topic Re: First time ordering phone and plan not received confirmation email in Orders

First time ordering phone and plan not received confirmation email

Nichola8891 — Wed, 28 Jan 2026 10:50:18 GMT

Hi there I put an order in late last night to go with EE and filled all info out credit check would have been done etc and paid the £30 for the handset which is currently pending in my bank account it wouldn’t load on the confirmation page I’ve received no email what can I do? When will I know if it’s gone through please can someone help thank you

Re: First time ordering phone and plan not received confirmation email

Ritu_D — Wed, 28 Jan 2026 12:53:25 GMT

Good afternoon @Nichola8891

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?
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: First time ordering phone and plan not received confirmation email

Nichola8891 — Wed, 28 Jan 2026 15:05:59 GMT

Hi there it was for the iPhone 17 pro max with air time monthly I wanted to change from three to EE as I never have signal I’ve no idea how to find out it it’s gone through or not the whole site seemed to crash after payment had been taken

Re: First time ordering phone and plan not received confirmation email

Peter_W — Wed, 28 Jan 2026 16:34:07 GMT

Thanks @Nichola8891, so we can be sure of this one, I'd recommend giving our customer care team a call, and once connected ask to speak with Web Sales.

If you received an XK order reference number with your order they'll be able to locate your order right away, or alternatively they should still be able to ask for some other details to help find it.

Keep us posted on how you get on.

Peter