Cannot add bank card

[Jon_03239]

Cannot add bank card to the 3 platform.

Not an isolated incident, happening with a mates account too.

Cannot add payment cards via the APP, via website on MAC nor Windows PC either.

Tried BOI cards, revolut and BOI Visa..... none work.

Cannot schedule a top-up nor buy credit.

HELP !

BEATEN on this one.

[Three_Shane1]

@Jon_03239 Hi Jon & welcome to the 3Community. When you try to register your card or schedule your top-up are you getting an error message or stuck in a loop where you stay in the scheduled top-up section of My3? 

[Jon_03239]

..

[Jon_03239]

Any resolution to this yet? Still the same. Bank cards cannot be added.

[Three_Shane1]

@Jon_03239 Hi Jon, I'm not sure if you missed my first message in this thread but could you take a look at the question? Before I can help with a resolution I need to first understand what happens when you try to top-up or schedule a top-up.

[TinyTippi]

Hi Three, Myself and numerous family members have recently joined Three. So far many of us have tried unsuccessfully to setup scheduled top ups. After completing our payment details followed by our picking either Instant Top Up or a Scheduled Top Up and confirming our intentions by clicking ‘Top Up Now’ or ‘Create’ this page simply appears again, it doesn’t matter how many times you confirm the page just keeps appearing with no verification that the operation has mean processed. All different Irish bank cards were used and a Revolut card. From talking to other people we are not alone with this problem. At the very least Three should inform their customer care staff that there is a problem as they are telling us it is a problem with our banks of which numerous different ones were tried with no success and almost making it out that we are isolated cases instead of telling us they are aware of the problem, as I’m aware of numerous calls made by different people to Three in relation to this problem. Three members of staff in a few different outlets told us about the Scheduled Top Ups before we joined so maybe they should be informed of this problem Three is having as we all feel we maybe made the wrong decision moving to Three as we left an network which had no such problems. 

[Jon_03239]

Still un-resolved.

Know of at least ten other accounts, all the same.

Bank cards cannot be added.

sometimes the price of a plan is not the most important, a system that actually works is worth the extra.

afraid it’ll be goodbye three very soon for me.

[Three_Shane1 · Accepted solution]

@TinyTippi Hi Tiny, thanks for the details when you're trying to add a card to your My3 account t to set up a scheduled top-up it needs to have been used via your My3 account to top-up. This is what's causing the same page to appear over and over again.  I've listed some steps below to help get your card fully registered so you can then activate the scheduled top-up on your account.

@Jon_03239 Hi Jon, you still haven't gotten back to me regarding the first question I asked when you posted. If you're experiencing the same issue as TinyTippi explained above with it looping the same page try the below steps to set-up a scheduled top-up. 

Log in to your My3 account
From the dashboard go to TOP UP
Enter your personal details & click continue (When you're entering your address, can you ensure not to input it all into the same field)
Choose Instant Top Up & do a manual initial top-up. At this point please note that you will need to use the same card you had previously used on the automated system 1913.
If that top-up is successful, you will then be able to set a scheduled top-up using that same card.

[TinyTippi]

Hi Shane,

I’m helping my father to setup a scheduled top up so I followed your steps and while on My3 account and on the Three website topping up by €10 by debit card, on both occasions it looked as if it was trying to do the task which didn’t happen before and then this page appeared  

I also tried to top up by calling 1913, went through all the steps and then a recording told me to contact the bank, this was done while using my fathers phone and the rest was carried out while logged in to my fathers Three account on the Three website and on the My3 app. Twice I got the above page followed by a message from my fathers bank stating a transaction of €1 had been made by e-commerce 3d Secure which made me think that his card was now on Three’s system so I tried to top up again and then tried to setup a scheduled top up both failed. 

So overall a little improvement but its still failing. 

Hope this helps your team in solving this problem.

[Jon_03239]

I’m abroad at the moment and had to top up my account using a voucher I bought before I left. Still cannot add a bank card, this problem is quite obviously an issue on the 3 system by the amount of people experiencing the same issue.