topic Re: Order confirmation in Orders

Order confirmation

Kimmyyyiiieee — Sat, 01 Nov 2025 13:23:55 GMT

I ordered an iphone 16 for college since my phone is broken, I've been charged and even got 2 confirmation emails. One being my order and the other my contract plan, its been 5 days so i tried contacting live chat support team because i cant phone them since my phone is broken. She told me i didn't have an order and ended the chat on me. It is so stressful because i cannot get to college without my bus app. I cant believe it.

Re: Order confirmation

Northerner — Sat, 01 Nov 2025 13:34:57 GMT

Hi @Kimmyyyiiieee

Have you checked EE order tracking: https://ee.co.uk/help/orders

Alternatively I would try chat again with another CS agent.

Thanks

Re: Order confirmation

Kimmyyyiiieee — Sat, 01 Nov 2025 13:36:25 GMT

whenever i go to track it, it says timed out, i have no other number to use other than my order reference number and ive tried on multiple devices to see if its the device thats timing out and it isnt

Re: Order confirmation

Northerner — Sat, 01 Nov 2025 14:03:39 GMT

Hi @Kimmyyyiiieee

As I mentioned you'll need to try EE message service again.

Alternatively you'll need to use another device to call or go into an EE store.

https://ee.co.uk/help/contact-ee

Thanks

Re: Order confirmation

Ali_A — Sat, 01 Nov 2025 14:53:37 GMT

Hi @Kimmyyyiiieee

As you're seeing an error when trying to track the order please give our Customer Service team a call either from an alternative phone, or by popping into an EE store, where a guide in the Digital Sales team can check your order went through successfully.
The Online Chat team are unable to see any pending orders.

If the order hasn't been processed, the team will be able to discuss what additional information we need from you to manually complete it, which you can then track on our Track Your Order page.

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 get completed 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.

Ali