Top up failing

[Alfonso]

Hello,

trying to get my pre-pay account to top-up but it keeps failing on payment. I know it is not the card details as I have tried with 2 different card details, paypal, apple pay... all fail the same way.

Unfortunately I didn't have the scheduled top-up set, so the phone is now without an active plan, etc and it cannot be used.

Help?

[Three_Niall]

Hey @Alfonso , thanks for posting here, it shits happening when you try topping via the app or have you tried using 1744  also?

[Alfonso]

Hi, I have tried the website and the app. Not 1744.

[Alfonso]

@Three_Niall What I find a bit suspicious is that I get a request from my bank to approve the payment but the amount is set at zero. I approve it and then back on Three website it says payment did not go through.

Trying to set up a scheduled top up, so this situation doesn't arise again next month.

But I did try a once-off top up and that failed too.

[Three_Niall]

Thanks @Alfonso, I would recommend trying 1744 to check if this works for you, when you tried online was this via My3?

[Alfonso]

I have tried through three.ie and also the my3 app. I'll try 1744. But this is not ideal, as this is my kid's phone, so I should be able to do this from the website without the phone directly.

[Alfonso]

Ok, it is a bit frustrating... can't send any messages and that seems to include 1744. I just get a 'message not sent' from android.

[Three_Niall]

Just to confirm when you are calling 1744 you are getting an error saying 'message not sent'? Normally when you call 1744 you will be redirected to our automated system so it's unusual you would get an error message like you mentioned however pop through to us here on PM and we can check the account for you. 

[Alfonso]

When I *TEXTED* 1744 I got an error message not sent.

I have managed to top up once from the phone but did this without registering and it worked ok.

But I want to setup a scheduled topup, so I will contact you via PM.