This number doesn't match our records. Please try again

[TRC38]

Updated App for new version but unable to get access as it states my mobile number doesn't match our records? Went into 3 store they checked the system and everything is as it should be but couldn't help getting access through the app or online now either. So unable to get access to account and see bills now. . Done all the usual...deleted app / reinstalled turned phone off, made sure had a signal etc etc cant even get access just using email or get access online.

Any thoughts

[samtakuchiko]

"Solution: Can't Log In to Three Account - 'Number Doesn't Match Our Records' Error"

Hi everyone,

I've found a solution to the login issue that might help others facing the same problem. Here's my situation and how I fixed it:

Background:

• Been with Three mobile since 2014
• Added Three broadband in May 2024
• About 2 months ago, started getting "This number doesn't match our records" error when trying to log in with my mobile number

The Solution:

• Use your regular Three account email and password
• Instead of entering your mobile number for the one-time code, use your Three broadband number
• Once logged in, you should see both your mobile and broadband contracts

What happened in my case:
The system seems to have automatically set my broadband number as the primary number for account verification, even though I've had my mobile number much longer.

Hope this helps anyone experiencing similar issues, especially those who have both Three mobile and broadband services!

Note: If this works for you, you'll be able to access all your contracts (mobile and broadband) once logged in.

[Fufllees8]

Has anybody got a solution to this issue? Having it myself and online chat can’t help me!

[PeteG]

Hello. 

Generally that message shows up when the My3 account hasn't been re-registered. If you've re-registered already and are still getting the error, there could be an issue with the data entry. It's always worth just double checking the number you're entering as I've seen a few situations where the number being entered is not correct. It's also worth trying on a different device and web browser in case there's an issue with the one you're using. 

Pete. 

[ngarrad]

TRC38 I am having the same problem as you with my phone number not being recognised when I try to re-register and I have been on chat system with 3 advisors for over 5 hours trying to sort out the total shambles of a system update and ensuring they change email addresses for 2 of the my children's phones I pay the bills for. I eventually got a call from 3 and spoke to a human being who advised me the issue I was facing was a recognised one with the updated My3 app and had been escalated to technical support. So I am still currently unable to login to my own account. Situation is a complete farce as I was given no timescales re resolution

[sc1999]

Considering how long it can take any company to fix buggy software, they were better to not try and give a timescale. Judging by the quality of the new app I think it is the result of a junior school coding project.

[JonathanB]

Hi @TRC38,

You may need to re-register for My3 if you're account received the recent system update.

If you try going through the login/register page do you get prompted to re-register there? Please ensure that you enter the same email address we already have saved on your account when prompted.

Once you've re-registered that ought to get you access through the App again. Let me know if that works for you?

Thanks,
Jonathan

[sc1999]

This has been going on for too long. I received this text so maybe there is hope, although it worries me that a company cannot do this system work behind the scenes. 

Three are doing a major systems upgrade and things may not work. This us the text I received:

Hello. We’ll be doing an essential system update between Thursday 3 and Sunday 6 August.​ ​

Your phone won’t be affected over this weekend, and you’ll still be able to call, text and use data as usual. ​​

However, during this update, you’ll have limited access to Three app and My3.  ​

For more info, including how to request a PAC/STAC before and during the system update, see our FAQs at 3.uk/g6320