@Debora Thanks for getting back to me. It normally takes 5 to 7 working days for a pending transaction to cancel down. Keep an eye on it and let us know here 👍
Hi,
I have had the exact same problem! I topped up by 20, the money was taken out of my account yet I still have not received the top up!
I called 1913 and was given a Technical Ticket whereby I am contacted by Three in the next few days for an update. The person on the phone advised me that the money will likely go back into my account within 3-10 working days. Still waiting on an update from them but I hope this helps
@Rach1 and @Finnvalley Hello there, I've linked in with our tech team and they are aware that some customers experienced difficulty with topping up over the last few days. Most of these top-up will and have failed. Can you both check to see if your €20 transaction is showing as pending or completed? You might have to log into your online banking via a browser and not your app to check this 👍
@Finnvalley thanks for checking 😊 Next stage is to send us a PM with your full name, number, address and date of birth. We'll keep an eye out for you 👌
Hi,
I am trying to top up through my Three online login but nothing is happening. When I enter my details it just transfers me to set up a top up for your friend page. This is the first time it has happened in three years and I am unable to top up now for more than an week. Do you have top up issues through your portal?
@Mirjana Hi there 👋 Have you since been able to top-up via your My3? If not, can you take me through the exact steps? When you log in, click on top-up, and then you'll see "buy top-up". In the photo I've added here, you can see the recipient is "me".
@Debora Hello there, when you say account balance is that your bank account or phone account? If it's your bank account, can you check to see if these top-ups are under "pending"? When you get an error like that topping up, it's usually for it to fail and go to pending. It then takes a few days before you'll see the refund in your bank account. Let me know 👍