topic Re: My order was cancelled in Sky Mobile

My order was cancelled

Johana12 — Sat, 29 Nov 2025 11:42:51 GMT

My order was cancelled a week after purchase, which I find unacceptable because I already bought accessories for the device I purchased from you, and then after seven days you cancelled it without reason. I need an urgent response explaining what happened, as this has caused me harm because now I don't have time to get a device elsewhere.

Re: My order was cancelled

GD1 — Sat, 29 Nov 2025 11:50:56 GMT

@Johana12 You won't get a respoinse from Sky regarding your order, no one on the community Sky Staff or fellow customers has access to your orders or account.

You will need to call, however th most likely reason is failing a credit check, Sky can only tell you is you failed this but not why.

Re: My order was cancelled

Daniel0210 — Sat, 29 Nov 2025 13:06:22 GMT

@Johana12
For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

As stated above 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.