topic Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone in Orders

How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Tue, 30 Sep 2025 23:30:56 GMT

I broke my old mobile phone, so I went to the store to get a new one and they said they wouldn't do anything without photo ID, so I went online to do it through my account, bought a refurbished phone scheduled to be delivered soon (today or tomorrow I think), but I notice on the Order Tracking it says I need to make sure I have my order PIN ready.

And that the order PIN will be delivered on the day of the delivery to me by "email or SMS".

That "or" scares me. I don't have a phone. The order is a phone! If they try to SMS me the order PIN then I won't have it for the driver and I suspect they then won't let me take the phone I've paid for from them! Which would be incredibly irritating to put it mildly.

DPD UK seems to have no way to contact them outside of phone (it says 24/7 online chat is an option but when I click that it lliterally just takes me to the order tracking hub, no contact links available, I've looked!), and I don't have a phone.

Anyone know where I can go to ensure I'll get the PIN by Email?
I hope I'm worrying over nothing and that "or" really means "and" and I'll definitely get an Email PIN, but given the lack of clarity on this, and how I was banking on having a working phone again within the next 2 days for life stuff, this is stressing me out a bit lol!

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

Katie_B — Wed, 01 Oct 2025 07:12:40 GMT

Hello @PhonelessPerson.

Thanks so much for coming here.

You will be required to provide the PIN to your DPD driver to receive your delivery.

The DPD PIN will be sent to your number, do you have an alternative phone to pop your SIM into?

Have you been able to try Live Chat this morning?

Katie

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Wed, 01 Oct 2025 09:04:00 GMT

Thanks for the reply!

No, I don't have an alternative phone, I live on my own, and I don't know any neighbours. I genuinely have no way of using a phone right now, it's why I'm buying a phone.

The DPD Delivery's scheduled for 1430-1530 today, but I still haven't received any PIN via email. I have been unable to use the Live Chat, I think the "Live Chat" option is a mistake on the website's part, as when you click it it just takes you to the DPD (UK) hub webpage where you can see your order details but there isn't a single bit of Contact Us on there to be found.

Please help! I need this phone delivery to be successful today 😧

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

Schockwave — Wed, 01 Oct 2025 09:21:47 GMT

@PhonelessPerson , if you download the DPD app and that can be on any device, not just the phone and register with the details EE have, you will receive the PIN number via the app.

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Wed, 01 Oct 2025 09:24:30 GMT

When I go to the webpage for the DPD UK app it says it can't be downloaded on this device. My device is a Windows Laptop Computer. I don't have any other devices. Is there a way to download that app for Windows Computers?

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

Schockwave — Wed, 01 Oct 2025 09:28:16 GMT

@PhonelessPerson , sorry, but I have no idea, but you could register, I believe via the DPD website to receive updates, you may want to try that. As I do not and have not used my windows computer for several years now, no idea why you cannot install it.

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Wed, 01 Oct 2025 09:35:46 GMT

I've already registered with the website, it's how I can log into the tracking hub system they have there, but all I can do there is look at FAQs, get delivery times and updates, and change delivery date, there's no form of online contact and no other details available for change.

I swear, if this delivery driver won't give me this phone I'm going to just take it by force or something. This is ludicrous, I need a phone (or tablet) to buy a phone! Who came up with this system?!

I paid for this phone, I live here, I can let them into my flat, I can show them all my bills, my post, I can log into their website in front of them on my laptop, I don't know what else I can do to prove my ID here, which shouldn't be something I have to do anyway! I'm buying a product not subscribing to a service!

I could even unbox the phone they're delivering, plug it in, put my sim card in it, and give them the PIN that way. But I can't do that if they won't give me the phone.

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Wed, 01 Oct 2025 09:38:22 GMT

Thanks for the reply!

No, I don't have an alternative phone, I live on my own, and I don't know any neighbours. I genuinely have no way of using a phone right now, it's why I'm buying a phone.

Please help! I need this phone delivery to be successful today 😧
I don't have any other "smart" devices for apps either, I just have my windows laptop computer.

(This is a repeat post as I don't know this website very well and I think maybe my first reply to you wasn't a direct reply to you specifically)

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

Schockwave — Wed, 01 Oct 2025 09:41:42 GMT

@PhonelessPerson , DPD will let you know if you have registered on the website and should then give updates about delivery and the PIN number, so you can show it, and if you have given them your email address, they should be able to send it to you.

We have no account access here as this is a public forum, have you tried live chat via the EE App, which is only available to contract customers?

