topic Re: Device ordered & cancal automatically in Sky Mobile

Device ordered & cancal automatically

Akhlakleemda — Mon, 18 Nov 2024 19:17:42 GMT

I order a device all process are is successfully completed and device ordered after few second mail came yo my eamil order was cancelled. I couldn't understand what happened can you solve this problem was i am facing. Thanks

Re: Device ordered & cancal automatically

63johnw — Mon, 18 Nov 2024 19:21:45 GMT

Hi @Akhlakleemda you aren't talking to sky CS here, just fellow customers. This normally happens if you have failed Skys enhanced credit checks. Call sky and they will confirm this but won't be able to tell you why, that's something you would need to look into with a credit agency.

Re: Device ordered & cancal automatically

caesarome — Mon, 18 Nov 2024 19:21:54 GMT

@Akhlakleemda

This might have happened if you have failed the credit check that takes place. You can call Sky to find out if this is what has happened as they can answer this for you but as Sky is not allowed to view your financial records they can not tell you why you have failed the check. You might want to look into this yourself by signing up to a site that allows you to view your records, one credit checking site they use is Experian so you could sign up to a free trial with them, just remember to cancel.

If this is the case then any upfront charges that you have paid should be refunded within about 14 days.

Re: Device ordered & cancal automatically

LujainOmer — Sun, 26 Oct 2025 15:02:55 GMT

Hi, I'm facing the same problem, I called them and they didn't provide any help. Please let me know if you Got any help

Re: Device ordered & cancal automatically

Daniel0210 — Sun, 26 Oct 2025 15:05:39 GMT

@LujainOmer wrote:
I called them and they didn't provide any help.

@LujainOmer

As the above replies on this old thread state, it's likely you've 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.

Also perhaps check that Sky have the correct spelling of your name.

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 contact Sky to chase it up.