3 app and website log in

[Sky33]

I can’t get into my log in page on both 3 app and website. It’s showing white blank since yesterday. I’ve deleted and reinstalled it a couple of times and restarted my phone as well but it’s still not working.

[JonathanB]

Hi @Sky33,

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

[Sky33]

Hi @JonathanB 

• Yes, I’m using I phone 13.
• The issue is both on the application and the website from my phone.I tried to get into the website with my laptop but still loading since I have the same account as my phone? I tried it with my friend’s phone and both app and website are working for her.
• The issue happens before I even got onto log in page, whenever I tried to go into login/ Register page it shows white blank
• I already cleared my browser data multiple times
• I don’t have a software update pending.
• And I just reset my network setting but it’s still not working. I tried to get into it with both mobile data and wifi.

[JonathanB]

Thanks @Sky33,

I'll pass this info onto the teams who are investigating. I just want to clear up one point please?

"I tried to get into the website with my laptop but still loading since I have the same account as my phone?"

When you say "still loading" I'm not sure if you mean this is working normally, or you mean you're getting stuck with the page loading like on your phone? With the laptop were you hotspotting from the same phone, or using a completely independent connection like another provider's Wi-Fi?

Thanks,
Jonathan

[Sky33]

Hi @JonathanB, it wasn’t working normally, I was stuck with the same log in page, the same as my phone. And I used both my Wi-Fi, data and other person’s connections for both of my phone and laptop.

[JonathanB]

hi @Sky33,

Thanks for your patience, just to check is the laptop also an Apple one? Which browsers did you try on the laptop?

Thanks,
Jonathan

[Sky33]

Hi @JonathanB ,

It’s dell and I used google chrome. I can get into three’s website but not the log in page, there’s just white blank, same as my phone. I also searched it with my friend’s apple laptop and I phone but it seems to be working fine from hers.

[Sky33]

Hi @JonathanB ,

It’s still not working..when do you think this will be solved?

[JonathanB]

Hi @Sky33,

I'm sorry this is ongoing, but I can assure you we're passing on feedback and hope to identify the cause of this and resolve the issue soon.

Thanks,
Jonathan

[JonathanB]

Hi @Sky33,

Sorry for the disruption this has been causing. Our support teams have fixed an issue affecting the website and app last night. Can you let me know if you're still having the same issues logging in?

Thanks,
Jonathan