My3 app unavailable on UK Apple App Store

[wozniakpawel]

I’ve just moved to Ireland and activated a Three Ireland SIM card. Everything is working fine so far, except one thing - I can’t download the My3 app on my iPhone because my Apple ID is still registered in the UK App Store.

It seems the My3 app is geofenced and only available in the Irish App Store. This is quite frustrating, especially for newcomers who might not want to (or can’t) switch their entire Apple ID region just to access one app.

Would it be possible to make the Irish My3 app available in the UK App Store as well? Three UK and Three Ireland are technically separate, but allowing access to this app from more regions would really help users who’ve just moved or travel frequently.

[Three_Stacey]

Thanks for the suggestion @wozniakpawel. I like this Idea and would love it if you added it to our Ideas Board. This is a board that we've set up so that 3Community members can share their Ideas with us on how to improve our service. 

[wozniakpawel]

I just want to say that I sent an official letter with this request to Three And despite my honest efforts, it seems like nobody gives a **bleep** there. People in three just don’t want to do any work to make their customer experience better. They just cash in their salary and call it a day. Out of all the banks and mobile networks I’ve been with this seems to be the only one that has this issue. amongst many, many many other issues that I also reported to them and also were simply ignored. Absolutely disgusting customer service

[Three_Niall]

Hey @wozniakpawel , thanks for posting here, I can see in the post above you were discussing about accessing the My3 app while in the UK. While you won't be able to download the My3 app from the UK app stores, you will be able to access your My3 account by going to My3 on a web browser on your phone and access your account from there. 

If you have another issue related to your account that you would like me to look into pop through to us here on PM along with your full name, mobile number, address and date of birth and I can check the account here for you. 

[wozniakpawel]

Hi @Three_Niall like I said, I’ve been through the process already. Weeks on end of back and forth, I sent a full list of technical issues I’ve encountered with your network. I flagged those technical issues and really tried my best to ensure they make it through to the technical teams so that they can fix them for everyone. Wasted effort, not a single one was fixed or addressed. I gave up trying, you can continue to provide this sub par experience to other customers.

In the era of AI agents, most of these would be 5 min work for engineers to fix.

Geo gating the app has no good reason for it, other mobile networks and banks don’t do that. I’m an app developer myself, changing this is a few minutes in the Apple App Store Connect. No real reason not to flick the switch and enable us to download the app.

if you’re interested in making the experience better for a lot of your customers, you can ask your colleague Sarah from the customer support team. She’s got my original letter with a list of technical issues I’ve encountered. Like I said, not a single one was fixed yet. I won’t be able to help any more, what’s needed now is some good will from someone at Three. I just want people to know this is how it went, no point asking for help. 

[Three_Niall]

@wozniakpawel I can understand your concerns however I would only have access to your username here on Community and I wouldn't ask for your personal details on a public post and that's why I had suggested the PM to support but I understand if you don't want to. 😊

As for your My3 app query, if you have downloaded the App in Ireland then you would be able to use this app while roaming however the app wouldn't be available in App Stores outside of Ireland. 

[wozniakpawel]

Hi @Three_Niall i do understand it won’t be available in stores outside of Ireland, and in fact that’s my whole and entire point. It should be! There’s no good reason why it’s not! I begged over and over again for someone to change this.

I had issues topping up my phone via the website so being locked out of the app is really not great.

I have never had an issue like that with any other service provider. I can download my polish bank’s app in the uk App Store just fine, why is that you think! And I was able to do so for phone providers around the world as well, none of them had this issue.

My username is literally my last and first name, so if you do want to do something about this you’re free to ask Sarah about the letter with all the issues. I already know how this will go so I won’t bother any further 🙂

[Three_Niall]

@wozniakpawel while abroad you have multiple options to top up, while you don't have access to the My3 app you can top up online here which doesn't require access to My3, you can login to My3 via a web browser on your phone, or you can also call 353833333333 where you can also speak to customer care if you are facing issues. 

[wozniakpawel]

@Three_Niall I understand all of that. In fact, I always have to top up through the website because I don’t have access to the app. And because the website doesn’t work properly, I also always every single time I make it up I have to call your Support number. So I’m well aware of the entire process and my options. 

You’re still missing the point that I would like this issue to be simply resolved rather than explained to me. someone in the technical team should have a look at that and fix it. That’s all. 

[Three_Niall]

@wozniakpawel I can assure you I understand your query however as I have previously advised you wouldn't be able to use the My3 app outside of the Republic of Ireland unless you have downloaded in this region. It isn't a case that this is something that can be fix compared to if this was an issue specific to the account.

As you will be unable to download the My3 app while abroad the options mentions previously would remain available. 

[wozniakpawel]

@Three_Niall it can be made available outside of Ireland. It’s a simple fix. I know exactly how that is configured because I’m also an iOS app developer.

Why is it not available outside of Ireland? What’s the purpose of that? I know there’s no technical limitation, so what is it?

Has this ever been brought up with the technical team and management, in any meeting?

Like I said, other networks and banks let me download their apps across borders. your claim that “this cannot be fixed” is false.