topic Re: Order confirmation in Orders

Order confirmation

Sinead34 — Tue, 25 Nov 2025 10:18:26 GMT

I have orders a new phone on a contract and received my contract information and nothing else , but I have had the upfront fee taken from my bank , I can't track as I don't have an order number ? Does this mean my application has been declined? If so when will I receive an email regarding this and also a refund of the upfront fee I paid ? Thank you in advance

Re: Order confirmation

Ritu_D — Tue, 25 Nov 2025 13:35:50 GMT

Hi @Sinead34

Welcome to the community.

What did you order? I can imagine you are eager to receive your order.
Could you check in your spam/junk mail to see if your confirmation email is in there?
Is the payment showing as pending with your bank?
When a order is placed a payment request is sent to your bank, but the payment wont be taken until the order is processed. Your bank will set the payment aside "Pending" until we take it.
If for any reason the order does not get processed the bank will release the "pending" payment back into your account.

Thanks

Ritu

Re: Order confirmation

Sinead34 — Tue, 25 Nov 2025 13:44:48 GMT

Nothing in spam , how long does confirmation usually take , it's the Google pixel 9

Re: Order confirmation

Ritu_D — Tue, 25 Nov 2025 13:52:01 GMT

I have taken a look at stock levels for the Google Pixel 9 @Sinead34

They are showing as 'last few left'.

I would recommend giving out guides a Call, they will be able to look into your order for you.

Thanks

Ritu

Re: Order confirmation

Sinead34 — Tue, 25 Nov 2025 14:00:38 GMT

Sorry it's the 9a purple one x

Re: Order confirmation

Peter_W — Tue, 25 Nov 2025 15:02:47 GMT

Thanks @Sinead34.

From what I can see at my end we have plenty of stock for this handset, so it should be available for delivery as soon as next day.

Occasionally we'll need to check over a few details before online orders are pushed through, but we would usually email if this were the case.

I'd recommend reaching out to our customer care team, and if you quote your XKO reference number, they'll be able to check over everything with the order.

Peter