payment taken no order confirmation

[Sofie04]

Hello, i was preorder the new iphone 18 pro this evening. i paid and it declined so i retried, authorised the payment on my banking app and then page refreshed and took me back to the basket. checked my bank and my £100 upfront payment was taken. however ive had no order confirmation and nothing showing on app/website?

[Michael_D]

I hope not @Sofie04. Enjoy the new phone when it arrives.

Michael

[Sofie04]

hello sorry i have another question.. if the order is not showing in my orders, will it show for one of the agents if i call again and ask them to check.. im scared ive now got two orders on the go and the first one just didn’t produce confirmation? obviously i do not want two phone/sim plans

[Michael_D]

I would give it a bit more time, possibly until tomorrow, for it to be processed @Sofie04.

If you still cannot see it then, you can give us a call and they can check it for you, but don't worry you won't have two orders.

Michael

[Sofie04]

ok. i shall leave until tomorrow and then check again, im guessing just need time to process the request

[Sofie04]

Hello,

in short i tried to reorder the new phone saturday evening, website refreshed on payment and no order confirmation came through but the money has gone into pending.

i called customer services twice, once sunday midday and second early monday morning. first advised to wait until friday and that nothing was in their system, second advised that likely the money will be refunded as the checkout failed and nothing is on order, so i need to try again. i tried again yesterday morning after the call and got an order confirmation email this time. 

i now have two pending payments and cannot view my order anywhere.. i tried clicking on my orders and nothing shows other than option to track so i check that and it just comes up with nothing again.

im not sure what is happening and im scared i now have two preorders for the new iphone along with a sim plan each. obviously i do not want two plans and i definitely dont want to spend money on both.

does anyone know what i can do to see the order anywhere and check there’s definitely not two orders for myself and what to do if there is two orders ? 

I have found this incredibly frustrating and irritating as this should have been really simple but instead ive ended up with two payments coming out of my account and multiple days of faffing around and being uncertain on what is happening with my money and preorder

[Michael_D]

Hi @Sofie04 

I've merged your post in with your previous thread so we can keep everything together.

The money will go into pending with your bank when you attempt a payment, and will only be taken once the order is processed.

If the first order did not have a confirmation number and cannot be seen by our guides over the phone when you called yesterday, that one won't have gone through, so you do not need need to be worried about getting two pre-orders.

We don't have access to see anything on your account or order through the community so if you would like to know if the second order has gone through, I would recommend giving our guides another call so they can view your account.

Michael