topic Re: New 3 Mobile App won’t load account details in Account and services

New 3 Mobile App won’t load account details

Timrivergod — Sat, 14 Sep 2024 12:56:07 GMT

Hi since updating the 3 mobile App I can’t access the account details just get a white screen. iPhone7+ 15.8.3 IOS loaded.
App opens OK
Any advice would be appreciated.
cheers Tim

Re: New 3 Mobile App won’t load account details

JonathanB — Mon, 16 Sep 2024 12:34:25 GMT

Hi @Timrivergod,

Sorry to hear that you're having trouble accessing your account. Just to check is this issue also happening on your browser too? Have you tried clearing the App data or uninstalling and reinstalling the App?

Thanks,
Jonathan

Re: New 3 Mobile App won’t load account details

JonathanB — Tue, 17 Sep 2024 16:02:19 GMT

Also just to check, have you got any software update pending for your iPhone?

Re: New 3 Mobile App won’t load account details

Txriqs — Wed, 18 Sep 2024 15:03:27 GMT

Hello, I’m on an IPhone 12 with IOS 18 fully updated and am getting the same problem, I can’t log in to the website either and I get a blank screen when logging into the app

Re: New 3 Mobile App won’t load account details

JonathanB — Wed, 18 Sep 2024 16:23:37 GMT

Hi @Txriqs,

I'm sorry to hear you're also experiencing this issue. We're still looking into this, but can you help with a bit more info about the issue and troubleshooting of this issue.

When does the blank screen occur, are you able to initially open the App, and is this immediately when you click to login, or after you've entered your email and password?
On browser can you access the Three Homepage? Is it only when you click to login this fails? Can you share the web address of the page which fails to load please?
Does the issue happen when using both Mobile Data and Wi-Fi?
Can you check if clearing your browsing data fixes this? Try Settings> Safari > Clear History & Website Data.
Try uninstalling and reinstalling the Three App
You can also try resetting your network settings, we suggest this as a last step, as your phone will also forget any saved Wi-Fi networks, but it tends to help solve a lot of browser/app errors on iPhones.

Please let me know how you get on with the above.

Thanks,
Jonathan

Re: New 3 Mobile App won’t load account details

Hugo — Fri, 20 Sep 2024 09:51:58 GMT

Same problem. White screen, through data or wifi, can’t login on browser, tried deleting and reinstalling app. I only wanted to check as you’ve suddenly increased my bill…!

Re: New 3 Mobile App won’t load account details

Timrivergod — Fri, 20 Sep 2024 15:33:28 GMT

Hi Jonathan,

app deleted reinstalled, app data deleted browser will not load on iPhone 7 but browser does load on iPhone 11 and iPhone 7 is fully up-to-date

cheers Tim

Re: New 3 Mobile App won’t load account details

Timrivergod — Fri, 20 Sep 2024 15:36:45 GMT

Hi Johnathan, white screen is when you go to the account details straight after the fingerprint security. Then on the browser the four blue egg timer dots just keep spinning

cheers Tim

Re: New 3 Mobile App won’t load account details

Viclewis13 — Fri, 20 Sep 2024 18:31:47 GMT

Same issue! Tried on browser and I just get blue dots constantly.

Re: New 3 Mobile App won’t load account details

Oscar21 — Sat, 21 Sep 2024 06:17:40 GMT

Same issue, can’t buy an add on or data pack and that’s a real problem as I’m abroad and in need of internet allowance

Re: New 3 Mobile App won’t load account details

Feathers13 — Sat, 21 Sep 2024 11:11:45 GMT

Having the same issue

Re: New 3 Mobile App won’t load account details

Feathers13 — Sat, 21 Sep 2024 11:13:14 GMT

The service from three is utterly appalling and I’m ready to leave and go elsewhere

Re: New 3 Mobile App won’t load account details

Hugo — Sat, 21 Sep 2024 11:56:11 GMT

Note, I can login on a desktop, just not through an internet browser on phone or My3 app. Tried speaking to your team who said my email wasn’t verified but that’s not fixed the problem. Feels like you’ve got a major issue here!

Re: New 3 Mobile App won’t load account details

Tink — Sat, 21 Sep 2024 15:07:22 GMT

Also having the same issue, can’t login into my account via the app and just get a white screen. Looks like I won’t be upgrading my phone with Three and will go elsewhere now

Re: New 3 Mobile App won’t load account details

Ali4 — Sat, 21 Sep 2024 18:31:06 GMT

Am also having same issue. Tried uninstalling and reinstalling the app but still not working in app or browser.

Re: New 3 Mobile App won’t load account details

Rebecca2 — Sun, 22 Sep 2024 11:33:50 GMT

Hi Three do you have any response to this? I have the same issue and am about to travel abroad so needed to add roaming data, can’t get into my account at all

Re: New 3 Mobile App won’t load account details

Rebecca2 — Sun, 22 Sep 2024 11:35:44 GMT

Huh, it allowed me to log in to post this comment though! Strange

Re: New 3 Mobile App won’t load account details

Rmagee — Mon, 23 Sep 2024 08:34:09 GMT

Yes I am having the same problem 😞

Re: New 3 Mobile App won’t load account details

Jackslater — Mon, 23 Sep 2024 16:22:38 GMT

I’m having same problem as well-

just get a white screen on iphone7 when I click on Account.app opens up ok.

it’s been like this since 22/9 evening.

Re: New 3 Mobile App won’t load account details

Roz — Wed, 25 Sep 2024 06:36:55 GMT

Having the same issue and it is a total nightmare as I am abroad and need data!!! No idea what to do!