Re-registering for My3 and the Three App

[JonathanB]

**Update 01/12/2023: We’re pleased to confirm, all accounts have been moved to the new My3, but we’ll keep this article in place as many of you still need to re-register. Unfortunately you won’t be able to change the email linked to your account without our help. If you have multiple numbers, are unable to access the email linked to your account, or need any other help re-registering, please get in touch.**

Hey Everyone,

We’ve been hard at work this year to upgrade the systems that support our network and your accounts. This means that we’ve been able to start providing lots of awesome new and improved services, like eSIM, smartwatch pairing, as well as a greater range and flexibility on our price plans.

We know that staying on top of your billing, and having easy access to all the options on your Three account is super important, so we’re also upgrading My3 and our Three App too. After the system update completes for your account, you’ll be asked to re-register for our new and improved My3, so we’ve created this guide to help make this as straightforward as possible for you.

Who will receive the update?

We’re updating every account that was opened before we launched our Three Your Way plans on 30^th January 2023. We’ve already completed the update for a large number of customers, so if you’ve re-registered for My3 this year then don’t worry, you won’t need to repeat this process.

How will I know when I’ve been updated?

We’ll be in touch, look out for emails or texts from us about the system updates. We’ll give you notice of when we’re carrying out the work, then your My3 and App will temporarily be unavailable for a couple of days whilst we complete the updates. You’ll receive a further message to confirm when everything is good to go, and to let you know you can re-register for My3 again.

Do I need to do anything before the update?

For the smoothest experience, please ensure you have registered an email address with us before your account receives the update.

You will need to verify the email as part of this process, so please ensure that you have access to the email you have registered. If you have multiple phone numbers with Three, you should register a unique email to each number you have with us.

If you need to check or make any changes to your registered email, this can be done from My3 or the Three App before the update. If you wait till afterwards, you’ll need help from customer services to amend your email before you can re-register.

How do I re-register?

Just pop over to the login page, pop in your Three number, then select the “Register” button on the next page.

Enter your email address that is already registered with us, and then set a secure password of at least 12 characters. Any mix of upper and lower case letters, numbers, and special characters are allowed.

Once you click register, you’ll get an OTP (One Time Passcode) by text, and an email with a verification link to complete your registration. We’ll continue to periodically send OTPs to you when you login if it’s been a while, or if we see a login from a new device, so we can help keep your account secure.

Need more help?

If you’re running into any issues with re-registering after your account is updated, then please give us a ring or have a chat with us.

Let us know in the comments what you think about the new look and feel of the updated My3 and App!

[sc1999]

I am not trying to be a killjoy but there must be a lot of people who struggle with 1 email address let alone the multiples that 3 are requiring. It's not a simple matter of going to outlook.com and creating multiple addresses but the management of them. All will need to be checked regularly so that important missives from 3 are not missed.

3 really need to announce that they are working on a solution to give a single email address to manage multiple numbers. This fix would then allow 3 to offer family friendly options for, well, families. 

[BillyT]

Well said. This is 100% the issue 

[Ashcutus]

IN the very least have a dedicated team to deal with it and link to that on the registration screen.

Have it link to a form where you can put in which numbers are registered under 1 email address and which email addresses they should be registered to.

Manually create those accounts and send an email to each user that they'll need to set up their password on the account (essentially a forgot password link)

Honestly this really isn't difficult to do, and would save your live chat agents a bunch of grief

[sf60017]

Hi Jonathan. After many messages bending you ear hole my re-registering problem is SOLVED! I used the Live Chat feature and spoke with Faizan. He was honest enough to tell me that he may take some time as he was just getting to grips with the new system update, honesty which I greatly appreciated. After about 35 minutes he had done it, my broadband number is now registered, with a different email address, and it works on the 3 app, confirmed. Please don't have another update, mate! Steve.

[JonathanB]

Hi @sf60017,

Thanks so much for your patience, perseverance, and for letting me and the rest of the community know how things have turned out. Really glad to hear it's all sorted out for you now. 🙂

Thanks,
Jonathan

[D4nkosWolf2]

i've done this already and it still pops up regardless if you change your email on one of the accounts to a new email. i've been running around with support all morning to still be at step 1. this is system upgrade has honestly been a shambles and locking customers out from their accounts, 

[DK1]

After reregistering as per your instructions, I am unable to see any of my account information, either in the app or in a browser.  I am sorry to say that this upgrade, as far as I am concerned, has been an unmitigated disaster.  Moreover, I have tried to chat to one of your support specialists (very hard to get through to one) and they have been unable to help (why I need to put in my date of birth when attempting to chat to a support person is beyond me).  I keep getting a helpful message “Something went wrong.  Try again later”.  Please let me know when the issues with this new system have been ironed out and I would be happy to try again.  For now, it’s unusable.

DK

[Gary]

I’ve re registered but do I have to start a new DD as I can’t find in new style app any info 

[sc1999]

No  never mess with your dd unless 3 ask you to. If 3 ask triple check it's 3 and not a crim trying to get your money.

[Tonialee1226]

Your guide doesn’t work. I used three last year then 7 months ago I switched my number to another service provider. As I wanted to switch it back to three, I bought a new sim, registered for the app with the new sim and new email address, paid for the data pack, then switched the number over. I can still log in to the app before the switch but once it’s done I couldn’t log back in to my account anymore! Tried to call but the phone line is just a joke - there’s no real person on phone and the automated system cut you off. I spoke to your live chat but they said i need a new email address so that they can re-register for me. I created a new email address but still couldn’t log in!! It just keeps saying ‘those details aren’t quite right’. THE DETAILS ARE RIGHT!!! It wouldn’t let me in even i changes my password for like thousands times. Please fix it and your advisors on live chat are just not helpful at all.