Three

Before You Start

Is it safe to do this now?

Before making changes to your Three account, consider whether the other person might notice. Changes can trigger:

• Text messages to the account holder’s phone about security changes
• Emails to the registered email address
• Notifications in the My3 app
• Itemised bills showing calls, texts, and data usage

If someone has access to your phone, monitors your texts, or is the main account holder, you may want to wait until you have a safe window.

Important: If you’re on a family plan or someone else is the account holder, they may receive notifications about changes you make or have the ability to view your usage.

What you’ll need

• Access to the My3 app or website
• Your Three phone number
• Access to your registered email address
• Your account PIN (if you’ve set one)
• Photo ID if you need to verify your identity in store
• Approximately 20-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone for monitoring apps or stalkerware
• Noting down any evidence of account tampering before making changes

Quick Contacts

What to say: You don’t have to explain your full situation. You can simply say:

“I need to make sure only I have access to my account and check my security settings.”

If you want to disclose more, you can say:

“I’m in a difficult situation and I’m concerned someone else may have access to my account or be monitoring my phone usage.”

Three staff should treat your request seriously and help you secure your account.

Check Who Has Access

My3 account login

The My3 app and website allow you to manage your account. Check who might have access:

1. Log in to My3 at my.three.co.uk or via the app
2. Go to My account or Profile settings
3. Review your registered email address
4. Check when your password was last changed
5. If the email isn’t yours or you didn’t change the password, someone else may have access

Additional users on the account

If you’re on a family or multi-line account:

1. Log in to My3
2. Look for Manage account or Account users
3. Check who else has access to view or manage the account
4. Note: The main account holder can typically see usage for all lines

Important: If someone else is the primary account holder, they may be able to:

• View your call, text, and data usage
• See numbers you’ve called or texted
• Make changes to your line
• Request a new SIM for your number

Authorised contacts

Some accounts have authorised contacts who can make changes on your behalf:

1. Call Three on 333 or 0333 338 1001
2. Ask: “Can you tell me if there are any authorised contacts on my account?”
3. Request removal of any you don’t want

Check call forwarding and diverts

Someone may have set up call forwarding to redirect your calls without you knowing. Check this immediately:

To check if call forwarding is active:

• Dial *#21# and press call
• This will show if any unconditional call forwarding is set up

To check all types of forwarding:

• Dial *#002# and press call

To cancel ALL call forwarding:

• Dial ##002# and press call

If you find forwarding set up that you didn’t arrange, this is a significant red flag. Remove it immediately and contact Three.

Remove Unwanted Access

Change your My3 password

1. Go to my.three.co.uk
2. Click Forgotten password? (or log in if you can)
3. You’ll receive a reset link to your registered email
4. Choose a strong password that isn’t easy to guess
5. Don’t use birthdays, names, or obvious words

If you can’t access the registered email:

• You’ll need to call Three or visit a store with ID
• Ask them to update your email address first

Change or set your account PIN

Your account PIN is used when you call Three or visit a store. If someone knows it, they could make changes to your account.

1. Log in to My3
2. Go to Settings or Security
3. Look for Account PIN or Security PIN
4. Change it to something only you know

Choose wisely:

• Don’t use your birthday, postcode, or obvious numbers
• Don’t use the same PIN as your bank card
• Memorise it rather than writing it down where someone might find it

Update your contact email

1. Log in to My3
2. Go to Profile or Personal details
3. Change your email to one only you can access
4. You’ll receive a verification email at the new address

Update your contact phone number

If you have an alternative contact number registered:

1. Log in to My3
2. Go to Profile or Personal details
3. Remove or change any secondary phone numbers

Lock Down Your Account

Secure your My3 login

1. Use a strong, unique password - not used anywhere else
2. Enable biometric login in the My3 app (Face ID, Touch ID, or fingerprint)
3. Log out of devices you don’t use

Request additional security measures

Contact Three to ask about:

1. Adding a security password - a word or phrase required for any account changes
2. Restricting account changes - requiring in-store ID verification for changes
3. Noting your account - asking them to add a note about your situation

What to say:

“I’d like to add extra security to my account. Can you add a note that any changes must be verified with photo ID in store, or require a security password?”

Review your notification preferences

1. Log in to My3
2. Go to Settings or Preferences
3. Check where notifications are sent (email, text, app)
4. Consider whether the other person could see these

Switch to paperless billing

If you receive paper bills that someone else might see:

1. Log in to My3
2. Go to Billing or Bill settings
3. Select Paperless or Online only

Note: Even paperless, the account holder can still view itemised bills online.

