App issues- returning three customer!

[Sapphira]

Hi all! I have recently returned to three with the same number I had with them in 2022. When I got my new sim I signed up and everything was working fine. My old number then transferred over and the app is now showing “you have no active plans”. When I go to manage account, I can see the account number is from my previous contract with three. I registered when I joined three again, but for some reason it’s pulling up my old account, possible due to it being the same number. I’ve spoken with numerous agents on the phone, all they could recommend was deleting my account and registering but this hasn’t worked. Anyone else experienced this? I really want to see my usage etc 😔

[PeteG]

Hey there, Sapphira. 

Welcome back to Three, it's disappointing to hear you're having issues. It sounds like your old account and new account haven't been linked. If you pop through to the Support Team and ask them to link your new account and your old account, this should allow the My3 account to be reset and set up correctly. 

Pete.