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 

[emmajb]

I’m having the same issue - please help three. Very frustrating! Unable to register and had a text saying direct debit didn’t go through 

[JonathanB]

Hi @User123356, @Andy1,

We're really sorry that there has been a slight delay in taking your payment this month, your services will not be affected, and payment will be taken on or before the 30th May.

In regards to your My3 account please ensure when re-registering that you're using the email address that is already on record with us. If you think this is incorrect, out of date, or is still not working regardless, I'm sending you both private messages to direct you to colleagues that can help further with this.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".

Thanks,
JonathanB

[JD23]

Hi I’m having issues registering my three app to my email. My mum used her email for three separate numbers. She’s registered hers to her email. How can I change mine to my email? 

[JonathanB]

Hey @JD23,

Customer Services should be able to update the associated email, but I've also sent you a PM to get you in touch with some more help.

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

Thanks,
Jonathan

[DanielF]

Hi JonathanB,

I Have a similar problem. I've tried to login to the 3 app to check my pay for my next month 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. It is the only email i have used an it says (if you still encounter an issue, please contact us).

many thanks Dan

[JonathanB]

Hi @DanielF,

I'm sorry to hear that you're running into this issue. Have you been in touch with customer services about this? They should be able to double check the email is saved properly on the account, and if not correct it for you.

Thanks,
Jonathan

[dariadaria]

I can’t re register because it keeps saying the user with these account details already exists?? 

[JonathanB]

Hi @dariadaria,

Sorry for the delay in responding. Do you have more than one number with Three? If so, you'll need customer services to ensure that you have a unique email registered to each so that you can access your separate accounts.

Thanks,
Jonathan

[Annaasaurus]

I have this problem as well. Only have one number. Also does not work on the website

[JonathanB]

Hey @Annaasaurus,

I'm sorry to hear you've been having trouble getting access to your My3 account. Just to check you've been trying to re-register and you get a message that the account already exists? Are you able to reset your password, or is it possible you're entering a different email from the one we have on file?

Thanks,
Jonathan