topic Re: Problem receiving order in Orders

Problem receiving order

Danieljsilva — Tue, 30 Jan 2024 18:38:21 GMT

I upgraded online to an iPhone 15 Pro Max.
Everything went well until then, the DPD delivery man came to make the delivery and asked for a PIN that would be sent in the SMS, but the registered number is different from my number and I didn't receive it. Is there a way to change this number? Or just receive the order at home with ID or some other alternative, because the delivery person will return again tomorrow.

Re: Problem receiving order

Chris_B — Tue, 30 Jan 2024 18:42:54 GMT

@Danieljsilva if you download the DPD app and create an account with the same email address that used for EE. You’ll also see this four digit pin on there.

Re: Problem receiving order

Danieljsilva — Tue, 30 Jan 2024 19:24:59 GMT

I did this but it's not there, just old deliveries.

Re: Problem receiving order

Leanne_T — Wed, 31 Jan 2024 08:09:21 GMT

Hi @Danieljsilva

Thanks for coming here.

Is the other number that the PIN has been sent to also on your EE account?

Leanne.

Re: Problem receiving order

Danieljsilva — Wed, 31 Jan 2024 08:59:02 GMT

Hi @Leanne_T , Yes, it's on a number I used a long time ago, and that account has now been closed.

Re: Problem receiving order

Leanne_T — Wed, 31 Jan 2024 09:01:43 GMT

Thanks @Danieljsilva

Could you try logging into the DPD app using the mobile number that the PIN has been sent to and the postcode, does this work for you?

Leanne.

Re: Problem receiving order

Danieljsilva — Wed, 31 Jan 2024 09:11:23 GMT

@Leanne_T I tried this but to register the number with DPD they ask for a code that will be sent in the SMS, but as this number is deactivated I didn't receive anything. One option would be to reactivate this account but I don't know if that's possible, it's listed as a closed account.

Re: Problem receiving order

Leanne_T — Wed, 31 Jan 2024 09:14:01 GMT

I see, thanks for trying @Danieljsilva

In this case, please call us on 150 and our mobile guides will get this looked into for you.

Leanne 🙂

Re: Problem receiving order

Danieljsilva — Wed, 31 Jan 2024 09:31:39 GMT

@Leanne_T I tried calling 150 using the old number, but it's not possible, probably because it's deactivated.

Re: Problem receiving order

Leanne_T — Wed, 31 Jan 2024 09:48:26 GMT

Hi @Danieljsilva

Do you have another EE phone to call from?

If not, you can call us on 0800 956 6000.

Leanne.

Re: Problem receiving order

Danieljsilva — Wed, 31 Jan 2024 12:36:30 GMT

I believe it will be delivered again today, do you know if they will deliver if I present my ID or Passport, or perhaps if the PIN is sent by email?

Re: Problem receiving order

Leanne_T — Wed, 31 Jan 2024 12:43:54 GMT

Sorry, you will need to ask DPD if they accept any other form of verification @Danieljsilva

Leanne.

Re: Problem receiving order

Danieljsilva — Wed, 31 Jan 2024 13:56:25 GMT

I just found out that my order came back to EE

Re: Problem receiving order

Leanne_T — Wed, 31 Jan 2024 14:03:24 GMT

Hi @Danieljsilva

I am sorry to hear this, once the order has been returned and cancelled you can upgrade again with the correct details for the delivery. This will show in your EE account when you the upgrade is available again.

Leanne.

Re: Problem receiving order

Greg75 — Fri, 31 May 2024 12:41:43 GMT

DPD app is another sad joke. When trying to register the app says "text message with PIN has been sent to you" so you need to send it back to confirm your number but it never arrives. Tried many times, nothing. How they can even operate and keep business!?

Re: Problem receiving order

Leanne_T — Fri, 31 May 2024 14:46:09 GMT

Hi @Greg75

Could you try using the same email address registered with EE to view any delivery details?

Leanne.

Re: Problem receiving order

Greg75 — Fri, 31 May 2024 15:03:30 GMT

I did. That's where the link to the app comes so it takes you further but then you need to validate your phone number and app asks for Pin which never comes.

So, I guess the delivery will come back tou you (good luck with taking it with no PIN) and when I request another upgrade you'll send it again with DPD?

Re: Problem receiving order

Leanne_T — Fri, 31 May 2024 15:05:29 GMT

Hi @Greg75

If the phone gets returned the order would be cancelled and you can order again, this would be sent by DPD. You can also order in an EE store with photo ID.

Leanne.