Prepay first top-up

[Alfonso]

Hello,

just bought a phone for my kid, selected the 25 pre-pay plan and a phone. Phone is here with me, number was transferred from previous provider (48). So far so good.

But as far as I can see, credit is zero. Even though the €25 was included in the order.

Do I have to top up again or what is the story?

Thanks!

[Three_Niall · Accepted solution]

Hey @Alfonso , thanks for posting here. If they are on the Three Connect Complete plan where you top up by €25 to activate the plan, the top up isn't applied to the balance and is used to purchase the plan for 28 days.

I would recommend registering for My3 and logging in to view the credit was applied to the account and to check that your allowances have been applied. 

[Alfonso]

That makes sense. Yes, I can see the plan is activated so the allowances are there.

Thank you!

[Stephen_32707]

I just topped up by 5e and didn’t get the credit

[Three_Niall]

Hey @Stephen_32707 thanks for commenting here, if you don't have active allowances on your plan and top up by less than the activation amount your credit would be used on Calls, Texts and Data at an out of bundle rate. I would recommend checking you usage on My3 to see if the credit was used on these services.