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

[Kylewallace98]

Just wanting to know I’m trying to pair my Apple Watch and I’m getting a error code when I’m clicking on set up mobile data the error code I’m getting is E53304 can someone help me

[StephR]

Hey Kyle, welcome to Three Community. 

I'm really sorry you're having difficulty pairing your Apple watch. That error indicates there's something processing on your account, and that something is getting in the way of activating your pairing plan. Sorry about that!

I've sent you a PM with more details on how to get in touch so we can get that sorted for you.

StephR

[lostintransit]

I have the same issue with the add-on stuck at 'pending' can you PM me what to do? 

[SMcMillan]

I had an Apple Watch Paired with my phone about 2 months ago when I say paired I mean I activated the Smartwatch Pairing Plan through the Apple Watch app to add Three cellular services to my watch (Yes it's a cellular watch.)  

I Upgraded my contract to a new iPhone 14 Pro, and restored from backup.  Upon restoring from backup it added my watch just fine however in the cellular settings it said Three but it wasn't being used for cellular on my watch.

I Deleted the three cellular plan thinking I had to rego through Smartwatch Pairing again in the Apple Watch app to enable cellular.   Each time I do it now it gives me an error, Error53305 - You already have a paired device - chat to our team.

EVERYTIME I talk to chat, I get a different response.  They say my watch has been removed from the account.  Another said they had to readd the watch plan on and they did and it would be fine in a few hours. Days/week later Still SAME issue when i click on setup cellular in the apple watch app - "E53305 - You Already have a Paired Device"  The watch pairs to the phone fine, it just does pair for a cellular account.

Please help.

[PeteG]

Hello. 

Welcome to the Three Community. 

The error message you're receiving usually indicates that there is already a device paired. Usually having the team remove the pairing and then starting again fixes it, I'm not sure why that's not the case here. 

We can do some checking with our tech guys to see if they have any further advice on this, and we'll get back to you as soon as we have an update. 

Pete. 

[SMcMillan]

That would be amazing Pete.  

[JonathanB]

Hey @SMcMillan,

Thanks for your patience on this, I'll send you a PM so that this can be escalated for you.

JonathanB

[gbailey141]

I have exactly the same issue and keep being told different things by your Team. I've had to erase my iPhone pair/unpair my watch saying that will 100% fix it and then it still says sorry you already have a device paired!! Surely the answer must be as simple as removing the watch at your end and re-adding to the plan?

[lonelyshepherd]

same problem here, spoken to technical team more than 10 times, still hasn't fixed yet, different guys on the call, none of them understand what problem is, kept ask me to reinstall watch app and reset iwatch, which I have done several times now, no use. The guys on the phone said they can't remove the pairing from their end, has to be done by me via Three app, which is nonsense!! 

[Boyle]

It really really feels like the support team need to undergo training on smart watch pairing. Every time I’ve chatted I get a different response. It’s 100% certain my issue is on the account side, and not related to the devices at all.