topic Re: payment taken no order confirmation in Orders

payment taken no order confirmation

Sofie04 — Sat, 12 Sep 2026 23:18:07 GMT

Hello, i was preorder the new iphone 18 pro this evening. i paid and it declined so i retried, authorised the payment on my banking app and then page refreshed and took me back to the basket. checked my bank and my £100 upfront payment was taken. however ive had no order confirmation and nothing showing on app/website?

Re: payment taken no order confirmation

Chris_B — Sun, 13 Sep 2026 08:11:00 GMT

@Sofie04 Have you checked your spam folder?

Re: payment taken no order confirmation

Sofie04 — Sun, 13 Sep 2026 08:28:11 GMT

Hi Yes i checked this as well. nothing there either

Re: payment taken no order confirmation

Schockwave — Sun, 13 Sep 2026 11:38:23 GMT

@Sofie04 , the upfront payment should be pending in your bank account and if the item has not been approved, will be returned into your account within 8-10 days, other than that, I would suggest speaking to customer service to find out what is going on.

There is no account access here, so we cannot check for you.

Re: payment taken no order confirmation

Sofie04 — Sun, 13 Sep 2026 11:42:04 GMT

Hello, yes the payment is still pending. how long would it take to find out if it’s been approved or not. and what options do i choose when ringing because i’m not hearing one for customer service or issues with an order ?

Re: payment taken no order confirmation

Schockwave — Sun, 13 Sep 2026 11:44:23 GMT

@Sofie04 , if you ring customer service and then press option 2 you have the choice of speaking to one of them, I would try billing, they can then help and put you through to the right person if needed.

Re: payment taken no order confirmation

Sofie04 — Sun, 13 Sep 2026 12:03:53 GMT

hello thank you. i called and they advise because it’s the new iphone 18 pro i should wait until its actually released on 18th and if nothing comes through to ring again

Re: payment taken no order confirmation

Schockwave — Sun, 13 Sep 2026 12:06:58 GMT

@Sofie04 , thank you for letting us know, I had not realised that it was the new IPhone, you just have to wait until the 18th as you have ordered a preorder.

Re: payment taken no order confirmation

Peter_W — Sun, 13 Sep 2026 13:34:02 GMT

Welcome to the Community, @Sofie04

Just to be sure, when you spoke with our team did they check your XK order reference number and confirm if the order had gone through?

There is a separate system for online orders and your pre-order should be logged in here. It's definitely best to confirm 100% than risk waiting until release date and hoping.

The only thing you'd need to do is explicitly ask to speak with Web sales once connected with one of our Guides, who can then check the eOrder system.

Peter

Re: payment taken no order confirmation

October88 — Sun, 13 Sep 2026 15:05:35 GMT

Wow really that's the best these wonderful 50 year voted best network agents can do? Buddy phone back throw the gauntlet down if they don't inform you if your order was successful go elsewhere, ive been with orange then EE unfortunately for many moons, and every single year these experienced handlers have less experience than us customers IMO......they have your funds you have been most likely credit checked they know by looking and doing their emmm job, I ordered my partners 18 Pro max on flex pay they have oddly thrown me into the £59 Full works plan when I live in the busy town as it is? So luckily on friday when it arrives a nice for a change agent is putting the 20% perk nhs discount code and moving me down to a less waste of money EE scam, remember your the customer, you pay their wages by giving them business, it appears tho not many people have chosen to upgrade or are like myself awaiting for the duo fold iphone £2711 for my partners 18 Pro max 2TB in silver i dread to think what this 2TB folding iphone is going to set me back, but anyway goodluck and remember if your being refused credit for a phone try a sim only with EE first then they will build up a trust paying customer i believe 😉 or so I've read try not to keep applying especially for a premium expensive device its very unlikely unfortunately

