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!

[Jazzymac]

Has anyone had the issue of numbers being split resolved. I have spent hours on the phone and on chat trying to sort this out. I had two numbers on my account. One was upgraded in June and you have to use the email address that the account was set up with to register. I did and now the other number has been upgraded I cannot register. I have had the email address changed on the first number but it has made no difference. It still won’t allow me to register and says my email is already in use. I can also log into the first number with both email addresses so the change of email did not remove my email address. 

I think it is because I am the bill payer and the bill is registered to my email. However I don’t have another email address and I am not prepared to create on just for this. Three need to sort this out urgently. 

[JonathanB]

Hi @Jazzymac,

I'm sorry for the delay getting back to you. We're passing the feedback on that many of you don't want to use multiple emails, and I appreciate managing multiple email accounts can be a pain. Right now it's the only solution. I've sent you a link to an escalated support team if you'd like their help amending the emails.

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

[Sky]

Hello!

I am having the same trouble as other on here. Three numbers and one email with you. I can’t access two of my three accounts. What shall I do? Thank you 

[JonathanB]

Hi @Sky,

Sorry for the delay in replying. Customer Services should be able to amend your accounts so each has a unique email. Please let me know if you've managed to get help with this in the meantime.

Thanks,
Jonathan

[BillyT]

My advice is to give them 30 days notice as soon as your contract allows you to. That’s what I’m doing anyway

[mickursell]

I am in the same boat as many others, I have three numbers linked to one email address.

Since the "upgrade" I can only access one account, the others will not re-register even if I try different email addresses.

I have tried webchats but always get told nobody available.

Is there a solution to the problem?

[JonathanB]

Hi @mickursell,

I'm sorry that the recent change is making it difficult to manage all your numbers. I'll PM you a link to another team that may be able to help if you've not been able to contact the team on 333 or the contact us pages.

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

[VL12345]

Can't seem to be able to re register, whatever device I use, please help

[JonathanB]

Hi @VL12345,

I've responded to your PM with a link to some more help with this.

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

[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!