topic Re: Order Tracking Shows Error on Website/App in Orders

Order Tracking Shows Error on Website/App

Brayangab139 — Thu, 12 Mar 2026 10:33:11 GMT

Hi,

I ordered an iPhone 17 Pro Max 512GB on Tuesday night. The order status showed “Awaiting dispatch” earlier, but now the EE website and app show an error when I try to track it.

I haven’t received any SMS or email about shipping, only the initial order confirmation. I’ve checked the order number and email, but I still get this message:

“Sorry, that didn’t work! Please try again. You’ll need your order reference number …”

I’ve seen that other people in the community are having the same issue since yesterday, so it seems like a system problem.

I just want to confirm if my order is still active and when I should expect it to be dispatched, since the website said 1–2 working days for delivery.

Thanks if someone from EE can clarify.

Re: Order Tracking Shows Error on Website/App

Ali_A — Thu, 12 Mar 2026 12:23:49 GMT

HI @Brayangab139

As you're seeing an error when trying to track, your order may not have been completed. Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly.

If the order couldn't be processed, the team can discuss what additional information we need to manually complete it for you.

Ali

Re: Order Tracking Shows Error on Website/App

Brayangab139 — Thu, 12 Mar 2026 12:37:42 GMT

Hi,
Thanks for your reply. I’d like to clarify what has happened with my order.
I placed an order for an iPhone 17 Pro Max 512GB on Tuesday night.
Initially, the order status showed as confirmed and awaiting dispatch, so I knew it had been accepted.
However, since yesterday, when I try to track the order on the website or app, I get the following error:
“Sorry, that didn’t work! Please try again. You’ll need your order reference number …”
I haven’t received any email or SMS about dispatch yet — only the original order confirmation.
I’ve checked the order number and email/phone exactly as used for the order, but the error persists.
I can see from the EE Community that other customers are experiencing the same tracking issue, so I think this may be a system problem.
I just want to confirm that my order is still active and approved, and if any additional information is needed from me to ensure it is processed correctly.
Thanks in advance for your help.

Re: Order Tracking Shows Error on Website/App

Schockwave — Thu, 12 Mar 2026 15:57:28 GMT

@Brayangab139 , you will have to ring customer service if you want further information, as we have no way of checking your order, but I suspect if you have received confirmation of order it should be ok.

I would also suggest making sure that you have the DPD app, where you will receive notification with a PIN number which you will have to show the driver before receiving the device.

Re: Order Tracking Shows Error on Website/App

Aksoej — Thu, 12 Mar 2026 22:18:00 GMT

Did you get this sorted yet?

Re: Order Tracking Shows Error on Website/App

Brayangab139 — Thu, 12 Mar 2026 23:49:18 GMT

Not yet. I called customer service and they told me I needed to call another department first. They asked me to create a security PIN for the account.

I also sent an email and they asked me for some confirmation details, which I provided. After that, I haven’t heard back from them yet, and the app is still showing the same error.

Re: Order Tracking Shows Error on Website/App

Jdmatthewsss96 — Fri, 13 Mar 2026 00:48:50 GMT

I've had this issue also, I ordered mine on Tuesday 0 updates and the error is showing exactly the same on the tracking page.

been into the store they couldn't help, website said to call, the customer service advisor said she couldn't help and had to call someone else, then back to the website.

a complete shambles - I'm cancelling my order tomorrow if I don't get an update, already spoken to theee and I'll be saving £20 a month by transferring 🤷‍♂️

Re: Order Tracking Shows Error on Website/App

Chris_S — Fri, 13 Mar 2026 08:59:07 GMT

Hi @Jdmatthewsss96

I'm sorry to hear about your experience, it sounds like it's very stressful for you.

When you ordered your new device, did it present an XKO reference at the end of the order process?

Chris S

Re: Order Tracking Shows Error on Website/App

Brayangab139 — Fri, 13 Mar 2026 10:22:21 GMT

My order reference starts with XKO. On the first day after placing the order, the tracking page was working and showed that the order was awaiting dispatch.

However, from the second day onwards, the tracking page started showing an error saying that my order reference is incorrect, even though I am entering the correct code.

My order is for an iPhone 17 Pro Max 512GB in Deep Blue. Since placing the order, I have not received any email confirming that the item has been dispatched, nor any message saying that the phone is out of stock or delayed.

I have also tried contacting EE. I sent emails but did not receive a response, and the community only suggests calling customer service. When I called, they were not able to help me either.

At this point, I would just like to confirm the status of my order or receive an estimated delivery date, as currently I have no way to track it.

Re: Order Tracking Shows Error on Website/App

Jdmatthewsss96 — Fri, 13 Mar 2026 10:30:13 GMT

Hi there yes it does I have an email confirmation too and have been charged also from my bank.

Re: Order Tracking Shows Error on Website/App

Chris_S — Fri, 13 Mar 2026 10:53:43 GMT

@Brayangab139 and @Jdmatthewsss96 It's a good sign that you've both received an XKO reference after the order was completed,as that will meen that the order was logged.

It may be the case that we need to get stock in before the phone can be dispatched.

If you give us a call, a guide can use your XKO reference to look into your order and give you an update.

Chris S

Re: Order Tracking Shows Error on Website/App

Jdmatthewsss96 — Fri, 13 Mar 2026 11:07:37 GMT

That is shocking,

it's almost as if you've not read our previously messages about trying to call and get in contact but we end up consistently going round in circles?

Also why would it say it's going to be dispatched with in 24hours & say instock on your website then?

I shall be looking to cancel this order (if I can get through to someone who will) and move networks it's been frustrating trying to get issues sorted with EE recently just keep getting passed onto someone else

Re: Order Tracking Shows Error on Website/App

Chris_S — Fri, 13 Mar 2026 11:11:41 GMT

I understand your frustration @Jdmatthewsss96, I'd feel the same way.

We'd need to get access to your order to give you an update.

As we don't have any account access here, the best option would be to give us a call.

I apologise for your experience the last time you called in.

Did the guide give you a reason why they couldn't give you an update?

Chris S