topic Check order in Orders

Check order

Sophn1995 — Fri, 13 Sep 2024 08:06:52 GMT

I've applied for contract phone today, paid the 30 , in the app it shows the phone in my orders before the app has crashed. But not recieved an email with tracking number , what does this mean. Will I still get my contract phone with it being in the orders on the ee app before ee crashed. I'm scared I won't get it now and be 30 pound down

Re: Check order

Michael_D — Fri, 13 Sep 2024 08:26:56 GMT

Hi @Sophn1995

Thanks for coming to the community.

Does the new contract phone still show in the orders section if you look at the app today?

Don't worry, you won't lose your £30.

Michael

Re: Check order

Sophn1995 — Fri, 13 Sep 2024 08:28:30 GMT

Yes but got text saying it Been cancelled on me

Re: Check order

Michael_D — Fri, 13 Sep 2024 08:36:28 GMT

@Sophn1995 Even if the order was cancelled, the £30 would be returned to your balance, although that may take a few days.

If you give our customer service guides a call, they'll be able to locate the order and check to see if it has been cancelled, and the reason why.

You can see how to reach the team on our Contact Us page.

Michael

Re: Check order

Sophn1995 — Fri, 13 Sep 2024 08:38:44 GMT

Can I go into shop and see if they can find out ref number shown on text didn't get emails starts with 3 letters

Re: Check order

Michael_D — Fri, 13 Sep 2024 08:50:13 GMT

@Sophn1995 If it was an order starting with xko, the stores wouldn't be able to check the order as it is a web order, but you'd be able to go there and they can call through to customer services for you.

Michael

Re: Check order

Sophn1995 — Fri, 13 Sep 2024 08:56:51 GMT

That's exactly what it started with . I'm hoping they can either find out or push it through atleast. My phone is on its way out so was a birthday present for myself

Re: Check order

Michael_D — Fri, 13 Sep 2024 09:04:26 GMT

I hope they are able to get something sorted for you @Sophn1995.

Have a great birthday 😀

Michael