Unable to access my account

[Paula81]

I am unable to access my account, I am trying to upgrade my phone

[KateS]

Hey all,

We're sorry for the disruption this issue has been causing. Our teams are hard at work to resolve this and are asking for some help from the community to test this again. Can you please check with any devices you have available, and if you're still encountering these issues logging into My3 let us know?

In your reply please confirm the device(s) you've tested, and if the issue is still occurring on the Three App, and which browser(s) you've tested.

Thanks in advance,

Kate

[Suecubs]

iPhone 6s IOS 15.8.3 three different phones.
Three browsers Safari Google. Duck Duck Go. 
three app deletions and re installations. All phones rebooted to. 
No connection between app and website 

Using website doesn’t go anywhere after login. Blue blobs. 

can’t understand why changing an app also prevents web access Can access accounts on home pc in seconds with no problem as don’t use app. Microsoft Edge

[JonathanB]

Hi @Suecubs,

We're sorry this is ongoing. As you say, the issue isn't with the Three App, but with logging into My3 on some of the older iOS versions, so it isn't making any difference whether you use a browser or the app on affected devices.

We appreciate that Apple don't provide software updates indefinitely, so although we are recommending to update software where possible, but with older devices like the iPhone 6s you've mentioned, we're looking into why these older software updates are stalling when you access these pages.

We're working on a solution and hopefully this won't be too much longer.

Thanks,
Jonathan

[JonathanB]

Hi @Paula81, @Cheles, @Marina,

Sorry to hear this, we're looking into some issues affecting a small number of customers at the moment. Just to confirm, are you all using iPhones, and is this issue stopping your from logging in on both the website and the Three App?

Thanks,
Jonathan

[Suecubs]

Is it really a small number who have been affected? 
iPhone user yes. 6s IOS 15.8.3 is latest update recently installed. 
problem only after app update. The link from app to online account fails and as a result can’t login on browser now. Web page appears but as soon as you try to login nothing but blue blobs

[Cheles]

I am having same problem can’t access my account on the app or website

[Marina]

I’m having the same trouble too, the apps not going to my account page and the website lets me log in but then nothing happens after