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Direct Debits: set up, change or cancel

A Direct Debit is a safe, secure way to pay with all payments covered by the Direct Debit Guarantee

Here’s how to set up a Direct Debit to pay your airtime bill. Plus, information on changing and cancelling Direct Debits, and what to do if you need a refund. 

In this article

How do I set up or update a Direct Debit?

You can set up a Direct Debit by logging into My3 or the Three app: 

My3 

  1. Log into My3
  2. Go to Account
  3. Then go to Manage payments and tap View details 
  4. Tap Edit/Add and follow the on-screen steps

Three app

  1. Log into the Three app
  2. Go to the Account tab
  3. Tap Account settings 
  4. Go to Regular payments 
  5. Select Change payment method and tap Direct Debit
  6. Enter the bank account details you’d like to use then tab Set Direct Debit 

If you have a joint account, both account holders may need to agree to the Direct Debit. This can be done by contacting us or filling in a Direct Debit mandate form and sending it to:

Three Customer Service
PO BOX 333
Glasgow
G2 9AG 

How do I cancel a Direct Debit?

You can cancel your Direct Debit by contacting your bank or contacting us. Once your Direct Debit is cancelled there are a few things you should know

  • Your account will switch to manual payment.
  • Your bill will need to be paid by the date shown on your bill and My3.
  • Future bills won't include the £5 discount for paying by a recurring payment method.  

Help with payments

Have you fallen behind with your monthly payments? Or are you worried about making your next payment on time? Whatever your situation, we have a range of options available for you on our Help with your monthly payments page.

What should I do if I need to get a Direct Debit refunded?

When you pay by Direct Debit, you’re protected by the Direct Debit Guarantee So, if a payment is taken on the wrong day or for the wrong amount, you’re entitled to a full and immediate refund. You can arrange this by contacting your bank and asking for a Direct Debit indemnity. 

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