We've listed below some troubleshooting steps if you are experiencing issues using your SIM Card.
Please carefully review the information below as it's very likely that your issue has an answer/solution below.
If you still have an issue, just reply back on WhatsApp with full details about the problem.
Did you request activation of your SIM Card?
Your SIM Card won't work if you didn't request activation. On your SIM Card packet is a white sticker with ia website address to activate the SIM Card. The same information is in your order confirmation email.
Restart your phone
Please try restarting your phone as this often resolves many issues.
Are you in the UK and can't make a phone call?
Your SIM Card doesn't include calls to UK number starting with 084 or 087. These are UK "premium rate" numbers charged per minute. Have a look on the business's website for a standard UK landline number (starting with 01 or 02), or you can search for a standard UK landline number for the business on this website here.
If you are calling a regular UK landline or mobile number, don't add any prefixes to the number, just dial it as you see it. For example, if you were trying to call 07100 200 300, just dial it as 07100200300. Don't add any prefixes to the number. Also, UK landline numbers all start with 01 or 02, and sometimes numbers on websites delete the first 0 for some reason, so add 0 if the number you're trying to call doesn't start with 0.
If you are trying to call a Europe number, remember that calls from the UK to Europe are not included. You can add extra cash £ money to your SIM Card by purchasing a voucher on our website.
If you are trying to call an Australian or USA/Canada number, remember that calls from the UK to Australia or USA/Canada are not included. You can add extra cash £ money to your SIM Card by purchasing a voucher on our website.
Are you in Europe (including Dublin, Ireland) and can't make a phone call?
If you are trying to call a UK number including someone else using our SIM Card, you need to dial it in international format. That means deleting the first 0 in the number and replacing it with +44. For example, if you were trying to call 07100 200 300, you would dial it as +447100200300. Or if you were trying to call 020 1234 5678, you would dial it as +442012345678. You must actually add the + symbol as part of the number when dialing.
If you are trying to call a Europe number, you need to dial it in international format. That means dialing + then the country code then the local number (you may need to dial without the first 0 of the local number). You could use Google to find out the country code. For example, if you were in Paris and trying to call the Paris Hilton Hotel, it's number is 0140084444, but you would dial +33140084444.
Data/internet not working?
If you are using an iPhone then:
(a) Go to Settings/ General/ and scroll to the bottom and if you see any "profiles" installed they must be uninstalled. (Don't see any? Then there's none to uninstall);
(b) Reset network settings.
If you have any type of phone including iPhone and you're currently in the UK and data isn't working:
(a) please first restart your phone - this often resolves many issues;
(b) turn off any VPN or anti-virus software that's running on your phone;
(c) reset your network settings (use Google to find out how to do this - search your phone model and the words "how to reset network settings");
(d) there might be a network outage in your area so please check the Three UK website here by entering your address.
If you have any type of phone including iPhone and you're currently in Europe and data isn't working:
(a) please check that data roaming is ON in your phone settings;
(b) please restart your phone;
(c) try manually connecting to a different mobile network. Use Google to find out how to do this - search your phone model and the words "how to manually connect to a mobile network". Then try connecting to each of the other available networks and test if data is working;
(d) reset your network settings (use Google to find out how to do this - search your phone model and the words "how to reset network settings").