Due to the current circumstances, a number of our stores nationwide are temporarily closed. We’re also extending our store opening times in England over the Christmas period, so be sure to check our Store Locator for the details on your local Three store.

Keeping you secure

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Keeping you safe when using our services

On the other pages in this Safety section we’ve also set out the practical steps you can take to secure your devices along with advice on staying safe online, staying safe at home and staying safe out and about. We have also provided guidance to equip you to watch out for common frauds and scams.

Keeping your My3 account secure

Keeping your voicemail secure

Keeping your My3 account secure

The information on your My3 account is private and you shouldn't let anyone else access it.

You can set up passwords so that only you will be able to make changes to your account. These passwords work on your computer, from your phone and when you call us.

Setting up a password

When you first register your My3 account, we’ll send you a text with your password. We recommend you change this password right away to a strong password of your choosing.

Here's how to change it:

  1. Sign in to your My3 account.

  2. In the Old password field, enter your existing password

  3. In the New password field, enter a new password

  4. Enter it again in the Confirm password field

We recommend that you create a lengthy but memorable password by adding three random words together. You can read our advice on selecting a strong password in our Safe Devices guidance.

Setting up a PIN

You can set up a PIN (Personal Identification Number) on your Three mobile. It works like a password on your account and lets you access a whole host of services quickly and easily. If you do need to speak to us, we can help you much faster if you have a PIN.

When you have set up your PIN, you can use it to do things like:

  • Change your address

  • Manage your passwords (memorable name and place)

  • Activate international roaming

  • Set up call diverts, barring or call waiting prompts

  • Activate or deactivate your voicemail

  • Transfer your old number to Three

  • Access adult content

To set up a PIN for the first time, you need to set up a memorable word.

To set up a memorable word:

  1. Go to your My3 account on your computer

  2. Log in using your phone or Mobile Broadband number and your password

  3. Scroll down to Change your password

  4. Scroll down to Manage your memorable words

  5. Enter a memorable name and a memorable place

  6. Click Save

Note: For verification purposes, we might ask you to quote your memorable name or place if you call us.

To set up a PIN:

  1. Go to your My3 account on your computer

  2. Log in using your phone or Mobile Broadband number and your password

  3. Scroll down to Change your PIN

  4. Choose a new PIN and enter it in the New PIN field

  5. Enter it again to confirm it.

  6. Click Submit

  7. Click Save

Your PIN is now ready to use

If you forget your PIN, you can reset and change it by going to My3 from your computer.

If you enter the wrong PIN twice, it’ll be temporarily blocked. You'll see the message “Sorry, your PIN has been temporarily blocked. Please try again in 5 minutes.”

If you enter the wrong PIN again, you'll need to enter some further details to validate your identity. If you get those wrong, your PIN will be permanently blocked and you'll see the message ‘Sorry, your PIN has been blocked.' You’ll need to call us on 333 free from your Three phone or 0333 300 3333 (standard rates apply) so we can unblock it for you.

Keeping Your Voicemail secure

Fast Login

By default your Three voicemail uses a feature called Fast Login. This means that if you're calling from your own phone, you'll be able to access your voicemail without entering a PIN, even if you've previously set one up. If you'd like the highest level of voicemail security, you should turn off Fast Login so that your voicemail requires a PIN code even when accessed from your phone.

You can turn off Fast Login easily in just a few steps:

  1. Dial 123 to access your voicemail

  2. Select option 4

  3. Select option 2

  4. Select option 2

  5. Finally, select option 1

Once you hang up you'll always need to enter your PIN to access your voicemail, even when you call from your own phone. We recommend that you try this now to confirm that everything is working.

Setting up a PIN for voicemail

If you haven't set up a PIN yet, you can set one between four and eight digits long by following the steps below:

  1. Call 123 from your phone

  2. Select 4.

  3. Select 2

  4. Select 1

  5. Enter a new PIN followed by #

  6. Enter the PIN again followed by #

Your voicemail PIN will now be set up or have changed. No one from Three will be able to find out what your PIN is, so only you'll know it.

Tips to help you choose a PIN

  • Avoid using repeated digits, e.g. 112233

  • Avoid anything obvious e.g. your birthday

  • Your PIN needs to be easy to remember but difficult for other people to guess

  • Change your PIN regularly

  • Change your PIN if you suspect someone else may have guessed it