topic Re: Bought Sim - payment gone through, no email confirmation in Pay as you go

Bought Sim - payment gone through, no email confirmation

glynnie83 — Wed, 29 Jul 2026 11:32:04 GMT

It's been 8 hours since I paid for the pay as you go sim order, and upon completion of payment via PayPal, the EE order just went blank.and went back to the first step of the order (with the item still in the basket). And yet, payment was taken.

How long do I have to wait to see if the order has gone through or not? There's no email or live chat service to use so I can quickly find out, and I don't want to be charged for the simple act of calling to find out if an order has been made or not. I don't want to wait too long because I need the sim for my job asap.

For a number 1 UK provider I expected an easier time to contact help.

Re: Bought Sim - payment gone through, no email confirmation

Debbie_G — Wed, 29 Jul 2026 15:10:47 GMT

Hi @glynnie83.

Welcome to the community.

I'm sorry to hear you've had trouble placing your order.

We don't have the ability to check orders from the Community, so I'd recommend getting in touch with our Customer Support team. They'll be able to confirm whether your order was successful and advise on the next steps if the payment was taken but the order didn't complete.

Debbie

Re: Bought Sim - payment gone through, no email confirmation

glynnie83 — Thu, 30 Jul 2026 11:27:22 GMT

Am I going to be charged for that, calling from O2 number? I don't wanna be charged for a fault that has happened on your end.

Re: Bought Sim - payment gone through, no email confirmation

Debbie_G — Thu, 30 Jul 2026 14:36:53 GMT

Thanks for getting back to us, @glynnie83.

Whether you'll be charged for the call depends on your current tariff and whether the number you're calling is included in your allowance, so it's worth checking with your provider first.

Debbie