Problems topping-up.

If you're having problems topping-up, here are some tips to help solve the most common top-up problems. For general information on topping up, visit our main top-up page.


Got credit but still having problems using the internet?

If you're using Mobile Broadband, you can only use credit for using the internet abroad. To use the internet in the UK, you’ll need to turn your credit into a data Add-on. Don’t worry, it doesn’t cost anything extra to do.

How to turn your MBB credit into a data Add-on.

  1. Go to the My3 top-up page.
  2. On the Pick a data Add-on tab (it'll already be preselected), choose the data allowance you'd like to get. Make sure you have enough credit.
  3. Select Get the Add-on.
  4. On the next page you'll see the option to use your credit to pay for the Add-on. Make sure the switch is turned to YES to do this.
  5. Select Confirm your top-up to turn your credit into your chosen Add-on.

You're having problems topping-up by card.

If you’re having problems with your credit or debit card there are a few things to check:

  • Your card needs to be registered to the same UK address that you’ve registered with us
  • Make sure your card hasn’t expired
  • Check you've entered your security code correctly
  • When you register a card, we automatically take £10 and add it to your account, so make sure you have enough funds.

If you continue to have problems please speak to your card issuer or try topping-up with a voucher. Please note, in order to protect you from fraud we have limits on the maximum top-ups you can make per day.


You're having problems topping-up with a voucher.

If you’re having problems with your voucher there are a few things to check:

  • Sometimes the voucher number isn’t entered correctly or isn't recognised, please check and try again.
  • Sometimes you may also need to turn your device off and on again before you can use your new top-up.  
  • Please note, we don’t offer refunds for vouchers and you can’t cancel a voucher once it’s activated.

Still having problems with your voucher code?

Your voucher may already have been redeemed. If you're certain you haven't already redeemed it, pleaese call one of the numbers below:

  • For mobile phone top-ups, call 333 from your Three phone (or 0333 338 1001 from any other phone, standard rates apply). Select option 4, and then option 4 again to speak to an advisor.
  • For Mobile Broadband top-ups, call 500 from a Three phone (or 0333 338 1003 from any other phone, standard rates apply). Select option 1, enter your Mobile Broadband number, then select option 2.

The top-up credit hasn't been added to your account.

If your credit hasn’t been added to your account, we’d recommend waiting an hour just in case there’s a delay in it showing up. Sometimes you may also need to turn your device off and on again before you can use your new top-up.


You're having other top-up problems.

If you’re having any other problems that aren’t described here and need more help, please call 333 from your Three phone or 0333 338 1001 from any other phone.

More Pay As You Go help.

Getting started.
Topping-up.
Your tariffs and Add-ons.