Goodluck let us know and keep phoning to find out

Re: payment taken no order confirmation

Sofie04 — Sun, 13 Sep 2026 15:13:14 GMT

Hello, i don’t have an XK order reference number. when i paid, the website just refreshed and took me back to the basket. i waited like 5 minutes and checked my bank and the money has gone into pending. ive still had no order confirmation or anything. i paid last night around 9pm. when i called this morning they said there was nothing on the system and best to wait until friday. is it worth calling again to confirm? you are right cause i do not want to wait until release but thought it was my only option after the call

Re: payment taken no order confirmation

Sofie04 — Sun, 13 Sep 2026 15:19:47 GMT

Hi thank you. i do agree it’s a bit concerning they couldn’t confirm an order. they said nothing was on their system yet money has been taken from bank. i would just like to know if the order is confirmed or not since the money has come out. either they refund it or confirm the order but apparently all they can do is tell me to wait until release. thinking about it they should have something on their system for my order or how else are they going to confirm on release day..

Re: payment taken no order confirmation

Michael_D — Mon, 14 Sep 2026 07:23:52 GMT

I would recommend giving them another call @Sofie04.

If the order had been successful you'd usually see a confirmation screen with an XKO number, which is the order. If the page refreshed while you were attempting the payment, it is possible it didn't go through and the payment is left pending with the bank as you were attempting that payment.

The team would be able to see the order on your account if it did go through, and if it hasn't, they can help you to get it placed.

Michael

Re: payment taken no order confirmation

Sofie04 — Mon, 14 Sep 2026 08:49:00 GMT

Hello, i called again this morning and they immediately said after i explained the issue that likely the order failed and the pending payment will be returned over the next few days. basically what happened is they are waiting for authorisation of the order but obviously that wasn’t received so the money is basically in a limbo and will be returned when no authorisation is given from ee. and said that if no confirmation was received they can probably garentee no order has gone theough. so i asked to check my account and he said nothing there and to try again.. not sure whether to wait for the money or just order again now.

Re: payment taken no order confirmation

Michael_D — Mon, 14 Sep 2026 08:53:47 GMT

Thanks for the update @Sofie04.

It is entirely up to you if you want to try again and order now.

If our guides cannot see an order on your account, you would be able to try again, but this would involve making the payment again, and then the pending amount will be released back to your balance by the bank in the coming days.

Michael D

Re: payment taken no order confirmation

Sofie04 — Mon, 14 Sep 2026 10:03:48 GMT

Hello, i pre ordered again and got to the confirmation page this time. both payments are currently pending and nothing is showing on my account to show the order or when i try to track it. hoping this will update soon, not sure how long to leave it before it should be showing on my account as an order and available in the tracking. also hoping the failed order money will be returned shortly but last time i had an issue with a pending payment (not ee) it took well over 10 working days..

Re: payment taken no order confirmation

Michael_D — Mon, 14 Sep 2026 10:07:28 GMT

The timescales will depend on your bank @Sofie04, so we're not able to say how long it will take for sure.

You should receive an email with the order details, and it is worth checking your junk folder in case it drops in there, but if you've seen the confirmation page, that is more like what we'd expect to see.

Michael

Re: payment taken no order confirmation

Sofie04 — Mon, 14 Sep 2026 10:13:12 GMT

Hello, yes i understand it depends on my bank. i’m just curious about the preorder. i understand obviously the phone is not released until friday. will i receive any updates before then, i have the order confirmation email but unable to locate the order on my account ?

Re: payment taken no order confirmation

Michael_D — Mon, 14 Sep 2026 10:16:56 GMT

If you've just placed the order now, that would be normal, as it will need to be processed first of all @Sofie04.

Generally you wouldn't hear anything else until it is dispatched, unless there was a problem when it is being processed.

Once it has been dispatched you'd get a text or email with DPD tracking details, or if you have the DPD app, you'll receive a notification in the app.

Michael

Re: payment taken no order confirmation

Sofie04 — Mon, 14 Sep 2026 10:23:19 GMT

ahh ok. just thought i would be able to see the order on my account is all. thank you. i hope there are no more issues now !