Order not showing on my account

[Xtt]

Placed an order for a new phone, received confirmation email for order, dispatch email hasnt been sent been two days, check for my order on 02 account order not found. Upfront payment taken out of my account. Still don't know why order still hasn't been shipped.

[jonsie Level 94: Supreme · Accepted solution]

You only get the dispatch email once the order is with the courier. That won't happen unless the phone is in stock. This could be the reason it isn't showing on your account.

If it's a new account it may have been referred for a credit check.

Your best option is to call them first thing in the morning.

Guide: How to find help & contact O2 

[TallTrees]

Hello @Xtt 

Welcome to the o2 community forum 🎅❄☃️

As suggested contact o2 customer services and find out the position with your order. 

You'll be happier when you are informed 👍

Hope all goes well for you and your phone arrives soon.  TallTrees 

[Marjo]

Hey @Xtt , sorry to hear you had some concerns about your order status earlier. Did the advice above from @jonsie  help at all and did you get any info from customer service? It would be lovely to hear how you get on.