Two numbers on one email, can't access one...

[ZoeP]

I've been with 3 for years, and last November my Mum signed up for a contract too.  As she's older she doesn't use email, so I used mine, which is on my phone plan.

The contract etc is all in her name, linked to her address, and she pays for it.

I can't log into an account using my email and her phone number, so there is no way to look to upgrade her phone (current contract expiring on 17/11) and I've had zero emails from 3 since Nov 2023.  We only know her plan is ending as she got a text from 3.

Is there a way to log on online, or am I going to have to call them with her present?

[KateS]

Hey @ZoeP,

Welcome to the Three Community.

Usually in these types of situations, we would link the accounts to allow you to access and manage both accounts under one email address. Unfortunately, as your mum's account is registered under her own details, we wouldn't be able to do this.

The only solution would be to change the email on your mum's account and register the number to allow her to manage the account online/My3 app.

I'd recommend getting in contact with our Customer Service team when you're with your mum, the team can then change the email address or assist with processing the upgrade.

Thanks,
Kate

[ZoeP]

Thanks, Kate. I did think that might be the case, but wanted to try and sort it without getting her round.  But I will do that.  🙂