Top up disappeared

[Alice_00932]

I topped up my phone this morning by €20 and got a message saying it had gone through, and then I got a message saying my balance was low. I checked my balance and it’s €0 but the money has come out of my account (I topped up directly from my bank).

I was on the €30 plan so I’m wondering if that’s why the €20 isn’t working, but I can’t see how to switch plans without topping up again.

[Three_Niall]

Hey @Alice_00932  , Welcome to the 3Community 🙂

If you are on the 3 Prepay 30 plan and you top up by €20 the credit will be added to your balance however your plan will not be activated. If you do not have an active plan on the account this €20 will be used on services such as calls texts and data so this credit may deplete quickly without an active plan.

You can change your plan by logging into My3 here, then select "My3 Account" and then "Plan and Add on's" to change to the 3 Prepay 20 plan however you will need to top up by €20 after switching the plan to activate the allowances.