Top up Voucher has only 14 digits

[Krizzy]

Has anyone had problems with their three top up voucher having only 14 digits. I purchased this at my local shop and the retailer has told me to speak to three as it is an error at their end. 
I cannot get through to speak to an advisor currently 

[BigNig]

Still not sorted then! I tried yesterday (25/11) to add my voucher via the 444 line and it still says "16 digit code" and it wouldn't let me enter my 14-digit code. When I contacted 'Three' helpline they were of no help whatsoever and said go back to the shop. Shop wouldn't help. After two hours I lodged a complaint with three and the guy on live chat sorted it in 30 seconds by issuing me a refund.

[JonathanB]

Hi @BigNig,

Thanks for flagging this up, and glad to hear the chat team helped.

The recording shouldn't be mentioning 16 digits now. You should definitely be able to enter 14 digit codes on 444 too. It looks like the issue is that an old version of the 444 menu recording has been playing for some customers, but the team who manage this have advised it should now be fixed.

Please let me know if you are still experiencing any issues with this in the future.

Thanks,
Jonathan

[PeteG]

Hello there.

To confirm again, there are now vouchers with 14 digits on them. Entering the 14 digits on the automated service should work normally.

Pete.  

[Sarah_Was_Taken]

HOW DO I APPLY THE VOUCHER WHEN IT SAYS 16 DIGITS ON MY PHONEEEEEE, I CALL 444 AND IT SAYS ENTER 16 DIGITS HELP PLEASE

[Gillhall54___]

I'm same only asking for 16 digits how you meant to top up

[IanWalker]

Bought a Top Up Voucher but it only has 14 digits instead of the normal 16.

[Shazzac]

It is 14 now I had the same problem but it worked fine in the end

[JonathanB]

Hi @IanWalker,

I've merged your post with this topic as it's already under discussion. Just to reassure you Three Top Up vouchers do now have 14 digit codes, that's correct. Are you experiencing issues with applying the voucher?

Thanks,
Jonathan

[IanWalker]

Now that I know that 14 digits is how it should be, I went ahead and successfully applied the Voucher. Thanks for your help.