topic Re: Payment taken for smart watch but no order confirmation in Orders

Payment taken for smart watch but no order confirmation

Joolscdf — Wed, 02 Apr 2025 17:29:15 GMT

I've just tried to buy a Samsung Galaxy Fit 3 through the EE app. I got to the payment screen, clicked the Paypal link, logged in and hit pay. The payment has been taken from my Paypal account, but I have no order confirmation, and the watch is still showing on my basket on the app.

There is no option for help with smart watch orders on the EE phone line. How do I get on touch with someone to sort this out?

Re: Payment taken for smart watch but no order confirmation

Rach_H — Thu, 03 Apr 2025 08:49:11 GMT

Hi @Joolscdf,

Welcome to the Community!

We know how important it is for you to know what is happening with your order.

Have you received an email about your order at all?

Could you send me the link where you placed your order?

Rach

Re: Payment taken for smart watch but no order confirmation

Joolscdf — Thu, 03 Apr 2025 15:29:36 GMT

Hi Rach,

I tried to order through the app, so don't have a link, sorry!

I've not received any emails at all about the order. However, there are now two pending debits of £39 each showing on my credit card statement, one dated yesterday and one dated today.

When I go to the orders section of the app, it says "this service isn't working right now".

Re: Payment taken for smart watch but no order confirmation

Peter_W — Thu, 03 Apr 2025 17:11:28 GMT

Thanks for confirming that for us, @Joolscdf.

When you tried placing the order, did you get any order confirmation numbers starting with EE, XK, or SO at checkout?

Or is it a case that you never even completed the process?

Peter

Re: Payment taken for smart watch but no order confirmation

Joolscdf — Fri, 04 Apr 2025 11:43:49 GMT

Hi Peter,

I got no confirmation whatsoever. I hit pay now on Paypal, my phone went back to the app, then nothing.

The two pending transactions have now disappeared from my credit card, so I assume something went wrong at the EE end.

Think I'll buy my watch from someone more reliable!

Re: Payment taken for smart watch but no order confirmation

Peter_W — Fri, 04 Apr 2025 12:08:43 GMT

Thanks for coming back to update us here, @Joolscdf.

I'm glad you've not been left out of pocket here, but I can still appreciate your disappointment that the order didn't go through as intended.

If you have any more queries in the future please feel free to stop by and let us know.

Peter