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08-08-2023 09:09 AM - edited 12-01-2023 09:35 AM
**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 30th 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!
on 06-07-2024 05:32 PM
Total mess
2 phones on one account spent 3 hours with 3 seperate silly chats saying its all good now .
It was not
Went to a three store they failed
Phone twice to help both said it should be fine now
It still is not.
My contract on both phones will not be renewed after 10 years as a loyal customer
on 06-10-2024 11:36 AM
Hey @Cheesedoff,
I'm sorry to hear you've spent so much time trying to link your accounts and appreciate how frustrating this must've been.
I'll pop you over a PM with instructions on how to reach my colleagues who will be able to get this actioned for you.
To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".
Thanks,
Kate
3 weeks ago
Same problem, I use one email address, but with two mobiles phones registered at the this same email addres. Just logged into the account, only one number showing, the other number has disappeared.
I'm a software Engineer. How hard can this be.
3 weeks ago
Hi @GuyB,
Sorry to hear there's been issues managing both of your numbers. If you contact customer services, they can usually link two accounts to the same My3 as long as the account holder's details all match.
Thanks,
Jonathan
on 06-19-2024 04:31 PM
Just spent 4 hours in a chat in an infinite loop. I login with my email and text goes to daughters phone. Her email is against that account.
If I try and register - email is already in use!
And no - I do not want to use another email address - I've had the same one for 25 years.
Last messages - "
We're sorry we're experiencing issues and we will pass all of the information to the relevant teams to look into this for you as soon as possible. Unfortunately I can't give you a timescale of when this will be fixed.
Please try login after sometime in 4-5 days later."
That's helpful!
Off to look for another provider.
on 06-20-2024 12:25 PM
Hey @stuartm9999,
I'm sorry to hear you've had trouble accessing your account on the My3 app.
I'd recommend linking the accounts which will allow you to use the same email address and manage both your daughters and your own account online.
If you pop through for a chat with our Customer Service team, they'll be able to action this for you.
Thanks,
Kate
on 06-26-2024 10:36 PM
Hi,
I have the same problem.
I can't find any instructions how to link my daughters number to my account.
Where all the options to manage account disappeared?
on 06-27-2024 11:42 AM
Hey @EdytaLilka,
If you reach out to our Customer Service teams and request this, they'll be able to link you and your daughter's account under the same email address. This will allow you to view and manage both accounts on the app and online.
Thanks,
Kate
on 06-30-2024 12:49 AM
How do I re register