Top Up Issues

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Have you topped up, but it hasn't applied?

Click here to learn about why this might have happened.

Don't know why your credit is being used? 

Click here to learn about your credit usage.

For top-up issues, see below:

Topped Up Wrong Number

• If you topped up the wrong Three number, please contact our Messaging Team by clicking here.
• If you accidentally selected another network by mistake, you will need to contact that network for help.

Top Up Voucher Issues

• If you are trying to use a top up voucher but you're getting an error, double check the voucher code you're entering.
• Check your balance by texting BALANCE to 50272.
• If the top up still has not applied, please contact our Messaging Team by clicking here.

Online Top Up Issues

• If you are having issues topping up online, double check the card details you're entering.
• If you have registered your card online, have you received a new card recently? You'll need to update the details online.
• If you receive a Transaction Not Authorised error, please contact our Messaging Team by clicking here.
• If you receive a Payment Failed error. Please contact your bank.

Scheduled Top Up Issues

• If you are having an issue setting up your scheduled top up, click here for a step by step guide.
• If you have received a new Credit/Debit card, you will need to update your 'Payment Methods' in your My3 account. Click here to learn about how to update your card details.

Click here to learn about all the ways to Top Up.

Remember: If your card has expired or you have received a new card from your bank, you will need to update your card details on the My3 app to continue using your card.

Need some help? Click here to learn about how to update your Top Up details.