No confirmation email

[Macyk25]

I ordered an iPhone 16 pro max last night and when the payment was accepted my screen went black and no confirmation on screen or email was sent. Ring customer service they told me to wait 24hrs but it’s not on.

[Schockwave]

Hello @Macyk25 ,

Welcome to the community,

It is not 24 hours yet since you ordered, but have you checked your spam/junk folder to see if the confirmation went there?

What is not on?

[Macyk25]

Yes, I’ve checked my spam/junk folder, I’ve also checked my messages and I’ve received no confirmation email even though they have took the money out my bank. I can’t even track my order as it’s saying I need a reference number. Seems like this has also been happening to other customers. I don’t know if I’ve been accepted or not for the contract, i would just like some confirmation.

[Schockwave]

@Macyk25 , I would suggest waiting the 24 hours, but you can always ring customer service to get confirmation of your order, we have no account access here and do not know who you are, so would have to ring them. I suspect if they have taken the payment, then your order will have gone through, you will otherwise get your money back, so no worries on that score.

[Macyk25]

I’ve waited over 24 hours and I’ve still had no confirmation email or any update. I’ve tried ringing to solve this problem but can’t get through. The money for the new phone contract has been taken out my account, like I’ve already stated I can’t track the order as I need a reference number and didn’t receive an email. I’m not happy about this service at all. 

[Katie_B]

Hi @Macyk25. 

I am sorry to hear you have still not received any confirmation. 

When you are calling are you calling 150 from an EE handset?

What colour iPhone 16 Pro Max did you go for?

If you could also provide me with the memory size that would be great. 

Speak soon, 

Katie

[Macyk25]

I ordered an iPhone 16 pro max in desert titanium, 25GB storage, I got a eSIM it’s supposedly plastic free and built into the device, it’s a 36 month new phone contract with EE (unlimited essentials plus plan) I paid £30 upfront. And it’s £67.82 plan/contract a month

[Katie_B]

Thanks for confirming @Macyk25. 

Our stock level is pretty good for this device I'm not sure as to why this has not progressed. 

When calling us are you calling 150 from an EE handset?

Katie

[Macyk25]

I just don’t understand why I’ve had no confirmation email, it’s been 2 days and I’ve not had any update, email or messages to say if it’s on the way. I don’t even know if I’ve been accepted for the contract as I didn’t have no email sent to me. I rang a different number, will I have to wait and ring until Monday now? I’m just confused what’s happening as the money has been taken out my account.

[Alex_H]

@Macyk25 You wont need to wait until Monday to check on the order, our team are open over the weekend 8am to 8pm to give them a call. They will be able to take your details to see if there is an order for you in our system. 

When you do try and place an order with an upfront cost, a pending transaction will be placed against your card, if that transaction has completed in your bank it would suggest the order has been completed. But if its still showing as pending the order may not have completed, but it would be best to give us another call when you get a chance so one of our guides can check and confirm.

Alex