Unable to logg in since they changed the logg in system

[cjay260]

Hi everyone, i've been on a pay as you go sim for 10+ years. Under the old system, I could just enter my phone number and password and logg in on the website. Under the new system introduced in 2023, they ask for an email address instead. Since i didn't re-register I thought I would sign up, however i am unable to and get error messages. The error message reads - "please check the details you entered are correct. If you still encounter an issue, please contact us". I did contact them and went round in circles, nobody could help me resolve this problem. As far as I recall, under the old system the number wasn't associated with any email address (you just entered the number to logg in) but even if it was, how can i remember what email I used over 10 years ago? 

[PeteG]

Hello there.

That's not so great. As far as I can remember, an email address was always taken during the registration process, but it wasn't used during log in unless selecting it as a back up option. As that has changed now, the old email address is needed in order to re-register the account. 

If you don't have access to the email address any more though, the Support Team are able to reset the registered email address for My3 so that you can complete registration using a different email address. If you can't get the old one, pop through and tell them team you'd like to reset the email address linked to the My3 account, they'll take the new one from you and you can go ahead and complete your registration online. 

Pete. 

[cjay260]

Unfortunately during the mitigation from the old system to the new one it seems like all my details have been messed up. I'm on my first sim account here, I was able to use my main email to login BUT when I did logg in all my details were wrong - it had me down as MR when i'm Mrs, my birthday was registered as 2009? therein lies the issue with my second sim - they claim the name isn't me and I have no way of proving its their system that has messed up the details transferring across onto the new system. The fact the details were incorrect on the first sim makes me think they've entered wrong information on the second sim too. The only thing that matches is the address, they are asking me to contact the account holder as they can only help the account holder logg in but since I live alone I would love to know who the account holder is!

[JonathanB]

Hi @cjay260,

I'm really sorry to hear about the mix ups with your details, and that the team didn't seem to understand that this was incorrect details. Usually the team would direct to contact proofs@contact.three.co.uk if there's issues like this, and they can assist you in how to provide relevant ID to get your details corrected.

Otherwise it may be worth popping into a Three store if you have one nearby, bring a photo ID such as your passport or driving license and the team may be able to help set the incorrect details right. If there's multiple elements of the data that seem to be incorrect it does sound like this would make this more difficult to reconcile though.

Hope this helps,
Jonathan

[cjay260]

Many thanks for that email, I have sent them an email regarding this and will see what they say. 

[JonathanB]

No worries, @cjay260 please let us know how you get on with this. Let me know if you still need any help with this in a few days time.