Security ID Checks

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  Why do I need to send in ID documents?

  We take security seriously, to protect both ourselves and our customers from identify theft. So, to verify the details on an order, we sometimes request ID documents.
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  What ID documents do you accept?

  Please send a scan or photo of your UK driving licence to [email protected], quoting your Order Number in the email. If you don’t own a UK driving licence, please send a scan or photo of your passport and recent bank statement. See below for more detail and examples.
  
  Note: If we have requested ID documentation to verify the details on your order, but you don’t have any, then we’re afraid we cannot progress your order. If you’re able to obtain the required documentation in the future, then please by all means come back to us to place another order.
  

  UK Driving Licence Details

  

  1) Full or provisional licence
  2) Just the photo card (no counterpart)
  3) Address matches your billing address

  Passport Details

  

  1) Visibility of the entire photo page
  2) Signed
  3) Within date
  4) Printed (not written)

  Bank Statement Details

  

  1) Dated within the last 12 weeks
  2) Visibility of your name and address
  3) Visibility of your account number and sort code
  4) Visibility of your end balance
  5) Visibility of your agreed overdraft limit (if account is overdrawn)

  Utility Bill Details

  

  1) Dated within the last 12 weeks
  2) Gas, electricity, water, landline telephone, TV licence or council tax bill
  3) Visibility of your name and address
  4) Visibility of bill amount

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  How do I send in my ID documents?

  Please send a scan or photo of your ID document(s) to [email protected], quoting your Order Number in the email.
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  How do I know if you’ve received my ID documents?

  Once you email your ID documents to [email protected], we’ll email you back straightaway to let you know we’ve received them.
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  How long does it take for ID documents to be verified?

  If we’ve confirmed that we have your ID documents, please allow up to 48 hours for us to process them. There’s no need to get in touch, we’ll contact you as soon as we reach a decision.
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  I don’t have any ID documents. What do I do?

  If we have requested ID documentation to verify the details on your order, but you don’t have any, then we’re afraid we cannot progress your order. If you’re able to obtain the required documentation in the future, then please by all means come back to us to place another order.
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  Do you accept ID documents from a previous address?

  We’re only able to accept ID documents that are registered to your current address (and the same address on your order).
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  What other checks are carried out?

  To protect our customers from identify theft, we verify your residency, age, bank account and payment details. The network carries out its own checks; for more, see Network Credit Checks.
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  What is the £2.50 charge on my account?

  To verify your account details, we reserve then immediately refund an amount of £2.50. It could take up to five working days for the money to reappear in your account.
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  Will I be refunded any payments if I don’t pass the security checks?

  Yes, we’ll immediately refund any upfront payments you’ve made. This can typically take up to five working days to return to your account, although it can take longer depending on your bank.
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  Can I use someone else’s card details to pay for my order?

  For security reasons, we’re only able process your order if you pay using your own debit or credit card.
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  What payment methods do you accept?

  We accept the following cards for online purchases: American Express, Maestro, MasterCard, MasterCard Debit, Visa and Visa Debit.
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  Can I use someone else’s card details to set up my direct debit?

  For security reasons, the networks request that all direct debits are set up in the same name that the contract is taken out in.
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  Does my bank card need to be registered to my current address?

  Yes, in order to run our security checks and connect your mobile phone to the network, your card and bank details must be registered to your current address (and the same address on your order).
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  When is my direct debit date?

  When your contract application is accepted by the network, your billing date (or direct debit date) will be confirmed on your first airtime bill. But the quickest way to find out is by downloading My EE App (for EE customers) or the Three app (for Three customers).
  
  Alternatively, you can contact the network directly to find out. To get in touch with Three, please call 0333 338 1001. Or to get in touch with EE, please call 0800 956 600.