Unsure about my confirmation email

[Paigemx]

Hey everybody. 

I ordered myself an iPhone 17 pro max with SIM a few hours ago, and I still haven’t received any sort of confirmation or notification that EE have received my order. 

I’ve checked my email is correct on the account, and I’ve checked my junk mail and there’s still no sign of confirmation. 

I have seen a few posts on here saying that once the item is in stock you’ll receive an email, but when I ordered it said that it should be dispatched within 24hours. The £30 has completely left my bank account for this purchase and I have no proof whatsoever of my purchase or confirmation of my order apart from the transaction to EE. Other people have been having the same exact issue as me, but I’ve not seen anything that helps. 

I can’t even phone EE due to me purchasing this phone to replace my current broken one. I looked online for some sort of online chat or chat bot that may help, but all I got told was “give EE a phone” sort it out like that. No help whatsoever. 

I really hope somebody can help me or give me some advice, I’m kind of worried that I’ve just been scammed. (It was the verified EE app)  It doesn’t even tell you when you’ll receive your confirmation or that it will be delayed until they have stock. 

This is my first purchase from EE and it’s not looking good so far and I’m considering just trying to get my money back and heading somewhere else, unless I can get help with my order. 

Thank you. 

[Paigemx]

Hello everybody,

I’m hoping somebody can help me. I purchased an IPhone 17 pro max about half an hour ago and it hasn’t seem to have sent me a confirmation email? The money has been taken from my bank account but there’s nothing come through to say it’s been ordered. I’m just worried as the moneys come out, but I have no proof of purchase or anything like that yet. 

it told me that my item is due to be dispatched within 24 hours, so I assumed I’d get an email straight away, 

I really hope somebody has an answer for me or something. 

thank you! 

[Michael_D · Accepted solution]

Hi @Paigemx 

Welcome to the community.

I can understand your concern with not receiving the email, but I'm sure there is nothing to worry about.

While the confirmation email usually comes through very soon, at times it may take a little longer.

In terms of the money you've paid, it would go as a pending payment with your bank and only be taken by EE once the order is processed. This means that if the order doesn't go through for any reason, it would be returned back to your balance by the bank in around a week.

If you've still not heard anything later today, you would need to speak to our customer service guides so they can bring up your account and check the order.

You can find the numbers to call the team from any phone on our Contact Us page.

If you don't have access to another phone yourself, or aren't able to borrow one from a friend or family member to call, you can also visit an EE store who can put you in touch with our customer service guides.

Michael

[Paigemx]

Thank you Michael, I appreciate it! 

[Chris_S]

No problem @Paigemx 

Just let us know if you need any further assistance with anything else.

Chris S

[Maiz24]

Hey , 

did you get this sorted before this has just happened to me too with the same phone 🙂 

[sshini93]

Hi I have similar situation, upfront payment has been taken but says pending on my bank still, ordered yesterday in the afternoon. no confirmation email whatsoever which is so strange. Also after the payment got taken and when the page refreshes it was blank. The only email I got from EE is pre contract information and contract summary email before the upfront payment. Feeling frustrated as even when I contacted customer service yesterday they can’t find anything yet on the system. Any updates on your side

[Paigemx]

Hiya. 

I’ve realised that you don’t get a confirmation email until EE finish their credit check (takes Upto 24-48 hours) and if you pass you’d get a phone assigned to you (if the phone you purchased is in stock) but if you don’t pass they will cancel you’re order and refund you you’re money back. 

I really didn’t like that I wasn’t told this when I purchased my phone in the first place because it would have been very helpful to know. 

[sshini93]

Thank you for your response. Oh wow so true and they should really not take any upfront payment if that was the case. Providers like Vodafone they do the checks before they take any upfronts and I assumed that would be the same with EE. Still waiting for a response from them but now regretting picking EE as it seems like communication wise is poor

[Paigemx]

Yea, I 100% agree. The communication aspect just isn’t there. I was sat here worried incase I’d been scammed or something like that. Aha. I’m glad I was able to help!