topic Re: Tracking not working in Orders

Tracking not working

Burtontoby0 — Mon, 05 Jan 2026 12:43:32 GMT

Hi, I've been trying to track my device I ordered. However, every time I try to press track it tells me either my tracking number or email is wrong. Ive quadruple checked and I'm using the correct tracking number and email. Any solutions?

Re: Tracking not working

Chris_B — Mon, 05 Jan 2026 13:20:20 GMT

@Burtontoby0 Is it a tracking number that you’re been sent or is that an order number you’re trying to use to track an order. If you’ve got a tracking number you’ll of also had a text/email from DPD stating you have a pending delivery. An order number will begin with something like XKO or XKN

Re: Tracking not working

Burtontoby0 — Mon, 05 Jan 2026 13:41:28 GMT

It says 'order number' as far as I'm aware it hasn't been shipped yet, as I bought it today. But there's no letters before it. DPD haven't contacted yet. I've tried both the letter combos before the order number but it won't work either.

Re: Tracking not working

Chris_B — Mon, 05 Jan 2026 13:59:08 GMT

@Burtontoby0 if you’ve ordered it today, you won’t have a tracking number just yet as the order needs to be precessed and an order number is exactly what it is. A number that gets logged against your order. You receive a tracking number once a device has been allocated to you.

Re: Tracking not working

Burtontoby0 — Mon, 05 Jan 2026 15:52:46 GMT

But it gives you the option to see where it's at in the process, no? Like in the email it gives me a "track your order" and a link to press to track it. But when I put the order number they've given me in it says there's something wrong.

Re: Tracking not working

Leanne_T — Mon, 05 Jan 2026 17:59:19 GMT

Hi there @Burtontoby0

Thanks for coming to the community.

Did you order a pay monthly mobile device? Are you using the 10-12 character order reference number in your confirmation email?

If you would like to check the order has gone through correctly, please give us a call and the team can check the order and the reference details.

Thanks 🙂

Leanne.

Re: Tracking not working

Burtontoby0 — Mon, 05 Jan 2026 18:04:51 GMT

Hiya, yes as far as I believe. The 24 month contract direct debit?

Originally, I went for another but couldn't get it so was on the chat with an ER employee which then helped me get another phone, another contract. However, the email I got was a bit different. I managed to track it once, then it completely stopped working. I have added a photo of what order number they gave me.

I will call tommorow if nothing can be said of it, thank you for your reply!

Re: Tracking not working

Leanne_T — Mon, 05 Jan 2026 18:08:30 GMT

Hi @Burtontoby0

Thanks for the quick reply.

Please don't share any personal details on the community including order numbers.

If you call tomorrow the team will get this checked for you and make sure the tracking details are correct 🙂

Let me know how you get on, after you have been in touch.

Thanks 🙂

Leanne.