topic Re: Smart watch pairing plan not available in Account and services

Smart watch pairing plan not available

Chrissensei — Wed, 23 Oct 2024 12:22:42 GMT

Hello I’m new to 3. I’ve ported my number across and signed a 12 month plan so I can add my Apple Watch. I was told after setting up the plan I would need to add the smart watch pairing plan but it’s not available. I was told I could contact customer services and they would add it. But they said they can’t add it and I can’t see the option to add it on my app. Also customer services want me to activate the plan through the Watch but the option is blanked out. (Your Three account is not eligible to enable mobile service on your Apple Watch. Contact Three for more information.) So as a brand new customer do I need to cancel this contract already?

Re: Smart watch pairing plan not available

JonathanB — Thu, 24 Oct 2024 13:21:17 GMT

Hi @Chrissensei,

Sorry for any confusion. The smartwatch pairing plan is set up from your iPhone rather than the Three App or through customer services. Just to check when you encounter the error message are you following the instructions on our smartwatch support page here?

Thanks,
Jonathan

Re: Smart watch pairing plan not available

Chrissensei — Sat, 26 Oct 2024 04:31:50 GMT

Actually I can do that. On the phone it says (Your three account is not eligible to enable mobile service on your Apple Watch. Contact Three for more information. I signed a new contract a week ago and the chap said once setting up the contract I could ask customer services to add the plan. They said I have to add it but I can't. Hence I thought I had to add the add on of the smart watch pairing plan first then go to my watch and add it in the Apple Watch app. Kinda chicken and egg if you get my meaning.

Re: Smart watch pairing plan not available

Chrissensei — Sat, 26 Oct 2024 04:42:52 GMT

Sorry I meant to say I can not do that. because its says my account is not eligible.

Re: Smart watch pairing plan not available

PeteG — Sun, 27 Oct 2024 10:56:16 GMT

What kind of account plan did you take?

Pete.

Re: Smart watch pairing plan not available

Chrissensei — Mon, 28 Oct 2024 09:29:51 GMT

12 month sim only £18 per month120gb SIMO 12m contract I was told to sing for that. Then call three and they would add the smart watch pairing plan.

Re: Smart watch pairing plan not available

Chrissensei — Tue, 29 Oct 2024 04:15:01 GMT

Also my 14 day cooling off period is fast approaching. I only have a few more days. I have sent screen shots of my app and account but have been told they can't look at them for 5 days. But that is outside the cooling off period so I can't wait that long. I am sorry but if you can not fix this in the next two days I will have to cancel the contract and go back to Giff Gaff. I sincerely hope you can do this inside the time.

Re: Smart watch pairing plan not available

JonathanB — Tue, 29 Oct 2024 10:16:07 GMT

Hi @Chrissensei,

I'm sorry this issue hasn't been resolved as yet. In terms of general advice we can give on this forum, I can recommend a couple of things to try, apologies if we're repeating anything you might have discussed with customer services already.

Check you've installed the latest available iOS for both your iPhone and watch.
I'm pretty sure you have covered this based on your previous posts, but make sure you've also registered My3 on three.co.uk or the Three App before you try to pair. Just to check, you can login to My3 without any errors?
Temporary Internet data on the iPhone can sometimes interfere with pairing. On the phone, go to Settings > Safari > Clear History & Website Data.

If you're still unable to select the option to pair, then the issue needs to be looked at by the Tech teams, as the issue is most likely account specific.

Thanks,
Jonathan

Re: Smart watch pairing plan not available

Chrissensei — Tue, 29 Oct 2024 13:13:24 GMT

Yes we have tried all that unfortunately non of it has worked. Ahhhh that’s too bad. Looks like it won’t get solved in time. Thank you and everyone for your efforts.

Re: Smart watch pairing plan not available

Chrissensei — Wed, 30 Oct 2024 05:10:19 GMT

Just an update. It seems there was an error with the account and this morning I was able to add the smart watch pairing as the (your account is not eligible) message was removed. Just a note for people. I stayed with this and at one point an advisor told me that it was not possible to add the pairing plan. So perseverance and politeness with the people who are trying to help is key. I would like to greatly thank everyone involved as they were all doing their best. Thank you. Problem solved.

Re: Smart watch pairing plan not available

JonathanB — Wed, 30 Oct 2024 10:09:58 GMT

That's excellent news. Apologies that the Community team didn't personally solve this, but thanks for popping back to let us know how this was sorted out, hopefully your topic and experience shared goes on to help others.

Re: Smart watch pairing plan not available

CEDAR — Tue, 11 Feb 2025 20:46:31 GMT

I am having this exact same issue and nobody seems to know how to sort it out. I am almost in tears now. I only switched to three because they had this option.

do you know which department you spoke to in the end? 😭TIA

Re: Smart watch pairing plan not available

CEDAR — Tue, 11 Feb 2025 20:49:38 GMT

I’m having the exact same issue and nobody seems to be able to help. I have unpaired phone, uninstalled apps, switched everything on and off and I still don’t get the option to set up mobile service.

what is the best number to contact please, I am losing the will to live. 😭😭

Re: Smart watch pairing plan not available

Simma10 — Fri, 21 Mar 2025 09:49:29 GMT

My problem was when trying to obtain a service plan for my apple cellular watch I would have an error message “THERES A PROBLEM, password incorrect or one more fields missing” in a red triangle. After many calls it was identified that your password cannot have a special character at the beginning or end of password!. 🤷🏻‍♂️ god knows…. But once I tried this it worked. Hopefully this helps