Can't register for 3 app

[User123356]

Backstory: I got a text from 3 to say my direct debit hadn't gone through and to contact them or check my account. It has not been changed/amended in years so no reason for this and so I called my bank to say 3 haven't requested it (issue 1 but not the one this post relates to).

I've tried to login to the 3 app to check my billing details/date but it says I need to re-register due to it being updated. I've used the register button and used my email address number etc but it says something about my details and problem with registration. I also tried the forgot password option with the email address ( the one I originally used for the app) but I didn't get the reset password emails either.

Hoping you can assist with both issues but even if I can just get the app working I can check my billing details. Thanks 

[Debs2311]

They are saying to me you can only have one email registered to one phone number, so now I have a new phone and number I can't use my own email address! 

[Shirin]

I have been unable to re-register my account and cannot remember what email I originally used. Nothing seems to work?

[JohnM]

Hey @Shirin,

Oh no that's not ideal!

Not to worry i have sent you over a PM with a direct link to our specialist team who can assist with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M

[gokhaneroglu]

I am having the same issue but don't know how to fix it

[JonathanB]

Hi @gokhaneroglu,

You've been contacted about a failed Direct Debit, you can't get your account re-registered, or both? I'm assuming you're having issues with accessing your account, but please let me know if I've got it wrong.

There's more help on this here Re: Re-registering for My3 and the Three App 

Thanks,
Jonathan

[Quixotic]

I'm having the same problem! I've been with Three for 17 years, absolutely no issue with the old app whatsoever. It was simple and straight forward. 

I can't use the app to check my bills, add roaming data, download my bills, etc. Every time I've tried to register it keeps giving me the same error message. "Please check the details you entered are correct. If you still encounter an issue, please contact us."

I've used different browsers, clear cache, PC and mobile devices to register, but nothing works! I may as well just join a new provider, this is honestly infuriating. 

[JonathanB]

Hi @Quixotic,

Have you been able to check with customer services if the email you are entering to re-register is definitely the one we have saved to your account?

Thanks,
Jonathan

[Anguyen1]

I'm also having the same issue as I have entered my oldest email to re register yet it doesn't work and keeps saying something bout incorrect details along , trying to re register due to the message "we failed to debit you latest direct debit." and along the lines of avoiding to terminate fees

[JonathanB]

Hi @Anguyen1,

I'd be very cautious about this sort of message, sometimes scammers will send a message along those lines to direct to a fake login site in order to collect emails and passwords etc. It's best to check with your bank records if there seems to be any missed payments.

If you contact us, our teams can help make sure your email is correct and up to date before you try to re-register again.

Please let us know if this helps and if you're able to get your account access sorted.

Thanks,
Jonathan

[JonathanB]

Hi everyone,

We're finding in most cases that difficulties with re-registering are as a result of email details not being up to date, or in the cases of users with multiple numbers that there isn't a unique email on each account.

If you are running into these issues please contact us, and the team can help update your info so that you can re-register.

Thanks,
Jonathan