No order confirmation email!

[Holly922]

I placed an order for a phone contract last night and paid the upfront cost and I’ve received my plan details but I’ve had no confirmation email with an order number or anything? I’ve tried ringing but there’s no options to ask about ongoing orders and the chat messenger bot says they can’t help me online so not really sure what to do! 

[Ritu_D · Accepted solution]

Hi @Holly922 

Welcome to the community. 

I can imagine you are eager to receive your order; as you placed this last night it may still be processing with our web sales team. 

Please could you check in your spam/junk mail to see if your confirmation email is in there? The payment should be showing as pending with your bank.

When a order is placed a payment request is sent to your bank, but the payment wont be taken until the order is processed. Your bank will set the payment aside "Pending" until we take it. 

If for any reason the order does not get processed the bank will release the "pending" payment back into your account.

If you've still had no success after checking all the above, our team should absolutely be able to help with this; just make sure when connected to a Guide to ask for web sales.

Thanks 

Ritu