topic Re: Order booted back to beginning in Orders

Order booted back to beginning

harvmarks4 — Mon, 28 Sep 2026 21:17:51 GMT

Hi tonight I went through the process of buying the new iphone 18 with a contract with EE. Leaving Sky. I went through the process of selecting my phone, my sim options etc. did the credit checks and security. Received the contract summary email. Then paid. After paying I got booted back to the beginning but at the same time had the money leave my bank. (It says pending, but most payments do initially). I haven’t received a confirmation email or order reference, not had anything since the ‘your plan details, contract summary’ email but obviously don’t want to reorder and end up with two contracts. Can’t contact EE at the moment obviously due to the time but just a bit frustrating as just wanted to finally get this done.

Re: Order booted back to beginning

Ali_A — Tue, 29 Sep 2026 08:17:42 GMT

Hi @harvmarks4

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order wasn't completed, they can manually reprocess the order for you.

Just so you know, the upfront payment made was only a pre-authorisation, which is held as "pending" with your bank. We'll only complete the payment when the order is processed.
If the order is not completed we don't take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. Usually after 10 working days.

Ali