Apple Watch pairing error

[JonathanB]

Hi everyone,

We've moved everything relating to Apple Watch pairing issues to this new conversation and will be providing all future updates as edits to this post, so that you won't need to go searching through the comments for these.

I appreciate these pairing errors must be very frustrating, especially for those of you that have been running into issues for several weeks now. Technical specialists are continuing to look into this, however based on what they've seen so far, this does not seem to be one overall fault that we can apply a blanket fix to.

With this in mind, please make sure you have followed the advice on the private message we've sent to each of you, this will ensure that your individual case has been escalated. We've originally sent these messages out a couple of weeks ago, so I'll double check that everyone that has commented has received these. You can find your community messages by clicking on your avatar in the top right of any page, then on "Messages".

Finally, please ensure you are following the Community House Rules when posting on the community, particularly points 8 and 13.

The private message mentioned above will put you in touch with a team that you can raise a complaint with should you wish to do so, any comments that share details of individual Three employees will be removed from the community.

JonathanB

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**Update 26/10/2022**

Hi everyone,

We really appreciate your patience whilst we've been working on this issue. I can't imagine how frustrating it is to not be able to take full advantage of your Apple watches.

As I mentioned last week above, the errors do not seem to be one overall fault that can be fixed immediately for everyone. We do need a specialist team to do some work in the background on your accounts. With this in mind, I'd advise the following:

• Make sure you've taken any action we've recommended on private messages to your community account. If you're experiencing these issues and we don't already know, please reply on this post so we can reach out.
• Do not repeatedly attempt unpairing and pairing, this may be interfering with the work done in the background. Please wait for a Three representative to contact you and advise before you unpair and pair again.

We've seen some great progress towards getting this sorted in the last few days, I'm hopeful that it won't be too much longer till this issue is fully resolved for everyone.

JonathanB

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**Update 17/11/2022**

 Hi everyone,

We’re really sorry that there’s been a considerable delay between updates on the errors with Apple watch pairing. As we’ve mentioned previously there is more than one error involved and specialist teams are working hard to address the root causes of these.

I assure you that all comments about this issue are read, and all feedback given is being escalated on a daily basis.

Whilst we’re working on this, we’d be grateful if you can do the following:

• If you’re new to this thread, please either private message me, or add a reply, and I’ll direct you to a team that can help further.
• If I’ve already sent you this information, please ensure you have spoken to that team.
• Please only unpair and re-pair your watch if directed to by one of our support teams as part of the troubleshooting and investigation of your issue.

I’ll provide another update soon.

Thanks,
JonathanB

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**Update 02/12/2022**

Hi everyone,

Thanks for your continued patience. We’ve seen some great progress towards resolving these issues since the last update. As I’ve mentioned previously there is more than one error involved, and for many of you, your bill cycle will also affect when you can successfully re-pair the service.

Here’s some general steps that should help with common scenarios we’re seeing.

• Ensure that you’ve registered for My3, without a registered online account and password set, the pairing will fail.
• There are some instances where special characters at the start of My3 passwords have resulted in an error. We recommend that you have a strong password that is a combination of upper and lower case letters, numbers, and special characters but avoid beginning the password with characters like /!”£$|\. My3 supports these, but it seems to be causing an issue when this info is passed onto the smartwatch pairing system.
• If you’ve changed your priceplan, upgraded, or are instructed to wait for your bill cycle to complete, you should wait till the day after your new bill cycle starts to attempt pairing. So for example, if your allowances refresh on the 1st, wait till the 2nd.
• Although individual smartwatches can be unpaired from your account, cancelling or removing the add on completely will delay being able to reinstate the service till the following bill cycle.
• As mentioned before, don’t repeatedly unpair and re-pair, the failed requests may cause further issues on your account that delay this being solved.
• I’m continuing to regularly check for anyone new on the thread, just send a reply or private message me, and I’ll link you in with a support team that can help get your specific error looked into and make sure you get the best advice.

