Order phone

[Gosialinka93]

Hi. I just placed an order. The money was debited from my account during the initial payment, but no order number was displayed. I'm not sure if the contract was concluded. I didn't receive a confirmation email and I don't have an order number.

[Chris_S]

Hi @Gosialinka93 

I can imagine it's concerning when you're unsure if your order has gone through or not.

Could you check your email's spam folder to see if you have an email from us in there please?

When you've got to the end of the order, an XKO reference will be displayed, which you can use to track your order.

Chris S

[Gosialinka93]

While placing the order, after entering my card details, I moved to another tab on the website. The page stopped loading. No information with an order number appeared. And when I checked my account balance, I was charged for the device as usual. I don't have any messages in my spam folder, let alone any other folder. I don't have an order confirmation or number. The EE stationary office told me to call EE, but I didn't get anything done. They told me to wait an hour and if I didn't receive a confirmation, I should call again. This is pointless.

[Chris_S · Accepted solution]

Thanks for letting me know @Gosialinka93 

We'd need to take some details so that we can check if the order has been completed, so giving us a call would be the best option.

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. If the order did not complete, we will not take the payment, so your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 
Chris S