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

[AzureTai]

Hi Jonathan, thanks for the reply.

I believe the error in full was E51056-No-data  or something simmaler. (when I see my Father tonight ill try again and grab a screenshot, of the error to upload here.)
And no im trying to pair the iWatch to a freshly reset iPhone 11 that's got no other watches or devices paired to it.

Of note, as i have seen this mentioned before This sim contract is new so it's before the first billing cycle, so im also wondering if its simply a restriction on the account untill after the first billing cycle.
thanks.

[JonathanB]

Ah that could do it, yeah if there's a new/changed plan then the first bill cycle needs to start for pairing. Please let me know if that sorts it or not though.

Jonathan

[AzureTai]

Will check after his first bill and get back to you, many thanks.

[DavidA]

Well like many others I’ve been trying to pair my Apple Watch Ultra 2 to IPhone 15 Pro Max and for the last 5 days have been getting the same error message ‘field not found’.  I have followed all the recommendations and advice re eliminating non-standard password characters and clearing the Safari browser history/cache and still did not work UNTIL NOW!

This time as well as clearing the browser history I also swiped up to clear all open apps and it logged me in immediately.  Activated and paired within 5 minutes.   It must be the reason why the mobile pairing was being blocked.  I hope this is of help to the many others who have encountered a similar problem. 🥳

[screenager77]

I got an Apple Watch 9 at Christmas, and had the exact same “Missing field” error as most people. Tried to change password, wiped watch and phone, no joy. I’ve spent two weeks trying onsort it.

Went on live chat for about 40 mins trying to make a complaint, went through all the steps again, they then transferred to the 2nd line technical support. He told me has updated my account and to try again.

i logged in through my watch app, and this time it worked perfect first time and within 1 minute I had a fully working plan. No idea what the fella done but there clearly is a fix.

[gavinlew]

I’m having the same issue as well on my new watch, my previous watch paired instantly , now I get the red error when signing in to the activation website. 

From reading this thread it seems like the problem probably won’t be fixed so I am going to escalate via three’s complaint procedure 

[Danbolt42]

Hello, it seems that this is a common issue which I wish I knew about before purchasing a new Apple Watch through three. my issue is when setting up the watch when it prompts you to sign in to My Three to enable cellular an error message comes back “there was a problem, field not completed” live chat have been useless, can you help? I am paying for the watch to be able to be used when I don’t have my phone but currently unable to. thanks in advance!

[screenager77]

I had exact same issue, live chat eventually put me through to 2nd line technical support and he done something his end and fixed it.

[Kirstiecee]

Is there any firther progress on this 'one of the fields is missing' error that can then allow three customers to use the cellular part of their apple watches that they have paid extra for. Three customer services, technical team and complaints team and no help at all and keep fobbing everyone off with the same responses but none of the responses are fixing the issues that multiple customers are having. These watches work on other networks so why not with Three? Have been a customer for many years and we currently have 4 contracts with three which will have to be cancelled if yous cannot provide us the service we were sold. Next steps is to take this to the ombudsman like many others have stated as clearly three do not have any duty of care for their paying  customers. Surely it doesnt take 2 years for an update??? 

[Gypee]

hi… I managed to connect yesterday but only if I ticked a box that came on screen to pay £7 per month for the pairing, which of course I did … all working fine now