, 28 Oct 2024 18:51:14 GMT

Hello,

I am having this problem too and it’s still not solved

Re: 3 app and website log in

JonathanB — Tue, 29 Oct 2024 10:41:28 GMT

Hi @Megan999444,

Sorry to hear that you're also affected by this issue. Can you let me know which model of iPhone you use? Please check for a software update, we're finding this issue doesn't occur on the newer software versions of 17 and 18, so if you have one of those updates available this should allow you to access your My3 again.

If you have a PC or laptop available, you should also be able to login from the Three website.

Thanks,
Jonathan