Unable to resume move to bill pay and phone order

[Kate_12880]

Hi there, 

I am a three customer currently on a prepay plan. I want to move to bill pay and get the iPhone 15 pro. I have tried to order the iPhone 15 pro 256gb in black and switch to the €40 bill pay plan multiple time. When I receive the email to resume the order, I entered my email address and birthday used to submit the order. However, it tells me that the details are incorrect. I have gone into a three store twice. The first time, they uploaded my passport and bill to verify my information. They told me that this should resume my order and that I would receive a confirmation email. I never did. The order then cancelled itself. The second time I ordered it, the same thing happened, I went into the three store again and they said there was nothing they could do. If this is not resolved soon, I think I will have to switch providers. Can you provide a solution for this issue?

Kate

[Three_Niall]

Hey @Kate_12880  , Welcome to the 3Community 🙂

To complete a Prepay to Billpay switch I would contacting our customer care team on 1913 and they will be able to process this on the phone call. If you would like me to check the previous orders for you pop through to me here on PM with the order numbers.

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