No sign of sim order or subscription on website or app

[Simon019]

I placed an order the the ultimate full works sim only deal including Xbox game pass ultimate a couple of hours ago. I’m trying to view the order on my account to make sure everything is correct but there’s no trace of the order or the game pass subscription besides the confirmation email.

i have also not been billed yet (my last provider charged upon order, not sure if EE is different) 

upon trying to view the bills section of my account I’m met with an error and another error when trying to view my plans and subscriptions. 

Is anyone able to help, is my order meant to be visible on my account and when should I receive my subscription, or even how to claim it when the page doesn’t work. Also when would the first billing be.

[Schockwave]

Hello @Simon019 ,

Welcome to the community,

Have you checked your spam/junk folder to see if there is a confirmation order there? This happens quite often. 

If you have received the order confirmation, then it should be there and once you are up and running with the network, you should get the Xbox game pass.

You would probably have to wait to see it on your account, as if you are a new customer, then you will have to wait until the first bill, which will contain one month in advance payment plus the rest of this month, so will be more than the amount quoted, this if you are a new customer, otherwise I suggest you speak to customer service to find out more.