My3 app not working after update.

[sc1999]

My3 app worked on Friday. I have just downloaded an update, I know big mistake, and now it's not working. Apparently something has gone wrong.

I know that a system update was being done from 18.00 Saturday until 12.00 Sunday but it's now 14.20.

A few more days and my contract is done and I won't care anymore.

[Suecubs]

As said before tried app yesterday and lo and behold can login to all our accounts now. I just waited so assume the team have found the fix. Let’s hope it remains so. iPhone 6s user. IOS 15.8.3. Was really annoying while app not functioning so a BIG thank you. At last. Hope you are all finding the same out there. 👍

[JonathanB]

Hi @Suecubs,

Thanks so much for your patience, and for coming back to the Community to let us know that the fix we've put in place has solved the problem.

Thanks,
Jonathan

[KB3]

I have been trying to log in for weeks now on an iPhone 13 and just get the 3 moving dots like others have. I need to change to sim only contract to save money but this is stopping me. I may just cancel, this is ridiculous how hard is it to fix an app.

[PeteG]

Hello, KB3. 

It's disappointing to see you're having this issue. 

Have you updated your phone to the latest version of iOS? Doing so seems to have resolved the issue for others. If you've opted not to upgrade the phone, or have done so and are still having the issue, you can process the changes to your plan by speaking to the Support Team. 

The app team are working on the issue with accessing the My3 page, and will hopefully have a solution uploaded for that soon. 

Pete. 

[KateS]

Hey @Jen14, @Jo82 and @Viclewis13,

We're sorry for the disruption this issue has been causing. Our teams are hard at work to resolve this and are asking for some help from the community to test this again. Can you please check with any devices you have available, and if you're still encountering these issues logging into My3 let us know?

In your reply please confirm the device(s) you've tested, and if the issue is still occurring on the Three App, and which browser(s) you've tested.

Thanks in advance,

Kate

[Suecubs]

Replying to KateS I use an iPhone 6s. We have three pay as you go accounts all with the same iphone model. Until recently used the 3app with no problems switching between our five accounts and accessing our them easily. Now we cannot access our accounts on our iPhones either by the app or thru Safari browser. App logs into a blank screen that is impossible to get out of other than shutting the app down. Safari - at one point could get to website but trying to login impossible and now the website doesn’t even get to the login register part just infernal blue dot buffering. Hours of buffering. Deleted app and reinstalled it. Nothing about this is or was expected. Have been with Three for 15 years. I can log in on our PC within seconds with all accounts. All registered all password emails working 100%. So why nothing on our mobiles after all you are a mobile network. Tried chat typing furiously jumping thru all the hoops only to find that in essence they cannot do anything. There is NO PROBLEM WITH OUR ACCOUNT PASSWORDS OR EMAIL ADDRESSES proved by our ability when on our home computer. Main problem is what do we do if we are not at home like on holiday. Will we have to pack our computer as well with monitor! Even phoning is challenging! I am a reasonable person with a modicum of intelligence trying to come to terms with a system at fault that was supposed to improve our experience when website was updated and we all had to re-register! That was a palaver because the premise was that we all had only one phone! Maybe we are an anomaly but it still does not explain why we cannot access our accounts in our mobiles. So I believe that you have decided that the iPhone 6s has been deleted from access to your login procedures and we are defunct. Can’t think of any other reason why all of a sudden we cannot login on our phones. Even tried another wifi and used just data nothing. Went thru all the troubleshooting ideas nothing. Glad recently managed to change to pay as you go monthly data pack purchases. Hey ho such is life. Just when you think things are going along nicely you change the parameters expecting progress but customers get hijacked!

[JonathanB]

Hi @Jo82, @Viclewis13, @Jen14,

Are you still experiencing these issues logging in now? If so, just to check are you all using iPhones?

Thanks,
Jonathan

[Suecubs]

at last my3 app is working. All singing all dancing and I didn’t do anything since my last comment. Well done at last. Better late than never. BIG THANKS TO THE TEAM

[JLG9396]

I’m having the same issue on iPhone 14. I have tried for weeks on my app, on safari and Google, can’t get anything to work. On safari and Google I just get the rotating dots (loading screen) when logging in and my app just goes to a plain white page.