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Problems logging in

If you're having any problems logging into My3 or the Three app, check out the info below to help you out.

I’m getting an error message

First, make sure that you've registered. Previously, you may have used it without registering but recently we've made some upgrades, including Wi-Fi. This means that you'll now need to be registered to use it. Check if you're registered.

I’m having problems with my password

When you first register for the app, we'll text you a temporary password. It might take a couple of minutes to arrive. Make sure you've got Wi-Fi turned on and that you have signal. if you're using the app.

It's really important to keep your password secure, which means it's not always easy to keep track of it. If you've forgotten your password, we'll send you a new password link to your email address. Tap Reset password in the app and enter your number. You can reset your password in My3 by clicking on forgotten password.

If you don't get an email, double check that you've registered your email address with us. Remember to check your junk email.

Your verification email is only valid for 24 hours, so if you're having problems accessing it, get in touch using Live Chat.

2 Factor Authentication

To improve security, we've recently launched 2 Factor Authentication. This means that when you log in, you'll be asked for your mobile number and password. We'll then send a PIN to your mobile and you'll need to enter this before you can access your account. To keep your details secure from fraudsters, we'll ask you to complete 2 Factor Authentication every 30 days. For this to work, you'll need to make sure that the SIM is in your device. If you're on the app, you'll get 3 attempts before you'll have to request a new code.

If you have a Home Broadband or Mobile Broadband account with us, you’ll be asked for an alternative MSISDN for 2 Factor Authentication instead.

I’m having problems with email

If your email address isn't accepted, check if it's the one you used to buy your SIM or device. If not, try that one instead.

If you've used the wrong email, or no longer have access to it, get in touch using Live Chat. We'll help you out.

Setting up TouchID, FaceID or Biometric login for the Three app

When you first log in to the Three app, you can set up TouchID, FaceID, or Biometric login. It's easy to do; just follow the instructions.

If you change your mind later, it's easy to turn it off or on again.

Make sure you've got TouchID, FaceID, or Biometric unlock switched on in your device settings.

In the Three app, go to More and tap Account settings. Then, tap use TouchID, FaceID, or Biometric login to switch it on or off.

Sometimes information stored by your browser called cookies can prevent our secure login from showing properly. You can fix this by accessing My3 in your browser's private mode:

In recent versions of Internet Explorer, press Ctrl+Shift+P.

In Firefox 4 and above, press Ctrl+Shift+P. Or click on the orange Firefox button on the top left, then click Start Private Browsing.

In Google Chrome, press Ctrl+Shift+N. Or go to the top right of your browser and click the button with either the spanner or the three horizontal lines on, then select New incognito window.

Then just navigate to three.co.uk/my3 and log in as normal.

Note: If you're having problems getting into My3 to pay a bill, you may need to enable cookies in your browser settings. For instructions on enabling cookies on your browser, please visit Managing Cookies.

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