No Confirmation, Not Showing in "My Orders"

[Lennon5]

Hi all,

I recently ordered the new iPhone 16 Pro Max on a Pay Monthly plan with data through the EE website. The upfront cost has been taken from my bank account, but I haven’t received an order confirmation email, and the order isn’t showing under "My Orders" on the site.

The mobile number from my previous contract was linked to my profile, but that number is no longer in use as the SIM has expired. I'm wondering if EE might have tried to contact me via that number and I missed it?

At this point, I have no confirmation, no order number, and no idea if the order has actually gone through. Has anyone experienced this before or know what I should do next?

Thanks in advance for any help!

[Debbie_G]

Hi @Lennon5.

Welcome to the community.

I know you'll be keen to get an update on your order.

Have you been able to check your Junk/Spam folder for any emails from EE? 

When did you place your order?

Debbie

[Lennon5]

Hi Debby,

Thank you for getting back to me.

In relation to your question, yes I have checked my junk and spam and nothing there.

I made the order yesterday, although I have had no signs of purchase confirmation VIA email or on the website.

Please could you let me know if there are any further steps to this process. 

Thank you again!

[Michael_D · Accepted solution]

Thanks @Lennon5 

Did you see an order confirmation screen at the end of placing the order at all?

If you've not received anything yet, it may be worth speaking to our customer service guides, who can search for the account and the order for you.

Michael

[Lennon5]

Hi Michael, 

Thanks for getting back. 

It was very weird, after putting my card details in and confirming it reloaded onto a new page, this page was completely blank although it said 'Your Order' in the top left of the screen, I kept refreshing but the page was still completely blank. Maybe some sort of site glitch or bug? 

Thank you for letting me know, I shall get in contact with them. 

Have a great day!

[Michael_D]

I think it may be best to give them a call @Lennon5.

If it was a blank screen, there is a chance the order didn't go through, but they'll be able to check it for you.

Michael

[Sgtginge]

I have had this too. Blank screen with "your order" in the left corner. 

The upfront money has left my bank account, but no confirmation email and no way to call EE. Any ideas?

[Debbie_G]

Hi @Sgtginge.

Welcome to the community.

Have you been able to check your Junk/Spam folder for any emails from EE? 

If you haven't received any confirmation, I'd recommend getting in touch with our guides, they will be able to search for your order and get you an update.

Debbie 

[Raghad3]

Hi, I’m experiencing the exact same issue. I recently placed an order and the payment has already come out of my bank, but I haven’t received a confirmation email and nothing is showing in “My Orders” on the EE website. I’ve checked my junk/spam folders and every other folder in my email, but there’s still no confirmation. Could you please advise on what I should do next to confirm my order and make sure it has gone through?

[Peter_W]

Good morning @Raghad3 👋

Welcome to the EE Community!

Could you please let us know exactly what it is you ordered here, and if this was an upgrade, additional line on an existing account, or a brand new contract?

It's also worth checking to make sure the payment you've made here isn't still pending, as sometimes if an order fails this can still show as pending until it's released back to your bank.

Peter