topic Re: Pay monthly upgrade order in Orders

Pay monthly upgrade order

Courtmc — Wed, 10 Sep 2025 18:24:42 GMT

I placed an order last night for the S25 ultra titanium blue, I upgraded my S21 FE and I didn't recieve a confirmation email or a reference number and there are no orders showing on my account. I did get the text from DPD saying it will be delivered tomorrow but that is the only thing I have. I don't know how I can register for the laptop benefit without any proof that I ordered the phone.

Please help me resolve this.

Thank you,

Courtney

Re: Pay monthly upgrade order

Courtmc — Wed, 10 Sep 2025 18:28:22 GMT

I would like to add that I did check my spam and junk and I did get a confirmation screen after my order. I called an EE colleague today and she can see my order and said its odd that I didn’t get a confirmation email but couldn't do anything about that. Surely there's something that can be done?

Re: Pay monthly upgrade order

Michael_D — Thu, 11 Sep 2025 07:30:28 GMT

Hi @Courtmc

Thanks for coming to the community.

It is great to hear that you have ordered the S25 Ultra, it looks an amazing phone.

The order confirmation email is automated, so isn't able to be resent, but don't worry, there are still ways for you to be able to claim the free gift from Samsung.

When the phone arrives there should be a piece of paper with order details that can be used to claim the gift on the Samsung website, but if there isn't, you can speak to our customer service guides and request a proof of purchase be emailed to you, which can then be used instead of a confirmation email.

Michael

Re: Pay monthly upgrade order

Courtmc — Thu, 11 Sep 2025 12:24:43 GMT

That's great Michael, thank you. My only issue is I didn't get my Esim number to activate the sim. Ill try calling again. Thanks for your help

Courtney

Re: Pay monthly upgrade order

Michael_D — Thu, 11 Sep 2025 12:31:29 GMT

If you requested to take an eSIM, you should be able to login to the EE app and download it from there @Courtmc

If it isn't there, our customer service guides will be the best people to speak to.

Michael