Placed an order, money taken but no confirmation or order number!

[Lthomas21]

Anyone else had this problem! Took payment and the screen went blank and no confirmation??

[Ali_A · Accepted solution]

Hi @Lthomas21 

Welcome to the EE Community

You can contact our Digital Sales team who'll check if your order was processed successfully Contact Us | Help & Support | EE 

When an order is placed the system send a payment request to your bank, but we don't actually take the payment until we process the order. 
Your bank will set the payment aside as "pending" until we take it. 

Just so you are aware- if the order doesn't get processed, the bank will release the "pending" payment back to your account after 10 days. Only your bank can release it any sooner. 

Ali
 

[Hillers23]

I placed order yesterday for iPhone 16 pro max paid £30 upfront payment then screen went blank no confirmation email no reference number checked bank said pending checked again this evening money has been released does this mean my phone is on its way still no email have checked junk too 

[Michael_D]

Hi @Hillers23 

Welcome to the community.

if the payment is showing as completed, it would usually mean the order has gone through but I'd recommend giving our customer service guides a call so they can check the order to make sure.

You can see how to reach the team on our Contact Us page.

Michael