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.

[Chris_S]

Thanks for updating me @Antoniao.

There is a chance that it may still be waiting to be processed, in which case you'll receive confirmation when it's been done.

When you order a phone online, the phone payment is held until the phone is sent out, however, if the order has not gone through, the payment will be released back into your bank within 10 working days.

Chris S

[James23421]

That's just happened to me paid upfront £30 for a Google Pixel 10 pro, payment went through, got a email for the contract but no order confirmation for the phone.

[Debbie_G]

Hi @James23421.

Welcome to the community.

I'm sorry to hear you haven't received your order confirmation yet. Once an order is processed, you’ll receive a confirmation email and you’ll be able to track it on the Track Your Order page.

If you haven’t received a confirmation email within 24–48 hours, and you’ve already checked your inbox and junk folders, please contact our team with your order details so they can check everythings gone through.

Debbie