All credit disappeared

[Add_10779]

Hi,

I'm on a plan where you pay 20e a month and get 'all you can eat' data in ROI. It's been 140 for quite a while but just got a message today saying it's now down to 0.00 despite this plan and being in ROI the whole time. 

It was due to top up around now (scheduled top up) but I haven't seen the normal message so not sure if it tried yet because of the weekend. Will this have caused the credit to go? Have just added 20e again manually now to retrieve use of the phone. Would obviously love to retrieve that 140 though. Screen of history below. Will give number if someone in Three can get in touch. Thanks.

[Three_Shane1]

@Add_10779 Hi there let's get this checked out for you. Can I get you to PM me your number, full name, address, & date of birth for the validation of your account? I'll check why the scheduled top-up didn't complete & help get this sorted for you. 

[Add_10779]

Details PM'd. Thanks

[Three_Shane1]

@Add_10779 Thanks I can see your PM. I'll check on your account & get back to your PM as soon as possible 😊

[Alban]

Same thing happened to me yesterday.  Got message low credit and upon checking all credit of 170 euro was gone. I have scheduled top ups and my plan is active to 28 of march. How did they solve it for you? 

[Three_Niall]

Hey @Alban  , We are aware that some Three prepay customers experienced issues with call, SMS, and data services on Sunday. The issue has now been fully resolved, and we apologize for any inconvenience this may have caused. If you're still unable to use services as normal, please restart your device, and your service should resume. We can confirm that no customer will lose credit due to this issue, and Three is working to ensure that any impacted customers are credited appropriately in the coming days.