topic Re: Mobile phone in Orders

Mobile phone

Cheyannlou21 — Thu, 02 Apr 2026 17:46:27 GMT

I ordered the iPhone 17 pro max 256gb in silver this morning at 9:42 I received an email saying thanks for your order with an order number and an email stating my contract summary but haven’t heard anything furthermore I have no idea if I’ve been approved for it or if it’s been cancelled the upfront payment has come out of my bank it’s still in the pending section but I’m not sure that mean could someone please help on what happens next and tell me if I’ve been approved for the phone or not

Re: Mobile phone

Chris_B — Thu, 02 Apr 2026 18:00:14 GMT

@Cheyannlou21 If the order is cancelled by EE for what reason you’ll be notified. You could try calling customer support. Just to inform you theres roughly a 14 day waiting time on this model spec

Re: Mobile phone

Cheyannlou21 — Thu, 02 Apr 2026 18:04:12 GMT

Would I have been notified by now if the phone was cancelled and it wasn’t coming or does it take a while for them to notify me

Re: Mobile phone

Cheyannlou21 — Thu, 02 Apr 2026 18:07:36 GMT

I just would like to know if I’ve been approved for the phone or not I tried calling the customer service team and they couldn’t give me a straight answer

Re: Mobile phone

Ali_A — Fri, 03 Apr 2026 07:20:17 GMT

Hi @Cheyannlou21

Please check your junk/spam folder in case any emails are accidentally filtered there asking you to contact us.
If you've not received a follow-up email confirming your has been processed you'll need to give our Customer Service team a call where a guide in the Digital Sales team can check your order went through successfully.
You can also check your order number on our Track Your Order page if the order number is recognised or not.

If the order couldn't be processed, the team can discuss the reasons why and what additional steps we need to take to manually complete it for you.

Just so you know, 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. We'll only complete the payment once the order is processed.

Ali

Re: Mobile phone

Cheyannlou21 — Fri, 03 Apr 2026 08:28:58 GMT

the only emails I have received are these emails I have had nothing else in my spam or anything I have only received these and I don’t really know what these mean does this mean that I have the phone and I’ve been approved or what

Re: Mobile phone

Ali_A — Fri, 03 Apr 2026 11:34:58 GMT

@Cheyannlou21

Thanks for the screenshots. That looks like it's only the original order received email, not the order processed confirmation email.

What message do you see when you try the XKO Order Number on our tracking page?

Ali

Re: Mobile phone

Cheyannlou21 — Fri, 03 Apr 2026 11:51:26 GMT

I have just received this email too so what does this mean does this mean I’ve been approved and the phone is coming to me?

Re: Mobile phone

Kirsty345 — Fri, 03 Apr 2026 12:33:31 GMT

Following as in a similar situation with neither order numbers working on tracking

Re: Mobile phone

Elliedean — Fri, 03 Apr 2026 14:30:57 GMT

I never received this email

Re: Mobile phone

Ali_A — Fri, 03 Apr 2026 14:35:48 GMT

Hi @Cheyannlou21

Great news that you've received an order completed email, this means your order has been processed and your device will be shipped out to you soon.

Looking at the order history for iPhone 17 Pro Max 256GB Silver, stock guidance while placing the order on the 2nd April was - "Available to order- Expect despatch in 14 days"

Which means we are waiting to receive stock from the manufacturer so we can ship this out as soon as possible.
You should be able to track your order on our Track Your Order page.

If you haven't done so already I would recommend downloading the DPD app, so that soon as this device is ready to be shipped you will be notified with the tracking details.

Hope this helps!

Ali

Re: Mobile phone

Elliedean — Fri, 03 Apr 2026 16:41:01 GMT

My tracking code isn’t working. I didn’t and I’ve only received this email
i ordered it on Wednesday the iPhone 17 white

[Mod edit : image rejected. please ensure order numbers and personal details are not visible. on images in public forum]

Re: Mobile phone

Cheyannlou21 — Fri, 03 Apr 2026 15:12:03 GMT

Which email the one that states about my order being confirmed with an order number and tells me to click to track my order?

or the one that says thank you for your order with summary?

Re: Mobile phone

Ali_A — Fri, 03 Apr 2026 16:39:51 GMT

@Cheyannlou21

If you have two different order numbers, it'll be the one on the most recent email.

Ali