Three pay account phone number different to sim card number

[Kris_78963]

Hi,

When trying to set up Three Pay as a payment method in Google Play Store, a completely different phone number to my phone number comes up when trying to pay (083 number rather than my 086 number).

Is there any reason for this? Can I still use the Three Pay account with the wrong number? Or will someone else with that phone number be charged when I use Three Pay?

Thanks,

Kris

[Three_Niall]

Hey @Kris_78963 , Welcome to the 3Community 🙂

I'd be happy to help you here, depending on your phone the "My Number" in the settings may not have updated when you ported your number to Three and the number you are seeing may have been the temporary number, This won't affect your service etc however this would explain why you are seeing this number incorrectly populate in the screen above. Pop back to me here with your device type and I can sent you the steps to fix this.

With the Google Play store you will need to enter your 086 number to be able to make charges to your account as the temporary 083 number you are seeing wouldn't be in service. 

[Kris_78963]

Thanks Niall.

I have a Motorola Moto G31.

Thanks a lot

[Three_Niall]

@Kris_78963 if you go to your settings and then scroll down to About Phone you should be able to see the number here. Regardless of whether this appears as the 083 or 086 number, the SIM in your phone will remain as the 086 number, 

[Kris_78963]

When viewing "About phone" in settings, the 083 ("temporary") number shows up with no option to change it.

When setting up 3 Billing in the Play Store, the phone number is automatically added as the 083 number, with no option to change it to my current 086 number.

Is there any way to resolve this? There's no option to manually input the phone number for 3 Billing.

[Three_Niall]

Since you have ported the number over to Three have you tried rebooting the device to see if the number automatically updates?

[Kris_78963]

I've had this number since 2006 (it was with O2 at the time), and have retained the same number when it switched to Three. I have not changed network or number at any other point, so it's not been ported since. The device (and previous devices) have been restarted many times.

[Three_Niall]

Have you tried taking out the SIM, restarting the phone, and then placing the SIM back in the phone to see if it picks up the number correctly? If this doesn't work I would recommend contacting Motorola customer care directly to see if they would have a fix on their end however I can assure you the number on the SIM would be the 086 number that is with the network.

[Kris_78963 · Accepted solution]

The sim card was taken out several times over the last number of years, so that makes no difference.

I found a solution that fixed this issue for me, in case it's of use to someone else:

Go to Settings>Network & Internet>SIM Cards

Select the SIM card for which the wrong number is coming up

This should bring up parameters for the SIM, one of which is the number (in my case, this was coming up as the 083 temporary number, rather than the ported 086 number)

Update the phone number to the current active phone number

Restart phone

When adding 3 as a billing method in the Play Store, the 3 phone number for billing should now be picked up correctly as the number you updated to 

[Three_Niall]

@Kris_78963 delighted to hear this is resolved for you and thanks for posting the steps for other users.