topic Re: unable to locate documents in Orders

unable to locate documents

nevercliff — Sun, 28 Jul 2024 12:08:06 GMT

I have ordered a new phone and have received a message saying - a new document for your samsung device agreement is now available to view, log in to ee.co.uk/go/login to view it, but I can't find it. I have looked under bills & payments and plans & subscriptions, but still can't find it.

Any ideas?

Re: unable to locate documents

Katie_B — Sun, 28 Jul 2024 13:11:24 GMT

Hello @nevercliff.

Welcome to the EE Community.

Was this an upgrade?

If yes, has your plan updated?

Katie

Re: unable to locate documents

suey3 — Mon, 29 Jul 2024 09:31:46 GMT

I have also received the same message, I took a new plan out in May

Re: unable to locate documents

Katie_B — Mon, 29 Jul 2024 12:20:13 GMT

Hi @suey3.

Thanks for coming to the community.

I am sorry to hear you have received this after taking out a new plan back in May.

If you are unable to locate your documents please give us a call.

Katie

Re: unable to locate documents

Deniswraith — Sun, 11 Aug 2024 09:31:39 GMT

Re: unable to locate documents

Christopher_G — Sun, 11 Aug 2024 11:26:43 GMT

Hi @Deniswraith

Welcome to the community.

In the EE App, if you go to Manage > View Full Usage, can you see your documents there?

Chris

Re: unable to locate documents

Bree2 — Mon, 19 Aug 2024 07:36:14 GMT

I also keep getting texts about new documents, I have tried going to manage and view full usage but I am unable to locate these documents.

Re: unable to locate documents

Katie_B — Mon, 19 Aug 2024 09:12:23 GMT

Good morning @Bree2.

Welcome to the EE Community.

Have you just upgraded or taken out a new line?

If yes, does your EE account show your new plan?

Speak soon,

Katie

Re: unable to locate documents

Edge1289 — Thu, 22 Aug 2024 08:03:29 GMT

Hello!

I have the same issue. Where can I find the documents to view?

This is like finding a needle in a haystack.

Re: unable to locate documents

Peter_W — Thu, 22 Aug 2024 13:36:25 GMT

Good afternoon @Edge1289.

Welcome to the EE Community.

What documents are you trying to locate here? Is this in relation to a recent upgrade, or something else?

Also are you able to see the rest of your account details when logging in to the EE app?

Peter

Re: unable to locate documents

Darren155 — Mon, 07 Oct 2024 17:11:09 GMT

Hi having the same problem when I ordered iPhone 16 also said it's despatched still not arrived been over a week

Re: unable to locate documents

Katie_B — Tue, 08 Oct 2024 07:35:45 GMT

Hi @Darren155.

Has your plan updated within your My EE account?

Have you received updates from DPD regarding delivery?

Katie

Re: unable to locate documents

AYOBAMIAKINFENW — Sat, 26 Oct 2024 14:38:20 GMT

I have this same issue. I ordered the 16pro max 256gb in natural titanium on the 25/10 and I got a confirmation email confirming order. I have received an sms on the 26/10 to view a new device agreement. Logged in to both the ee app and ee website. Can’t find the documents anywhere!
does this document require any further action from me? I don’t want any further delays with delivery, I don’t even have an estimated delivery date yet!

Re: unable to locate documents

Lesley_W — Sun, 27 Oct 2024 09:27:15 GMT

Hi @AYOBAMIAKINFENW

These documents are just for your reference and would not delay your order. They will be copies of your agreements so that you can refer back to them. If you are unable to view them on our app, you can give our team a call and they can get these sent to you.

Lesley

Re: unable to locate documents

Spickandspan1 — Sun, 02 Mar 2025 04:18:10 GMT

Where can I find my document?I received a text message to log in my account but where is located this document????

Re: unable to locate documents

Peter_W — Sun, 02 Mar 2025 12:03:49 GMT

Hey there @Spickandspan1, like @Lesley_W mentioned, these are most likely just details of a recent agreement.

If you log in to the app and select Manage > View Full Usage, can you see a section for your documents in here?
Peter

Re: unable to locate documents

DA191 — Mon, 26 May 2025 05:43:01 GMT

Been all over on mine. The app, the online account, even typed in the search box. Nothing too

Re: unable to locate documents

DA191 — Mon, 26 May 2025 05:49:36 GMT

I've done this, nothing there to see on app or online account

Re: unable to locate documents

Michael_D — Mon, 26 May 2025 09:30:42 GMT

Hi @DA191

Thanks for coming to the community.

If the documents aren't showing for you, I'd recommend giving our customer service guides a call, and they'll be able to look into this and find a way for you to have sight of them.

Michael

Re: unable to locate documents

Edge50NeoUserOK — Fri, 12 Sep 2025 08:29:37 GMT

I have a similar problem, but also have an idea for the Website and App developers:

Why not put documents under a Tab entitled DOCUMENTS??

There's no charge for this service.