topic Re: Cancellation . in Account & Billing

Cancellation .

AfiaP — Wed, 03 Dec 2025 16:41:10 GMT

I made a purcasrywhivh was confirmed.. Some few minutes later I got an email for cancellation meanwhile I did not request for the cancellation of my order. what do I do?

Re: Cancellation .

caesarome — Wed, 03 Dec 2025 16:45:16 GMT

@AfiaP

This might have happened if you have failed the second more enhanced 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: Cancellation .

Borz13 — Thu, 04 Dec 2025 20:28:26 GMT

Hello, I received a cancellation email for my order, but I did not request any cancellation.

Could you please check why my order was cancelled?

Here are the order details:

– Apple iPhone 17 Pro Cosmic Orange 512GB

– Unlimited Data Plan

The email says the cancellation happened on 4 December 2025.

I want to continue with my order. Please tell me what I need to fix or provide. It turns out that the money was written off now and they will return it back in 2-3 weeks, this is ridiculous

Re: Cancellation .

Daniel0210 — Thu, 04 Dec 2025 20:32:24 GMT

@Borz13
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.

Re: Cancellation .

MightyQuinn — Thu, 04 Dec 2025 20:33:20 GMT

@Borz13 wrote:
Could you please check why my order was cancelled?

Hi @Borz13 I'm afraid that nobody here can check for you. Please see Welcome below for information about this community.