Mobile phone

[Cheyannlou21]

I ordered the iPhone 17 pro max 256gb in silver this morning at 9:42 I received an email saying thanks for your order with an order number and an email stating my contract summary but haven’t heard anything furthermore I have no idea if I’ve been approved for it or if it’s been cancelled the upfront payment has come out of my bank it’s still in the pending section but I’m not sure that mean could someone please help on what happens next and tell me if I’ve been approved for the phone or not 

[Chris_B]

@Cheyannlou21  If the order is cancelled by EE for what reason you’ll be notified.    You could try calling customer support.   Just to inform you theres roughly a 14 day waiting time on this model spec 

[Cheyannlou21]

Would I have been notified by now if the phone was cancelled and it wasn’t coming or does it take a while for them to notify me 

[Cheyannlou21]

I just would like to know if I’ve been approved for the phone or not I tried calling the customer service team and they couldn’t give me a straight answer 

[Ali_A]

Hi @Cheyannlou21 

Please check your junk/spam folder in case any emails are accidentally filtered there asking you to contact us. 
If you've not received a follow-up email confirming your has been processed you'll need to give our Customer Service team a call where a guide in the Digital Sales team can check your order went through successfully. 
You can also check your order number on our Track Your Order page if the order number is recognised or not.  

If the order couldn't be processed, the team can discuss the reasons why and what additional steps we need to take to manually complete 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. 

Ali 

[Cheyannlou21]

 

 

the only emails I have received are these emails I have had nothing else in my spam or anything I have only received these and I don’t really know what these mean does this mean that I have the phone and I’ve been approved or what 

[Ali_A]

@Cheyannlou21 

Thanks for the screenshots. That looks like it's only the original order received email, not the order processed confirmation email. 

What message do you see when you try the XKO Order Number on our tracking page? 

Ali 

[Cheyannlou21]

 

I have just received this email too so what does this mean does this mean I’ve been approved and the phone is coming to me?

[Kirsty345]

Following as in a similar situation with neither order numbers working on tracking 

[Elliedean]

I never received this email