topic Re: Top up Voucher has only 14 digits in Account and services

Top up Voucher has only 14 digits

Krizzy — Sat, 27 Jul 2024 12:44:34 GMT

Has anyone had problems with their three top up voucher having only 14 digits. I purchased this at my local shop and the retailer has told me to speak to three as it is an error at their end.
I cannot get through to speak to an advisor currently

Re: Top up Voucher has only 14 digits

Nigel5 — Sun, 28 Jul 2024 15:37:05 GMT

Same problem todau

Re: Top up Voucher has only 14 digits

Nigel5 — Sun, 28 Jul 2024 15:38:07 GMT

Three are saying store problem may as well change networks at this rate

Re: Top up Voucher has only 14 digits

PeteG — Mon, 29 Jul 2024 16:30:33 GMT

Hello.

That's really strange. As far as I know, voucher pins are always 16 digits in size.

I'll send you both a PM. If you could check your messages by clicking the little circle near the top right with your image on it, then open the message and reply with a clear photo of your vouchers, I'll see if I can find out anything more about it. Could you also please include where you got the vouchers from.

Pete.

Re: Top up Voucher has only 14 digits

maverick_x — Mon, 29 Jul 2024 19:38:15 GMT

Hello Pete, I have had the same problem today, i purchased a top up voucher for £35 and it only has 14 digits, when i try to use the voucher it says the number is not recognised and there is an error

Re: Top up Voucher has only 14 digits

JonathanB — Tue, 30 Jul 2024 14:36:53 GMT

Hi @Krizzy and everyone else who posted, just to reassure you this is an intentional change, and our vouchers do now have 14 digit codes, so nothing to worry about there. Hope this saves some time entering the codes!

If anyone is having trouble redeeming a voucher, please get in touch here.

Thanks,
Jonathan

14 Digit Top Up Voucher

IanWalker — Tue, 30 Jul 2024 17:52:29 GMT

Bought a Top Up Voucher but it only has 14 digits instead of the normal 16.

Re: 14 Digit Top Up Voucher

JonathanB — Wed, 31 Jul 2024 08:58:39 GMT

Hi @IanWalker,

I've merged your post with this topic as it's already under discussion. Just to reassure you Three Top Up vouchers do now have 14 digit codes, that's correct. Are you experiencing issues with applying the voucher?

Thanks,
Jonathan

Re: Top up Voucher has only 14 digits

JonathanB — Wed, 31 Jul 2024 08:59:58 GMT

Hey @maverick_x,

Sorry to hear this, did you manage to get the top up applied in the end? Can you walk me through the steps you were taking to apply the voucher and what happened?

Thanks,
Jonathan

Re: 14 Digit Top Up Voucher

IanWalker — Wed, 31 Jul 2024 20:11:11 GMT

Now that I know that 14 digits is how it should be, I went ahead and successfully applied the Voucher. Thanks for your help.

Re: Top up Voucher has only 14 digits

Shazzac — Thu, 19 Sep 2024 18:05:44 GMT

I tried the 14 digits but still dint work on my phone any advice thank you

Re: Top up Voucher has only 14 digits

PeteG — Fri, 20 Sep 2024 17:53:25 GMT

Hello.

If the code still isn't working as expected, I'd recommend connecting with the PAYG Support Team where they can bring up the details and check the voucher.

Pete.

Re: Top up Voucher has only 14 digits

Shazzac — Fri, 20 Sep 2024 19:31:19 GMT

Thank you Pete I did the 14 digit code took a while but finally worked thank you very much

Re: 14 Digit Top Up Voucher

Shazzac — Fri, 20 Sep 2024 19:32:03 GMT

It is 14 now I had the same problem but it worked fine in the end

Re: Top up Voucher has only 14 digits

Sarah_Was_Taken — Mon, 04 Nov 2024 00:22:57 GMT

HOW DO I APPLY THE VOUCHER WHEN IT SAYS 16 DIGITS ON MY PHONEEEEEE, I CALL 444 AND IT SAYS ENTER 16 DIGITS HELP PLEASE

Re: Top up Voucher has only 14 digits

Gillhall54___ — Mon, 04 Nov 2024 11:12:29 GMT

I'm same only asking for 16 digits how you meant to top up

Re: Top up Voucher has only 14 digits

PeteG — Mon, 04 Nov 2024 14:08:54 GMT

Hello there.

To confirm again, there are now vouchers with 14 digits on them. Entering the 14 digits on the automated service should work normally.

Pete.

Re: Top up Voucher has only 14 digits

TheJostler — Mon, 11 Nov 2024 15:04:01 GMT

So what you're saying is: "the money you spent on your now useless non-refundable and non-redeemable for cash top up card is now worthless as our system does not accept it"... "But don't worry this was completely intentional on our part 😄👍🏻"

.... You for real?

Re: Top up Voucher has only 14 digits

JonathanB — Mon, 11 Nov 2024 16:43:38 GMT

Hi @TheJostler,

I'm sure you've picked me up wrong. Top Up vouchers have had 14 digit codes for a few months now, and The 444 line does accept these when entered.

We've had a double check, as we've noticed a few new posts about this recently though, and it looks like some of you may have been incorrectly hearing a message mentioning 16 digits still.

This should now be fixed, sorry for any confusion this has been causing.

Thanks,
Jonathan

Re: Top up Voucher has only 14 digits

KateS — Tue, 12 Nov 2024 13:09:20 GMT

Hey @TheJostler,

Welcome to the Three Community.

Do you have an issue with a voucher you've been unable to redeem?

If so, does the voucher have 16 digits or 14? When did you purchase this?

Thanks,
Kate