Live chat function in App doesn't work

[AndyF]

I am not able to start a live chat via the three app anymore. Any ideas why? Used to work fine. Haven't changed phone or anything else

[onthehorizon]

Issue resolved.

The app updated this morning (27/5/25), and it is now possible to type into the message box in the Three app once again.

[Anonymous]

@JonathanB , There's been another app update this morning, but the issue still persists

[JonathanB]

Thanks @Anonymous, it doesn't seem to be a universal issue, so might be specific devices or software versions.

We're still looking into this, are you on Android 15?

[Anonymous]

@JonathanB , yes, am on Android 15

[JonathanB]

Thanks @Anonymous, that correlates with what we've been seeing. Hopefully we can track down where the glitch is before too much longer. It only seems to be affecting the most up to date Androids from what I can see.

[MymsMan]

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@JonathanB wrote:

Thanks @Anonymous, that correlates with what we've been seeing. Hopefully we can track down where the glitch is before too much longer. It only seems to be affecting the most up to date Androids from what I can see.

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That should justify an expense claim for a new, top of the range, Android phone 🤣

[jr0]

just did the Three app update from playstore and still working (as I can type in the textbox for the digital assistant)

[JonathanB]

Hi @AndyF, @Anonymous,

Sorry to hear about this, will be happy to check it out.

Is this issue still persisting for you? Can you walk me through it in a bit more detail, what happens when you go to help and choose Live Chat? Is this for Android or iPhone?

Thanks,
Jonathan

[Anonymous]

Hi @JonathanB 

Yes, the issue persists.

Since the latest update to the Three app it hasn't been possible to tap into the "Type your message here" tab at the bottom of the page, as it's not formatted correctly. If you try to tap into that box the screen just minimises.

This is for Android.

Many thanks.