Order not able to be tracked

[Stevieharrison5]

Have had the confirmation email but cannot track on the app 

[Chris_S]

Hi @Stevieharrison5 It's great news that you've done a new order with us.

Are you trying to track the order on your EE order tracker, or our courier's tracker?

Chris S

[Stevieharrison5]

H,I have used the online tracking but it keeps saying it has timed out.

[Chris_S]

Thanks for letting me know @Stevieharrison5 

Could I just double check, is that the EE app, or our couriers DPD's app?

Chris S

[Stevieharrison5]

Using the EE app as don’t have the dispatch tracking number to locate it on DPD app 

[Stevieharrison5]

I have the order confirmation email with order number starting with XKO does this mean the order has been accepted ? It was for the Samsung 24+ ultra which is in stock. 

[Chris_S]

Brilliant, thank you @Stevieharrison5 

An XKO number is produced when your order has been logged, but it may still not have been picked up by a member of our processing team and physically processed yet.

I'd love to make sure that you get some clarity on your order, so I'd recommend giving us a call on 150 from an EE phone, or 07953 966 150 from any other line, then a guide get this looked into for you.

Chris S

[Stevieharrison5]

I have had the direct debit mandate sent to me so does this not mean the order has been processed?

[Chris_S]

@Stevieharrison5 You'll need to get in touch with us to get more information about the order.

You can find all options on how to contact us here: Contact Us | Help & Support | EE

Chris S