iphone 17 pro max pre-order, help

[lvc79]

Hi,

I pre-ordered an iPhone 17 Pro Max on September 13, 2025 and received an email confirmation, but when I try to check the order status, the EE website can’t find it. I don’t understand—will it only be visible after the phone has been shipped? I just want to see the current status of my order.

Thanks

HUbert

[XRaySpeX]

See what others in Phone 17 Pro and Pro max Pre order Thread / that time of the year again. have experienced.

[Marcusp1974]

I was having trouble with mine but when I entered the order number it wouldn’t work but got another email with a reference number which was just numbers and that works 

[Jdwhittles]

Im In exactly the same position I’ve tried to ring EE there isn’t really an option for the problem hopefully we will here sometime over the weekend. 

[Marcusp1974]

I honestly don’t hold much hope now with EE shocking they really are just like most big companies. Advertising yesterday order online delivery on launch day 🤣 Encourage to order online and it takes over 24 hours aledgedly for your order to complete 

[Debbym]

I’m having the same issue. I only ordered on Tuesday and they say first come first dispatched. Says can’t track 

[Leanne_T · Accepted solution]

Morning everyone. 

Thanks for coming to the community. 

If the online order tracker is showing an error message, please give us a call and the team can check the order has been fully processed and get the online order tracker looked into.

Once your order has been dispatched, DPD will be in touch with tracking details to let you know when this will be delivered. 

Thanks. 

Leanne.

[lvc79]

Hi  Leanne

I spoke to the hotline but they told me that I placed the order online and they couldn't help me and that I should contact them online. So who should I contact? I paid in advance and I have no information.

Thanks

Hubert

[Ali_A]

@lvc79 

I'd recommend giving Customer Service team another call . They'll be able to pop you over to the Digital Sales Team where a guide can check your order went through correctly. 
Or reprocess the order if didn't complete. 

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 did not complete 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. 

Please keep us updated with how you get on. 

Ali 

[Marcusp1974]

Don’t suppose you can tell me why I got confirmation email at 1313  on the 12th but according to your system my order wasn’t received till Saturday 13th even though I done it online because it’s meant to be easier 

Thanks