Thanks,
JonathanB

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**Update 11/01/2023**

Hi Everyone,

As well as the steps on the last update, we're finding it helps to clear your temporary data from your iPhone before attempting pairing.

You can do this in Settings, Safari, Clear History & Website Data.

In case anyone is having trouble finding their private messages, click on your avatar image in the top right of any community page, then "Messages". If you've posted on this thread, then you should have a message waiting from me with a link to a support team that will help.

Thanks,
JonathanB

[rolfd]

Hello, any chance that I can get a PM to try and resolve my issue? I’ve just changed to an Apple Watch Ultra 2 for the previous version and am getting the “ sorry there’s been a problem” message. I’ve also tried the clearing safari data and changing passwords etc. 

Thanks. 

[MattW]

please let me know how you got a chance to email them - i need to do the same

[ALTN]

It was during a live chat with an agent. I went through the same process I had many times before of - I can save you a lot of time and tell you where the problem is, I can send you a screen shot right now.... but no we had to start from the beginning. 2 hours later he asked me to email a screenshot of the error page - the exact same screen I said at the start. Anyway....... he asked me to send the screenshot to proofs@3mail.com. This generated an automatic reply after about 10 minutes of the agent constantly asking me if I was still here, I had to then copy and paste a security code into the chat so he could access the screenshot. Hope that helps.

[Cpbasso]

Currently almost 3 months since I first had the issue. Many calls, many web chats, many messages on here and with the social team have filled this space. Yet here I am, no solution. In the latest groundbreaking revelation, an “elevated” team today got in touch with the advice that I restart my devices. What an absolute mugging off that was. Shockingly it didn’t work! Cheers Three 🫡

[Bradleybaynes]

When I try to log in to my three account from the my watch page to set up mobile service it comes up saying (there’s a problem) (one of the fields is missing) do you know how to resolve this, I have only just set up my 3 account today so don’t know if that will have something to do with it? 

[rodmarso]

Hi All, 

After almost 5 months I finally cancelled my Apple watch pairing plan from Three and moved it to another provider: EE.

The Apple watch pairing plan worked straight away with EE, in the first attempt.

Three has a serious issue in their backend to make it work for some reason, it has never been sorted for me and for most of the users complaining in here.

Good luck to you all.

Rodrigo

[Cpbasso]

Over three months, final update:

Yep, you read that right. Three months I’ve been in communication with Three about this. That’s 3 months of regular calls, Emails and chats with every team they seem to have. 3 months of pointless calls from the tech team, doing nothing other than taking 20 minutes verifying my identity, gathering the same details every call and telling me to wait for another call. I’ve finally lost the will and desire to deal with Three today and closed my case, having so little faith they’re ever going to be able to get it working but being completely fed up of the pointless calls from the incompetent tech team every week or so. I will without doubt be leaving Three when my contract is up, a shame as I’ve been a lifelong customer and had some great deals on contracts in the past due to this, their are things Three really do right. This isn’t one of them and it’s really put me off them. I’ve negotiated a £5 monthly discount for the rest of my term with the social media team, who to be fair are incredibly pleasant and helpful, as much as their department allows them to be. 

I won’t be trying again to get this working, it’s been a waste of time and energy. I’ll just be changing provider and advising people stay away from Three. There’s great people trying to help, but somewhere in the system they’re fundamentally failing.

[ZoeB]

Hi,

I've been trying to get this sorted all afternoon. I get the "One of the fields is missing" error while trying to set up my new apple watch 9. I've tried everything suggested here (clearing cache and data, changing password to characters and numbers only, restarting devices, putting password first before username). Nothing works. Is there any updated advice?

[Gypee]

I also trying all afternoon on Christmas Day to pair my Apple Watch cellular…just says “ one of the fields is missing ‘ extremely frustrating!, please advise somebody anybody 

[Wayne2612]

I guess Three still haven't managed to sort any of this out. It's been going on since forever, people having issues pairing Apple Watch. I eventually managed to get mine connected up a few months ago but I think I was one of the lucky ones. Some people just never seem to be able to.