Can't top up my phone using anything other than voucher

[Dio]

Hi,

It has been more than 1 year that I can't top up my phone using anything other than a voucher (usually bought at Spar stores).

I have tried all possible alternatives and several different cards without success.

[Three_Deborah]

@Dio that's not what we like to hear! And I'll do my best to help you.  Has an investigation for this been open already?

What type of cards have you used and which bank issued them? 

[Dio]

Hi Deborah.

I tried with Revolut and Permanent TSB debit cards.

No investigation has been opened. I tried the support once and they said they couldn't do anything.

[Three_Deborah]

Oh dear. I'm sorry to hear that! @Dio 

Can you tell me what error you get when you try to top-up using your cards?

Are you logging into My3 to do this or using our Instant Top -Up on our website? 

If using My3, have you registered your card there? As this is the first step to using your card through My3. 

*You don't need to register your card for Instant Top-Up

[Dio]

I have tried on both the website and the app.

The error that I get is "Oops, something went wrong..."

I get the same error when trying to register my card.

[Three_Deborah]

@Dio you said you've been having difficulties for about a year, before this were you on another network? The reason I ask is because another 3Community member @djeire84 was experiencing something and we got it sorted 👇

Major issue with my three (app and desktop) 

They had been a Three Prepay customer, then moved to another network, then moved back. 

Let me know!

[Dio]

No, 3 pre pay from the start. I wonder if it could be that I am in some kind of legacy pre pay plan. I can see that I have the "3 pre pay" plan but the plans available are 3 pre pay 15, 20, etc.

[Three_Deborah]

@Dio that's a great observation but I don't believe that would affect your card top-up. When are you due to top-up next? 

[Dio]

In 28 days. My wife has the same issue (we bought the sim cards together) and might top up earlier than that.

[Three_Deborah]

Okay, that's interesting! It's possible that this is a profile type fault. I'll need your details via PM > full name, number, address and date of birth. You'll be able to send this once your rank changes to lookout or scout.