topic Re: Misunderstood the questions on phone in Orders

Misunderstood the questions on phone

lawrancecooper — Tue, 16 Sep 2025 06:39:44 GMT

I made an order yesterday, and it got cancelled unfortunately due to a failed identity check!

When I made the order, there were questions that I misunderstood!

I can't remember if I passed my credit check or not but the requested device is actually affordable monthly! I'm currently with O2 and paying 46.06 for the device I've currently got.

I have Aspergers, and often I find it very stressful and difficult talking to people on the phone!

Currently, I have no photo ID but at the process of getting one!

I was wondering what do I need to do to make the order more successful!

Thanks

Re: Misunderstood the questions on phone

Lesley_W — Tue, 16 Sep 2025 09:59:08 GMT

Hi @lawrancecooper

Welcome to our community.

I appreciate that the identity checks can be overwhelming, so getting a photo ID will be a great alternative. You can pop into any EE store with it and they will be able to help.

Lesley

Re: Misunderstood the questions on phone

lawrancecooper — Tue, 16 Sep 2025 12:07:14 GMT

Well I literally found the documents saying that my credit check is approved but I dont really know what an EIV really is.

The device im hoping to get was the iPhone 16e and I can actually afford it, especially with my unemployment status.

Is there actually a way that I can try and reorder the iphone 16e again?

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: Misunderstood the questions on phone

Lesley_W — Tue, 16 Sep 2025 12:35:28 GMT

Thanks for the additional info @lawrancecooper

An EIV is an electronic check of your identity. This is to make sure you are who you say you are and no one is trying to take out any contracts in your name.

If the team have told you you have passed the credit check but not the EIV, they wouldn't be able to go ahead with the order. Did the team say when you could next try reapplying? I would expect there to be a minimum time to wait before trying the EIV again.

Lesley

Re: Misunderstood the questions on phone

lawrancecooper — Wed, 17 Sep 2025 10:14:43 GMT

On the info, did I passed both or just the one?

I'm gonna go into the folkestone branch to have a chat with the team today!

Lawrance

Re: Misunderstood the questions on phone

Lesley_W — Wed, 17 Sep 2025 12:39:26 GMT

I'm not sure as we don't have access to your personal details here on the forum @lawrancecooper

Let us know how you get on in store 🙂

Lesley

Re: Misunderstood the questions on phone

BaileyB2 — Sat, 06 Dec 2025 22:12:24 GMT

Did going in store fix this issue for you?