topic Re: strange in Account and services

strange

thea — Thu, 19 Sep 2024 09:21:51 GMT

cant log in in to my three app , try on browser nothing works keep loading

Re: strange

JonathanB — Thu, 19 Sep 2024 12:24:44 GMT

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: strange

KateS — Wed, 09 Oct 2024 10:51:13 GMT

Hey @thea,

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