Phone order cancelled

Clarebear07 — Sat, 28 Jun 2025 14:16:27 GMT

Hi I made an order on sky mobile it was succesfull, I then when to order a second phone and plan on same account and it was succesfull and then cancelled, the payment was taken and all can someone be help?

Re: Phone order cancelled

Daniel0210 — Sat, 28 Jun 2025 14:24:31 GMT

@Clarebear07
It’s possible you may have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel the order sometimes arrive out of sequence. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.

topic Phone order cancelled in Sky Mobile

Phone order cancelled

Re: Phone order cancelled