topic Re: Smartwatch Pairing in Devices

Smartwatch Pairing

alfibious1 — Sun, 07 May 2023 09:40:14 GMT

Trying to set up my Apple Watch with the mobile service set up but when it takes me to the three log in page, I enter my details but this error keeps appearing.

‘THERE IS A PROBLEM’

’one of the fields is missing’

There no other fields to fill in

Re: Smartwatch Pairing

JonathanB — Tue, 09 May 2023 13:04:14 GMT

Hi @alfibious1,

I'm sorry to hear you're running into these issues with pairing your Apple Watch. I'll do my best to help.

Are you able to sign into your My3 account on our App or on a browser?
If so, can you try changing your password before you next attempt to pair? We've found some instances where special characters that are accepted for My3 in general don't seem to work with the pairing service, for example \ / & ^ so it's worth trying to change up what special characters you include in the password, in case one of these causes the issue.
Finally try clearing your Safari data as you may have temporary Internet data that is causing the error: Settings, Safari, Clear History & Website Data.

If this is still failing to pair, please let me know and I'll get you in touch with some colleagues that can investigate further.

Thanks,
JonathanB

Re: Smartwatch Pairing

mesodan — Fri, 30 Jun 2023 21:31:03 GMT

JonathanB - this fixed my problem but I am extremely disappointed it's taken a community moderator on a forum to resolve this issue and not the several live chat support staff, a member of the complaints team and someone in the technical support team. In fact they are still looking into this whilst I have just resolved this matter myself with the support of your message. To note they did mention special characters but only specific to the start and end of the password rather than anywhere! How I wish I could reclaim my time back! Thank you

Re: Smartwatch Pairing

Mathew — Tue, 08 Aug 2023 11:11:57 GMT

I'm still getting this with mine tried all of the above spent hours on chat and phone taken to a store updated,reset everything and still no joy tied into a contract and can't swith now for 13 months and have a device I can only partially use is there anything else I can try?

Re: Smartwatch Pairing

relu1337 — Wed, 09 Aug 2023 15:35:07 GMT

Getting the same problem here, I mean the login even throws a "label error"
What is this amateur hour?!

Re: Smartwatch Pairing

TitchyBootz — Tue, 05 Sep 2023 18:52:52 GMT

So I just had the same problem. And I managed to fix it! If you go in your Apple Watch itself and go on settings, it told me to update settings and log into Apple ID as many setting were not available if I don’t do it. So I clicked update settings and logged in (this is all on the watch device itself) then I tried again and it worked perfectly first time when I went to set up three. Hope this helps everyone

Re: Smartwatch Pairing

Kurtfarrar — Tue, 12 Sep 2023 21:11:42 GMT

Quite frustratingly, I had the same problem. Spent hours on Live Chat with support and got told all manner of things:

I have to switch the SIM for my iPhone to eSIM then add watch - I have this successfully setup for another phone/watch which has a nanoSIM
I have to login with phone number, not email address - The login clearly requires email address
The problem is at Apple’s end, I need to contact them for support - the problem is on the Three webpage
I need to buy a smart watch pairing add-on via My Three - there’s isn’t one on My Three to purchase
I have to wait 24 hours and then try again
The watch isn’t supported - it is a supported model

Glad I googled to see if other people have had the same problem. My password did indeed contain special characters (as good strong passwords should). Changed it to one without… tried again and worked straight away.

Thanks to Jonathan for the solution. Disappointed that Three weren’t able to provide this information from Support.

Re: Smartwatch Pairing

magsgarrard — Sun, 24 Sep 2023 09:40:03 GMT

Hi - I've tried changing my three password, restarting my phone, my galaxy watch and installing all updates but i'm still getting an error message that says

THERE IS A PROBLEM’

’one of the fields is missing’

when I try to set up the mobile plan on my new watch. Can you help??

