"Account balance too low" despite just topping up

[Dylan_95276]

I needed to make an important medical phone call, but my account balance was apparently at 0 despite every other threepay function (internet connection etc) working perfectly. I bought a new top-up because I'm desperate to make the call, but it looks like my 20 euro was just eaten because I can't make the call, and it still says my balance is at 0. On my account it clearly says that I just topped up, but my balance is apparently still 0. I can't stress how much I need to make this phone call soon.

[Three_Stacey · Accepted solution]

Hi @Dylan_95276 

I'd love to look into this for you, do you know what plan you're on? If you're on 3 Prepay 20 then when you topped up by €20 you activated your plan giving you 60 minutes to other networks. The number you need to call is this a standard landline?

If it's not I'd recommend that you top up by €10 or €15, as topping up by €20 automatically activates your plan.

[Dylan_95276]

Thanks for the response: I did just that and now I'm getting through to them, thank you very much for the help.