Plan did not activate

[Tanya_04]

Hi,

I topped up €20 through a store on my number to activate my three super surfer plan (€20) but it did not activate. When I later checked my app, the top up balance got deducted to €13.55. Why did the plan not activate?

[Three_Stacey]

Hi there @Tanya_04 I'd be happy to have a look at this for you. The plan should automatically activate if topped up by the correct amount in one go. In your My3 app does it show in the My Plan section the name of your plan? Please have a check for me and then PM me with your name, number, full address and date of birth so that I can have a look at your account on my end. 

[Tanya_04]

Hi,

Thanks for getting back to me. I see what the problem is now. In the My Plan section, the name of my plan is Three Connect Complete, which means I should have topped up by €25 to activate it.

So, now I'm trying to change my plan tbrough the app and it's not letting me. There's a popup that says "Sorry, we're completing another order for you. To continue, we'll first need to process your open order."

What should I do?

[Three_Stacey]

Pop through on PM to us, we'll need your name, number, full address and date of birth and we'd be happy to have a look at the account for you and see what we can do to get this fixed for you.