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 

[TheJostler]

So what you're saying is: "the money you spent on your now useless non-refundable and non-redeemable for cash top up card is now worthless as our system does not accept it"... "But don't worry this was completely intentional on our part 😄👍🏻"

.... You for real?

[KateS]

Hey @TheJostler,

Welcome to the Three Community.

Do you have an issue with a voucher you've been unable to redeem?

If so, does the voucher have 16 digits or 14? When did you purchase this?

Thanks,
Kate

[JonathanB]

Hi @TheJostler,

I'm sure you've picked me up wrong. Top Up vouchers have had 14 digit codes for a few months now, and The 444 line does accept these when entered.

We've had a double check, as we've noticed a few new posts about this recently though, and it looks like some of you may have been incorrectly hearing a message mentioning 16 digits still.

This should now be fixed, sorry for any confusion this has been causing.

Thanks,
Jonathan

[Shazzac]

I tried the 14 digits but still dint work on my phone any advice thank you 

[PeteG]

Hello. 

If the code still isn't working as expected, I'd recommend connecting with the PAYG Support Team where they can bring up the details and check the voucher. 

Pete. 

[Shazzac]

Thank you Pete I did the 14 digit code took a while but finally worked thank you very much 

[PeteG]

Hello. 

That's really strange. As far as I know, voucher pins are always 16 digits in size. 

I'll send you both a PM. If you could check your messages by clicking the little circle near the top right with your image on it, then open the message and reply with a clear photo of your vouchers, I'll see if I can find out anything more about it. Could you also please include where you got the vouchers from. 

Pete. 

[maverick_x]

Hello Pete, I have had the same problem today, i purchased a top up voucher for £35 and it only has 14 digits, when i try to use the voucher it says the number is not recognised and there is an error

[JonathanB]

Hey @maverick_x,

Sorry to hear this, did you manage to get the top up applied in the end? Can you walk me through the steps you were taking to apply the voucher and what happened?

Thanks,
Jonathan

[Nigel5]

Three are saying store problem may as well change networks at this rate