New contract phone

Jamessmh — Mon, 15 Sep 2025 17:30:51 GMT

@Hi all I have recently applied for a contract phone and the upfront payment has been taken from my account however I have not received any confirmation of contract is that normal for ee?

Re: New contract phone

Ali_A — Tue, 16 Sep 2025 08:01:51 GMT

Hi @Jamessmh

Great to hear you're looking to join EE.

Please check your Junk/Spam folder in your email for any messages related to your order. If you still have no confirmation email I recommend you give our Customer Service team a call where a guide can check your order went through correctly and provide you a tracking number.
Or if the order didn't complete, such as Credit Check was declined, they will be able to confirm this too.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed.
If the order does not complete we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Hope this helps!

Ali

topic New contract phone in Orders

New contract phone

Re: New contract phone