No confirmation email

Thomasf · ‎22-10-2025

Hello, I’ve recently switched to EE and yesterday I brought the iPhone 17 pro on contract with eSIM. It’s has been a day later and I haven’t received any confirmation email or delivery details etc and when I try to track my order on the website it says either that the order is incorrect or timed out. Not sure what to do as it has taken the money from my account and only left me with an order number.anyone know what to do? Cheers

Ali_A · ‎23-10-2025

Hi @Thomasf

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 didn't complete correctly, they can discuss what additional information we need from you to manually process 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.
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali

View solution in original post

Northerner · ‎22-10-2025

Hi @Thomasf

You'll need to speak to EE CS on 150 about your order if order tracking is not working.

Have you checked your Junk/spam folder.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

Ali_A · ‎23-10-2025

Hi @Thomasf

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 didn't complete correctly, they can discuss what additional information we need from you to manually process 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.
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days.

Ali