topic Re: Order phone in Orders

Order phone

Gosialinka93 — Tue, 06 Jan 2026 21:28:25 GMT

Hi. I just placed an order. The money was debited from my account during the initial payment, but no order number was displayed. I'm not sure if the contract was concluded. I didn't receive a confirmation email and I don't have an order number.

Re: Order phone

Chris_S — Wed, 07 Jan 2026 09:17:39 GMT

Hi @Gosialinka93

I can imagine it's concerning when you're unsure if your order has gone through or not.

Could you check your email's spam folder to see if you have an email from us in there please?

When you've got to the end of the order, an XKO reference will be displayed, which you can use to track your order.

Chris S

Re: Order phone

Gosialinka93 — Wed, 07 Jan 2026 09:25:46 GMT

While placing the order, after entering my card details, I moved to another tab on the website. The page stopped loading. No information with an order number appeared. And when I checked my account balance, I was charged for the device as usual. I don't have any messages in my spam folder, let alone any other folder. I don't have an order confirmation or number. The EE stationary office told me to call EE, but I didn't get anything done. They told me to wait an hour and if I didn't receive a confirmation, I should call again. This is pointless.

Re: Order phone

Chris_S — Wed, 07 Jan 2026 09:56:40 GMT

Thanks for letting me know @Gosialinka93

We'd need to take some details so that we can check if the order has been completed, so giving us a call would be the best option.

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. If the order did not complete, we will not take the payment, so your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.
Chris S

Re: Order phone

Spentecost19 — Sun, 08 Mar 2026 07:34:28 GMT

This has happened to me also!

Re: Order phone

Michael_D — Sun, 08 Mar 2026 09:41:05 GMT

Hi @Spentecost19

Welcome to the community.

If you didn't see a confirmation screen at the end of the order, it may not have gone through.

If that was the case, the payment would just be pending with your bank, but would not be taken by EE.

The best thing I can suggest would be to check your junk/spam folder to see if there is an email there about the order, and if there isn't give our customer service guides a call so they can check to see if the order was successful.

Michael