Get Confidential Support

Speaking to Three about your situation

Three doesn’t publicly advertise a specific domestic abuse support team, but you can ask for help:

1. Call Three on 333 or 0333 338 1001
2. Ask to speak to a manager or specialist about a sensitive account matter
3. Explain you need help securing your account due to a personal safety concern

What to say:

“I’m calling about a sensitive matter. I need help securing my account because I’m in a difficult personal situation. Can I speak to someone who can help with additional security measures?”

Request a callback at a safe time

If you can’t talk freely, ask Three to call you back:

1. Use the online chat to request a callback
2. Specify a time when it’s safe for them to call
3. Ask them not to leave voicemails or send texts

Visit a Three store

For face-to-face help:

1. Find your nearest Three store
2. Bring photo ID (passport or driving licence)
3. Ask to speak privately if possible
4. Explain your situation and what you need

If You’re Locked Out

Can’t log in to My3

1. Go to my.three.co.uk
2. Click Forgotten password?
3. Enter your phone number or email
4. Check your email for the reset link
5. If you can’t access the email, call Three or visit a store

Someone has changed your password

1. Try the password reset process first
2. If the email has been changed too, you’ll need to call Three
3. Have your ID ready - they’ll need to verify you’re the account holder

Your SIM has been swapped

If your phone suddenly shows “No service” and you didn’t request a new SIM:

1. This is urgent - someone may have taken control of your number
2. Contact Three immediately from another phone
3. Call 0333 338 1001
4. Explain your SIM has stopped working unexpectedly
5. They can suspend the new SIM and investigate

Starting Fresh

Getting a new SIM or number

If you want to start completely fresh:

Keep your number (port to a new account):

1. Open a new account with Three or another provider
2. Request to port your number when you activate
3. Your old account will close once the port completes
4. The other person won’t be able to access the new account

Get a new number:

1. Order a new SIM (pay monthly or pay as you go)
2. You’ll get a completely new number
3. Keep your old SIM if you need to receive calls during transition
4. Update important contacts with your new number

Things to consider with a new number

• Update your number with banks, doctors, and important services
• Some accounts use your phone number for verification codes
• The other person won’t be able to call or text your new number
• Consider keeping your old number active briefly while transitioning

Leaving a contract early

If you’re locked into a contract:

1. Contact Three to discuss your options
2. Explain your situation if you’re comfortable
3. Ask about:
   • Early termination fees
   • Whether they can waive fees due to your circumstances
   • Moving to a cheaper plan while the contract runs out

Pay As You Go for privacy

Consider a pay as you go SIM for more privacy:

• No credit checks or address verification required
• Pay with cash top-ups (available at shops)
• Minimal paper trail
• Can be cancelled easily

Red Flags That Suggest Compromise

Watch for these warning signs:

Account access issues

• You can’t log in to My3 when you used to be able to
• Your password has been changed without your knowledge
• Your registered email has been changed

Unexpected changes

• Texts or emails about account changes you didn’t make
• Your account PIN no longer works
• New devices registered to your account

SIM and call issues

• Your phone suddenly loses signal (possible SIM swap)
• Calls going to voicemail when your phone is on
• People saying they called but your phone didn’t ring
• Unknown call forwarding set up (check with *#21#)

Someone knows too much

• The other person knows who you’ve called or texted
• They know your location at specific times
• They mention details from your text messages

Bill anomalies

• Calls or texts on your bill that you didn’t make
• Premium rate charges you don’t recognise
• Data usage spikes you can’t explain

If you notice any of these, secure your account immediately and consider whether your phone itself may be compromised.

Additional Support

Three support

• From your Three phone: 333 (free)
• From any phone: 0333 338 1001
• Accessibility team: 0800 033 8005
• Store locator: three.co.uk/store-finder

If your phone may be compromised

If you suspect monitoring software on your phone itself, see our guide on checking for stalkerware (coming soon) or contact:

• Refuge Tech Safety: 0808 2000 247 - can advise on phone security

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills as “Helpline”)
• Refuge: refuge.org.uk
• Women’s Aid: womensaid.org.uk
• Men’s Advice Line: 0808 801 0327
• Galop (LGBT+): 0800 999 5428

Last verified: December 2025

If anything on this page is out of date, please contact us.