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Wed, 01 Oct 2025 09:58:16 GMT

As far as I can tell:
Apps are only available on "smart" devices, ie tablets and phones. I don't have these. Google Play Store does android devices, Apple Store does i devices. Neither of those storefronts work for windows computers. There is no DPD app on the microsoft store.

The EE website's contact us only has telephone communication or "try the community" which is what led me here.

The DPD website log in to change preferences option requres I enter a phone number and the 6 digit code they then SMS text me (which, again, I can't do).

The part of the DPD website I can access provides me these options:
> Parcel Info: Updates on Delivery process, Consignment Number, Sender's Reference, Parcel Number, Ship Date.
> Track Another Parcel: not helpful.
> Delivery Details: Parcel Number, Expected Time, Notification that I'll need a PIN.
> What Happens Next?: Timeslot, summary of what driver will do (just says deliver to my address).
There are ZERO contact us options available through this part of the website.

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

Peter_W — Wed, 01 Oct 2025 13:31:56 GMT

Good afternoon @PhonelessPerson.

As far as I'm aware, all DPD PINs are sent via text to the contact number on your account, it's not possible to redirect this via email.

If possible I would recommend asking a friend or family member to see if you can download the app on their device to temporarily check if it's showing in here.

Messaging is now exclusively via the EE app, so if you were looking to speak with our team directly to query this, the best option will be to visit us in store again.

Whilst they won't be able to replace your SIM without a valid passport or UK driving licence, they would be able to connect you to a member of our team over the phone so you can discuss options like a replacement SIM delivery.

You could possibly look at the option of getting a cheap PAYG handset temporarily if there's not one you can borrow, and then get a replacement SIM in the interim to receive the code.

Peter

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

PhonelessPerson — Fri, 03 Oct 2025 18:17:13 GMT

Thanks for the reply, it's not helpful, but I appreciate it.
I wasn't trying to replace my SIM, I was trying to replace my phone, I still had my SIM card.

The situation was this:
> EE Store won't let you buy a phone in person without Photo ID. They said try online account delivery.
> Online account delivery was fine, no Photo ID required. However verified by VISA meant I had to visit my Bank in person to temporarily get that code sent by email as it's usually by phone lol.
> Once the order was placed, I gained access to the DPD tracking HUB website. On that website, it stated, the order will require a PIN to be delivered, you will receive this on the day of the delivery, and I quote: "by email or SMS."
> Despite this, I did not receive the delivery PIN by email. And when the delivery driver got here he said "no it's only ever by text" so that's a pretty annoying misinforming website right there.
> Anyway, I did not have any friends/neighbours/family near who I could use the phone of, for calling OR for temporarily putting in my SIM card. Hence why I have stated repeatedly here I have no phone and named this account "PhonelessPerson".
> I was in a situation where I evidently needed a phone to buy a phone, which is ludicrous and definitely something the company should look into.
> The delivery driver was thankfully a nice guy, he spent 10-20 mins with me trying different things until we settled on putting my SIM card inside HIS phone so he could get the text code that way. I then gave him a tenner as thanks because I don't think you guys have a "tip your driver" system and I thought that was above and beyond service.

Your statement that it's not possible to redirect the PIN via email matches what the delivery driver thought too, but also contradicts what is one the website, which is rather unfortunate and definitely added to the frustration.

Your suggestion that I use a friend or family member's phone was unhelpful and mildly irksome as I had already expressed MULTIPLE times at this point that I had no access to a phone, that includes 'any nearby friends or family members'.

Suggesting I visit the store wasn't helpful either, as the delivery was scheduled for a few hours from then and it would've taken longer than that to go to the store and come back. Plus, the last time I was at the store they refused to let me put my SIM card in one of their phones.

Again, I wasn't after a replacement SIM, merely a replacement phone as mine had broken.

That final suggestion that I buy a phone to buy a phone is lunacy, I hope that's apparent, lol.

Anyway, thanks to a very nice delivery driver I have a phone again so the story's over, and a happy ending, but please if you are related to EE in any way do pass on this feedback, it is genuine insanity that you can't buy a phone without a phone.

Re: How can I ensure DPD send the order PIN via EMAIL? The order is a phone

Schockwave — Sat, 04 Oct 2025 08:53:06 GMT

@PhonelessPerson , glad you got it sorted, but might be a good idea to have a cheap phone, in case this happens again, where you can then use it should something like this happen again. I always keep at least one old phone when I upgrade to a new one, just in case.