Re: Smartwatch Pairing

tommytran672 — Mon, 25 Sep 2023 12:35:13 GMT

Hi,
After 2 days of trying, I got it to work.
Issue: "THERE IS A PROBLEM"
"one of the fields is missing"

Solutions:

"Watch" > "General" > "Software Update"
Charge your Apple Watch while trying to pair on your iPhone. Also, try without charging and leaving it to charge for a bit.
Change password to only letters and numbers.
"Settings" > "Safari" > "Clear History and Website Data".
Try throughout the day, but night seems to work more often from anecdotes. (10pm, midnight, 1am, etc.)

Re: Smartwatch Pairing

thomasburton — Tue, 26 Sep 2023 12:53:40 GMT

Hi Jonathan, I am having issues connecting my Ultra Series 1 smartwach with my three smartwatch pairing plan. I was able to connect at first however I then got transferred onto an e-sim (I'm not sure why this transfer was necessary!). Since then I've had a number of issues. I am currently unable to login to the three webpage that loads on the watch app on the phone when trying to set up mobile services on the watch. I'm getting the error that one of the fields is wrong despite me being able to login to the three app and website with these details. Confusingly, occasionally I can login at which point it recognises that I previously had a smartwatch pairing plan but then won't let me re-establish this plan and comes up with an error message?

Any help would be appreciated!

Re: Smartwatch Pairing

jckfok — Fri, 29 Sep 2023 14:57:24 GMT

Having exactly that problem and followed your advice on password and Safari wipe. Can you help?

Re: Smartwatch Pairing

Mrk1109 — Sun, 08 Oct 2023 18:02:26 GMT

I have connected to it.

1st changed password inc no special characters just letters and number (caps are fine)

2. only do it over gps not on WiFi

3. clear website data

That’s how it worked for me

Re: Smartwatch Pairing

Elliottplayer — Tue, 10 Oct 2023 20:29:43 GMT

Hi, I thought I’d message you directly as it seems you are very knowledgeable.

I have had the exact issue with my Apple Watch.
I have tried changing password to include no special characters just letters and numbers

ive cleared safari history

im only trying on 3/4/5g as some have said WiFi will not work.

unfortunately I am still not able to connect the watch to the Three network.

do you have any other suggestions? At this point any other pointers would be greatly appreciated.

Thanks

Re: Smartwatch Pairing

JonathanB — Wed, 11 Oct 2023 12:38:50 GMT

Hi @Elliottplayer,

Are you also having the "one of the fields is missing" error? There's a few different scenarios, but if you can let me know which error I'll try and help you get this sorted.

Thanks,
Jonathan

Re: Smartwatch Pairing

Elliottplayer — Wed, 11 Oct 2023 17:16:53 GMT

Hi, yes I get the message saying ‘THERES A PROBLEM, one of the fields is missing’

any help I’d be grateful for

Re: Smartwatch Pairing

matw50 — Thu, 12 Oct 2023 10:39:46 GMT

I'm hitting the same issue with my Apple Watch 8 setting up the mobile service.

have changed password and also cleared safari history.

error is 'There is a problem'. 'One of the fields is missing'

Re: Smartwatch Pairing

matw50 — Thu, 12 Oct 2023 10:44:30 GMT

JonathanB - I fixed it myself.

Here is what I did in case it helps others. Chrome was my default browser. I changed the default browser back to Safari and I got it working.

Re: Smartwatch Pairing

JonathanB — Thu, 12 Oct 2023 16:28:41 GMT

Thanks for this @matw50 most iOS users use Safari by default so really good to know this.,

Re: Smartwatch Pairing

JonathanB — Thu, 12 Oct 2023 16:32:51 GMT

Thanks for confirming @Elliottplayer,

Everything you've tried so far usually helps,

@matw50 above also advised changing default browser to Safari if it's not already.

Some other users are reporting that with that error to try filling in password field first then the email one. Let me know if you have any joy at that stage. If not I can refer you to a team for further investigation.

Thanks,
JonathanB

Re: Smartwatch Pairing

Elliethree — Mon, 16 Oct 2023 15:09:32 GMT

Same issues tried everything someone please help @JonathanB