Cancelled order

Berniedawg — Mon, 19 Jan 2026 18:08:32 GMT

I have been into the shop twice now. And every time I go home and verify my ID and face it sends me an email saying it's cancelled. I have no debt nothing. I don't know why. I'm frustrated now and so unhappy with sky

Re: Cancelled order

Daniel0210 — Mon, 19 Jan 2026 18:10:24 GMT

@Berniedawg
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. 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

topic Cancelled order in Sky Mobile

Cancelled order

Re: Cancelled order