Ordered a Phone Contract, upfront payment got taken, no email confirmation.

[Randomer2023]

Hiya, 

I recently ordered an Iphone 15 Contract on the EE website, its taken the money out of my bank account but i have had no confirmation email at all. It just refreshed the page when the payment was approved.

[becxq]

Nope doesn’t show as pending it’s come out fully so not sure what’s going on

[Katie_B]

Thanks for getting back to me @becxq. 

I'd recommend giving us a call so our teams with account access can look into this further. 

Katie

[JRay96]

Hi, 

I've also encountered a similar problem whereby I have ordered a pay monthly contract on a Samsung Galaxy S25 Ultra, the upfront payment has been taken, there's a confirmation email but when attempting to track the order, the XKO order number is not valid and there's no follow up email either. This order was placed on the 7th March 2025 and there's been nothing since. 

[Debbie_G]

Hi @JRay96.

Welcome to the community.

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

Once your order has been processed, you would get a text or email from DPD, or a notification in the DPD app if you have this, when the phone is with them and ready for delivery.

If you'd like to check your order, please get in touch and our team will be happy to help.

Debbie 🙂

[Ab1998]

Same just happened to me, screen went blank the payment has left my bank but no confirmation in email and spam

[Katie_B]

Hi @Ab1998. 

Since your post, have you received confirmation?

Katie

[Johann77]

Hello 

I recently ordered an Iphone 15 Contract on the EE website, its taken the money out of my bank account but i have had no confirmation email at all. It just refreshed the page when the payment was approved

[Katie_B]

Good morning @Johann77. 

Thanks for ordering with us. 

What colour and memory size did you go for? 🙂

When did you place your order?

Katie

[Kp198412]

Hi Katie

I got an XKO order number does that mean I am approved?

[Leanne_T]

Morning @Kp198412 

Thanks for coming to the community. 

Once the order has been fully processed you will receive another email after the confirmation email, to let you know the order was successful, declined or if the sales team need any further details.

You can give us a call on 0800 956 6000 and the team will check the order for you and let you know if this was accepted 🙂

Leanne.