Top up not processed, lost all credit

[Add_78774]

Hi, a top up was due to be processed yesterday but that sid not happen. I get an alert that the default card has expired but that is not the case. What could have happened here? 

[Three_Stacey]

Hey @Add_78774  , Welcome to the 3Community 🙂

I'd be happy to help you here. If your card has expired, we can't guarantee that you will receive a text from Three. However, once you receive the card from your provider or want to add a new card, you can do this on My3 by following the steps in our How to Update Top Up Details article. 

If you have an expired card on your My3 account this payment may be rejected by your bank and as the payment won't be processed you may be left without an active plan and any remaining credit can be used on calls, texts and data at an out of bundle rate.

[Add_78774]

Hi Stacey, thank you for your reply. The issue is that the card is not, in fact, expired and is not due to expire for another few years. I managed to top up yesterday with the very same card which is on file for my scheduled top ups. Unfortunately, the delay in topping up has caused me to lose my built up credit. Is it possible that there may have been a glitch on the part of Three? 

[Three_Niall]

I'm not sure what happened yet, but I'd like to investigate it for you @Add_78774. To start the investigation I'll need to get access to your account, so please pop us a PM with your name, number, full address and date of birth. With this info, we'll be able to review your account and find out why the top up didn't go through.  We'll also have a look at the credit you've lost.

[Three_Niall · Accepted solution]

@Add_78774  I'm so glad we could get this sorted for you in PM 👍 Don't forget to hit the Accept As Solution button.
 

[Jelfortun]

---

@Three_Niall wrote:

@Add_78774 I'm so glad we could get this sorted for you in PM 👍 Don't forget to hit the Accept As Solution button.
 

---

Hi, i am with same problem, my top up was due to be processed before yesterday but that sid not happen. Could you help me? Tks!

[Three_Niall]

Hey @Jelfortun, Welcome to the 3Community 🙂

Thanks for posting here, I can see you have pop through to us here on PM and I'll be happy to help you there.