Can’t add new top-up debit card

[markchilvers]

Hi,

I’ve changed bank accounts and need to add a new debit card so that scheduled top-ups continue.

I’ve tried a couple of times in the My3 app but receive an error message saying my details haven’t been saved and I need to contact my bank.

I’ve spoken with my bank who say there’s no issues at their end and the problem is at your end (you’re not receiving Merchant code fully?).

I spoke with your 1913 agents at the start of July and they asked me to call back today so they could resolve this nearer to my existing scheduled top-up date.

I have just rung back, as requested, to be told that my problem can’t be resolved today 🤷‍♂️

Apparently this is a ‘known problem’ (your agent’s words) and is being investigated by your Technical Team (apparently along with a number of other customers affected by the same issue).

Disappointingly your agent was not able to provide me with a job card reference or a resolution date.

The debit card currently attached to my top-up schedule is with a bank who are imminently ceasing to trade in Ireland!

If this issue is not resolved I will be unable to top-up my account. I cannot have this happening and will not accept losing my account balance due to something that is not of my making.

Please help.

Thank you.

[Three_Stacey]

@markchilvers Happy Friday 😊 This is not what I like to hear. I'd love to help you with this but need some more info. Can you let me know have you previously used this new card to top up through the website? To register a card you need to use it to top up then you will be able to save the card details. Let me know if you have already tried this and are still getting an error. 

[markchilvers]

Hi Stacey,

I have previously tried to add a new card for scheduled top-ups … see below for received error message.

I have just tried to do an immediate top-up … see below for error message.

**Edited by Moderator

As stated I have spoken with my bank who assure me that there is no problem at their end.

Please sort this for me.

Thank you.

[Three_Stacey]

@markchilvers Morning 😊 hope you had a good weekend. I edited your post as it contained personal details. Have you successfully topped up with this card? As you need to top up with the card first before saving it. If you have topped up with the card please PM us with your name, number, full address, and date of birth so that we can review your account.

[markchilvers]

Stacey,

I have not been able to top up using my new card, hence me providing the error message screenshots.

I have tried to add my new card to my scheduled payments via the My3 app — unsuccessful.

I have tried to complete an instant top up via the My3 app — unsuccessful.

Your 1913 call agent has tried to complete a top up during our phone call — unsuccessful.

It shouldn’t be as difficult, and time consuming, as this.

Please help.

Thank you.

[Addarragbkd_13261]

I can't top up with a N26 debit card (also in Ireland).  N26 said that three are recognizing my debit card as a credit card.  My issue hasn't been resolved 

[Three_Stacey]

Hi @Addarragbkd_13261 I see that you posted your query twice please click here as I have responded on the other post 😊

[Murdee]

@markchilvers I wouldn't hold my breath if I were you, I've had this issue since January and it's still not resolved - https://community.three.ie/t5/Prepay-Plans-and-Services/Cannot-register-credit-card/td-p/775080 - unbelievable 

[Three_Stacey]

Hi @Murdee I totally understand the frustration it is taking longer than we had expected. As you know our payment partner is working on a fix to resolve this. We are keeping an eye on the progress and as soon as we have an update we will share it with everyone. 

[Add_10468shsjsnsn]

Also having this issue and have had it in the past, ridiculous my balance is being eaten up too