My order was cancelled

Moniquesousa — Fri, 31 Jul 2026 11:20:43 GMT

I placed an order and paid for it, but I received an email saying it was canceled with no explanation as to why. I want my money back!

Re: My order was cancelled

Daniel0210 — Fri, 31 Jul 2026 11:54:52 GMT

@Moniquesousa
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

It’s possible you may have failed one of the 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 so you’d need to contact Sky to chase it up.

topic My order was cancelled in Sky Mobile

My order was cancelled

Re: My order was cancelled