Page failed to load midway through paying for an upgrade

davidbreslin101 · ‎10-05-2026

I have been purchasing a mobile upgrade online. The page failed to load at exactly the point when I was paying for the upfront cost of the phone. I can't work out how to tell if that payment went through or not, and I don't know if the payment for the plan had already been taken. They're not showing up on my account yet. Is there any way to check? What can I do if one of the payments went through and the other didn't? Calling 150 just sent me round in pointless circles for 15 minutes.

(I am currently locked out of online banking, for extra fun.)

Ali_A · ‎11-05-2026

Hi @davidbreslin101

Great to hear you were looking to perform an upgrade, sorry to hear it glitched out while placing your order.

Usually we'd say wait 24 hours to see if the order went through and check your online bank, but I totally understand you'll not be able to do that at the moment!
Have you received an email to confirm the order was received? It will show an order number which you can track on our Track Your Order page

If not I'd recommend giving our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. (You can press option 2 as your very first option which will take you through to the usual Customer Service menu).

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

Just so you know, the upfront payment you made at the time of your order would only be 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 payment does show today but 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.

Let us know how you get on. I hope you manage to get your banking access sorted quickly!

Ali

View solution in original post

Ali_A · ‎11-05-2026

Hi @davidbreslin101

Great to hear you were looking to perform an upgrade, sorry to hear it glitched out while placing your order.

Usually we'd say wait 24 hours to see if the order went through and check your online bank, but I totally understand you'll not be able to do that at the moment!
Have you received an email to confirm the order was received? It will show an order number which you can track on our Track Your Order page

If not I'd recommend giving our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. (You can press option 2 as your very first option which will take you through to the usual Customer Service menu).

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

Just so you know, the upfront payment you made at the time of your order would only be 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 payment does show today but 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.

Let us know how you get on. I hope you manage to get your banking access sorted quickly!

Ali

davidbreslin101 · ‎11-05-2026

I got an email with the contract details, but not one with an order number. I guess that means the payment hasn't gone through. I think I'll leave it one more day and then call Customer Service.