My plan didn't renew automatically

[gotoweb]

I'm a new THREE customer. I initially purchased a SIM on prepaid, and as the expiration date approached, I topped up 20 euros to renew, but my plan was not renewed. (3 Prepay 20)

And starting at midnight, data began to be extra charged.

Anyway, I was aware of this situation, I topped up more money for my plan, but the My3 screen just says "There are no allowances or benefits to show."

I'm still seeing '3 Prepay 20' on the "your plan" screen, but I'm worried about the extra charge because of the above message. What else do I need to do?

And why didn't my plan renew at midnight?

[gotoweb · Accepted solution]

This issue was resolved via chat.

[Three_Niall]

Hey @gotoweb  , Welcome to the 3Community 🙂

Delighted to hear that you got sorted via chat, if this happens to you again I would recommend checking that you have topped up by €20 in one go and if you haven't this may be the reason that our plan is not activated. If you have topped up by €20 in one transaction and you are still facing difficulties pop back to us here and we will be happy to help.

[Mandeep_76999]

Hi,

I'm experiencing the same issue. Can you advise how to fix this?

I topped up twice, and my plan hasn't renewed.

[Three_Stacey]

Hi @Mandeep_76999 are you still experiencing difficulties getting your plan activated? If you are please let me know the name of your plan and how much you topped up. Your plan name is displayed on your My3 dashboard and you'll also have access to your top up history from here by clicking 'View History'.

[Add_46905]

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@Three_Stacey wrote:

Hi @Mandeep_76999are you still experiencing difficulties getting your plan activated? If you are please let me know the name of your plan and how much you topped up. Your plan name is displayed on your My3 dashboard and you'll also have access to your top up history from here by clicking 'View History'.

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Hi, I'm having the same issue. I topped uo by 20 last weekend, received a message with my plan and benefits. Today I have a 0 balance and no data left on an all you can eat bundle. I have been on this plan for years and have a payment setup with my bank, how can I resolve this issue?

[Three_Niall]

Hey @Add_46905, 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.