topic Re: canceled order in Sky Mobile

canceled order

charlie170 — Mon, 15 Dec 2025 14:37:21 GMT

So I tried to order the iphone 17 pro max through sky. I have been with sky for multiple years, The phone I have now the 36 month contract has finished to a wanted an upgrade. When i tried to order it sky said they need to do more checks, i then received an email from sky saying that i've been accepted for credit. So i attempted to place my order and now its been cancelled. How can they tell me one thing and then do the other?

Re: canceled order

Daniel0210 — Mon, 15 Dec 2025 14:40:45 GMT

@charlie170
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.

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.

This link may also prove useful
https://www.sky.com/help/articles/sky-credit-builder

Re: canceled order

Jo375 — Tue, 16 Dec 2025 09:54:53 GMT

I've just experienced the same thing! Just bizarre!

Re: canceled order

caesarome — Tue, 16 Dec 2025 09:58:24 GMT

@Jo375

There is a second deeper credit check that takes place if you pass the first one so if your order has been cancelled then it might be because you have failed this second one.

Re: canceled order

Bilal143 — Mon, 26 Jan 2026 21:07:14 GMT

I wanted to order the iPhone 17 Pro Max, but the iPhone 17 Pro got ordered instead.

Re: canceled order

63johnw — Mon, 26 Jan 2026 21:16:47 GMT

@Bilal143 wrote:
I wanted to order the iPhone 17 Pro Max, but the iPhone 17 Pro got ordered instead.

Hi @Bilal143 you will need to call sky to cancel that order and place a new order for the phone you want. This will involve another credit check.