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!

[Tonialee1226]

@JonathanB my dad and i couldn’t log in to our app&online after porting the number over. Can you help have a look please as your colleagues on live chat couldn’t help us. I’ve sent you a dm please help…thanks in advance 

[Johnno75]

I have two accounts and have had the same problems registering so i spoke with 3 and changed the registered email address on my sons account which I thought would enable me to log into mine....no such luck.

I enter my phone number and email address and it takes me to my sons account. I look at the account information and it has his email address linked to the account. So why is my email and phone number taking me to his account??

[JonathanB]

Hi @Johnno75,

We'd like to take a closer look into this issue for you. I'll send you a PM to get you in touch with some more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Johnno75]

Update - after speaking with Three technical support, yet again, I'm told that my original email CANNOT be linked to my account even though my sons account now has a separate email address. Apparently the only option I have is to create a new email to be able to access my account. I have no intention of doing that, I've only ever had one email address and will continue to do so. 

What I find astonishing is the lack of urgency or response from Three to its long standing customers. Are they not bothered about the backlash from this whole fiasco? And just sending out the same repetitive 'template' responses on here isn't helping at all just infuriating us more. I'd have more respect for Three if they just said we cant fix it.

[JonathanB]

Hi @Johnno75,

I'm sorry that I missed this reply at the time. Did you speak to the team that I directed you to on the PM? I'm sorry if the responses seem repetitive at all but I directed you to an escalated team for more help with this, as I can't necessarily give a specific response relating to your circumstances from a public forum where we can't view your account. 

Thanks,
Jonathan

[Ciele]

Dear @Johnno75 - I wonder if you may have received some solution from Three for your problem as I'm now facing the exact same issue as you did. I'd really appreciate if you are able to share any alternatives to the problem. Thank you very much!

[Johnno75]

Unfortunately no fix for me, the only way to resolve it and gain access back to my account is to invent a new email address....= RIDICULOUS!!

[Summer061]

Hi,

I’ve been trying to re-register for over a week now, spoke with multiple agents in the technical team and still can’t get anywhere. We have 2 lines with 3, my partners line has been set up fine but mine isn’t registering. We have used different email addresses and still see the error please check the details you have entered are correct if you still encounter an issue contact us. If i use my partners email which is the one we used when signing up it says this email address is already in use if you have multiple lines with us contact us. I have provided an email address to the technical team who have added it on their end but it’s frustrating now how long it’s taking. 

[JonathanB]

Hi @Summer061,

It sounds like the team have done the right thing and escalated this for you, but I appreciate it's taking a long time and this must be really frustrating. Have this been fixed or have you received any updates in the meantime since posting?

Thanks,
Jonathan

[Ashcutus]

Well.... this is all good unless you literally had no idea that an "upgrade" was coming and in the process absolutely demolished the chance to re-register with separate email addresses.

As I have 4 separate contracts, my partner tried to register using her email - it didn't work as obviously it's linked to my email address, and as such unknowingly she used my email to complete the registration - she completed the registration successfully.

Now I try to register my own number, and I'm informed that an account with that email already exists! No s**t sherlock! Now I cannot access my account AT ALL and this has been the same way for months and months.

I tried contacting customer services through live chat as apparently it's impossible to actually speak to a human and I was told "Oh thats fine, we'll just change the email on the registered number" - yes the email was changed in the app, but MY email address is still the master email, so I still cannot register.

I have been a Three customer for many many years, but this whole fiasco is just amateur hour - did you not think if this before actually just bull in a china shopping this release out?!

The final insult was a 35 minute live chat "experience" yesterday trying to find out when my contract ends because apparently you cannot find out this information on the phone! If you can it must be buried amongst the 100's of options....

Apparently this master email issue should be resolved within the next month according to the agent - is this true or just some BS made up to try and keep me on side as soon as I mentioned I was going to leave Three as soon as I could..... who knows!