no active plans

[filbert]

Just upgraded and no active plans on my account

[PeteG]

Hello. 

That's quite strange. It sounds like the My3 account and linked email address might need to be reset. It isn't something you can do on your end, but you can speak to the Support Team to request that they get that done for you. 

Pete.

[filbert]

Hi 

tried a few times to get help on chat and keep getting cut off

[KateS]

Hey @filbert,

Sorry to hear you've had trouble connecting with the team. Did you manage to get connected via live chat after posting? You can also give us a call at 0333 338 1001 from any phone. 

Thanks,

Kate

[filbert]

Hi

Did get in touch after 3 attempts. 

They still can't sort the issue as they say I need a new email address as my email was with  a cancelled number?

I still have my original number and original email.

[JonathanB]

Hi @filbert,

That's really odd, when you upgrade it shouldn't affect how many lines you have on the account, as it's just the plan for an existing line that's updated. Is it possible you've had a line cancelled and a new account opened, or moved from a PAYG to Pay Monthly?

Thanks,
Jonathan

[filbert]

Hi

I recently had 2 numbers on my account. 

One was cancelled. 

But now I can't see my number on the account. 

I can call 333 and get info there but not on the app 

Thanks 

[KateS]

Hey @filbert,

Thanks for clarifying.

I'll pop you over a PM with more information on how to get help with this issue. To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate