Insufficient funds

[Anonymous41]

Ive been using ThreePay for some in-app purchases and it been going well with no issues. But yesterday when i tried to top up my game again, it said that “i may need to add insufficient funds to continue using mobile phone billing” although I have enough credit in my balance. How can i fix this please?

[Anonymous41]

Hi, but i dont spend any money on bills etc.. just using Three for in-app contents and this is also the first time of the month i use it so im quite confused on how am i got the credit limit?

[MichaelP]

Hello @Anonymous41,

I'm just following up on this with you. 

Were you able to chat with Customer Services regarding the credit issues, and if so, was any clarity given?

Thanks,
Michael

[JonathanB]

Hi @Anonymous41,

Thanks for getting back to me. I can only answer speculatively from the Community, we're not viewing your account or bills when we speak here.

If you're in the period of time between your last bill being created, and before we take the payment, this could result in the credit limit being reached as it does include any unpaid balance even if it's not overdue. I can't say for certain if that applies to you here, but customer services may be able to clear that up.

I'd recommend to check in with them,  and please let me know if they're able to help.

Thanks,
Jonathan

[JonathanB]

Hi @Anonymous41,

If you're using a Pay Monthly account, you may have a credit limit on the account that isn't allowing you to complete purchases. You'd need to contact the support team to check what the limit currently is and get it changed if needed. This limit includes any unpaid bills, and any charges pending to go on your next bill.

There's also a separate limit of £40 per transaction, and £240 per month, both of which can't be changed due to regulatory restrictions. 

Thanks,
Jonathan

[Anonymous41]

Hi, but i dont spend any money on bills etc.. just using Three for in-app contents and this is also the first time of the month i use it so im quite confused on how am i got the credit limit?