Top Up Error Message

[rcox1963]

 I see this error message regularly so that I cannot give you money via a top up. It is a strange business model where you make it arduous for me to give you money. I would estimate I see this message multiple times each time I try to top up and on a few occasions I saw this message repeatedly over the course of a day or two. Why is that?

[Three_Stacey]

@rcox1963 I understand that you are frustrated, and I apologise for your difficult experience. I identified the cause of the error you received when trying to access My3 yesterday. To resolve this, I had to clear down the account. Your top up difficulties have been escalated to our top up team as a matter of priority and in the meantime, I would kindly recommend that you use a store-bought voucher to top up your phone. 

[rcox1963]

No idea what “clear down the account” means but if you “identified the cause of the error you received when trying to access My3 yesterday” I would be very interested to be told the cause. That said, there have been a series of errors so you would need to be specific.

I am not clear how I would use a voucher for an account I cannot access.

[Three_Stacey]

@rcox1963 your My3 registration didn't complete correctly which is why you received an error. To resolve this I had to completely delete your My3 account. This means to access My3 you'll need to re-register.

I've also just received an update from the top up team who have advised that your account is available to top up again. Please click here to process an instant top up.

[rcox1963 · Accepted solution]

The short version is that I was able to add €15 to my account and my wife’s accout.

I certainly appreciate that you, and you alone out of a dozen Three employees stuck with it and actually solved the problem.

Thank you.

it is is not on you but this was a soul-crushing experience no customer should have to experience. Having persevered to get to resolution I would be extremely interested in a full explanation of what the heck happened. I would appreciate getting a report back on why I spent a good many hours the last few days trying to get to resolution.

[Liam_60886]

Hello @Three_Stacey , it seems like I'm having a similar issue to the chap who created the original post.  I can top up using the instant top up link you posted, but not through My3 account. 

Would you be able to fix my account?

[Three_Niall]

Hey @Liam_60886  , Welcome to the 3Community 🙂

When you are topping up are you, attempting to top up through the My3 account online or that My3 App? If you are topping up through the app I would recommend going into your App store and making sure that you are using the latest version of the app.

[Liam_60886]

It's through online My3, not the app.

[Three_Niall]

Thanks @Liam_60886, if you are on three.ie when attempting  this top up and you are getting the above error I would recommend clearing the cookies on your browser and attempting this again the next time you top up to check if this helps resolve this error.

[Add_90448]

I'm having the same issue.  Its an absolute pain when it comes to topping up with Three.ie I had 150 Euro credit on my phone and the automatic payment didn't happen, my account's plan expired and I lost the credit balance.  I need the phone to access my apartments parking but now stuck outside.  Told by the customer support its my fault.  I'm attempting to top up online and I'm getting the same error. Cookies isn't the issue as I've tried using different browsers, no addons enabled etc.  Even attempting to use paypal doesn't work.

I think the best solution is to go to a more reputable company, I have been with Three.ie for 15+ years and the only offer I got was 5 Euro credit.

[Three_Stacey]

Hi @Add_90448 sorry to hear that you're having difficulties topping up. I'd like to investigate this and find out why the scheduled top up didn't go through and why you're having difficulties topping up since. Please pop me a PM with your name, number, full address and date of birth if you're happy to do this.