Unable to track order

[KatyMc1]

Why when I enter my order tracking details does it keep telling me I have no active orders 

I recieved the confirmation , and paid the up front cost for the device and it said next day delivery but ive heard nothing all day. I really need a update as I'm going in to hospital Tuesday for treatment so if its not gong to arrive by then I need to cancel my order and go elsewhere 

[Northerner]

Hi @KatyMc1 

Try downloading the DPD app.

If order tracking is not working then you'll need to speak to EE CS on 150.

Thanks 

[KatyMc1]

There's nothing on my DPD app. 

The tracking page either does not work or says my order number does not exist. 

I recieved the sucessful order confirmation email , contract plan etc with the order number in , its the correct order number I was sent because I coppied and pasted it to the tracker. Even if it was still in the processing stage it would still display it to say order being processed right ? 

[Michael_D]

Hi @KatyMc1 

If you are using the order number starting XKO, it won't show in the order tracker. That one is the web order number and there would usually be another order number after the order has been processed.

What phone, including colour and storage size did you order? I can check the stock to make sure it is available.

Michael

[KatyMc1]

xko********* - iPhone 17 lavender 256gb. 

[Mod edit - removed order number. Please do not post personal or account details in the community]

[Michael_D]

Thanks @KatyMc1 

It is showing that model is in stock with expected dispatch within 1 day. 

When did you place the order?

Michael

[KatyMc1]

In the early hours of 19th December so around 34 hours ago. 

[Michael_D · Accepted solution]

It is normal to have not heard anything else if it was only early yesterday @KatyMc1, as you'd normally only get something when it is on the way after getting the initial confirmation email.

Generally deliveries are only Monday to Friday, so you may not heard anything until tomorrow evening at the earliest for delivery from Monday.

If you want to know for sure that it has gone through and to check the order number for the tracking, you'll need to give our customer service guides a call so they can check the order on your account.

Michael