PAYG BALANCE not used when activating a data pack

[Bill33]

I have PAYG sim.I have £18 of credit but when i went to buy a data pack ,30GB auto renew for £10 ,it wanted me to pay  by card.Pay by card is the only available option there as the pay screen  shows 0 as credit,although i have £18 of credit  .

Why i cant use the credit i already have?Every month  it will renew after it takes £10 from my card or it will use my credit ?

Also the allowance page shows all my previous and expired allowances along with the active one.Why it keeps them there and you have to scroll down to see the active one?So unnecessary and confusing.

(The 3 app/site must be one of the most confusing that anyone has made.)

[Bill33]

A month went by and the data pack ended.The auto renew took money from my bank card and not from the credit balance.I removed my card and will wait to see next month.

[JonathanB]

Hi there,

Thanks for your feedback. We'll pass this on to the relevant team. You should be able to purchase a data pack when you have cash credit though.

If you'd rather purchase your PAYG Data Pack using cash credit rather than using auto renew or a card, you can use these steps from the Three App:

1. Select the "Buy tab" (you'll find this at the bottom of the screen)
2. Click "Data Packs"
3. Find the pack you want, then choose "Add to basket" option underneath the pack's description.
4. You can check the total of your purchase, then choose "Continue" in the bottom right.
5. Scroll down and you'll find the payment method options of "By card" or "From cash credit"
6. Finally tick the terms and conditions checkbox, then "submit"

Hope this helps,
Jonathan