topic Re: Unable to track order in Orders

Unable to track order

KatyMc1 — Fri, 19 Dec 2025 19:34:22 GMT

Why when I enter my order tracking details does it keep telling me I have no active orders

I recieved the confirmation , and paid the up front cost for the device and it said next day delivery but ive heard nothing all day. I really need a update as I'm going in to hospital Tuesday for treatment so if its not gong to arrive by then I need to cancel my order and go elsewhere

Re: Unable to track order

Northerner — Fri, 19 Dec 2025 20:29:24 GMT

Hi @KatyMc1

Try downloading the DPD app.

If order tracking is not working then you'll need to speak to EE CS on 150.

Thanks

Re: Unable to track order

KatyMc1 — Sat, 20 Dec 2025 09:32:48 GMT

There's nothing on my DPD app.

The tracking page either does not work or says my order number does not exist.

I recieved the sucessful order confirmation email , contract plan etc with the order number in , its the correct order number I was sent because I coppied and pasted it to the tracker. Even if it was still in the processing stage it would still display it to say order being processed right ?

Re: Unable to track order

Michael_D — Sat, 20 Dec 2025 11:47:15 GMT

Hi @KatyMc1

If you are using the order number starting XKO, it won't show in the order tracker. That one is the web order number and there would usually be another order number after the order has been processed.

What phone, including colour and storage size did you order? I can check the stock to make sure it is available.

Michael

Re: Unable to track order

KatyMc1 — Sat, 20 Dec 2025 11:55:01 GMT

xko********* - iPhone 17 lavender 256gb.

[Mod edit - removed order number. Please do not post personal or account details in the community]

Re: Unable to track order

Michael_D — Sat, 20 Dec 2025 11:57:55 GMT

Thanks @KatyMc1

It is showing that model is in stock with expected dispatch within 1 day.

When did you place the order?

Michael

Re: Unable to track order

KatyMc1 — Sat, 20 Dec 2025 12:01:42 GMT

In the early hours of 19th December so around 34 hours ago.

Re: Unable to track order

Michael_D — Sat, 20 Dec 2025 12:06:55 GMT

It is normal to have not heard anything else if it was only early yesterday @KatyMc1, as you'd normally only get something when it is on the way after getting the initial confirmation email.

Generally deliveries are only Monday to Friday, so you may not heard anything until tomorrow evening at the earliest for delivery from Monday.

If you want to know for sure that it has gone through and to check the order number for the tracking, you'll need to give our customer service guides a call so they can check the order on your account.

Michael