Contract saying cancelled at my request

[Mamabear01]

I placed an order for a s24 ultra I received the key information email then a cancelled email followed by thank you for ordering with sky mobile. When I log into my sky to track the order it says in progress coming soon however I have the following emails and now just received an email saying they have cancelled my order as requested? I haven't requested anything. So is my order processing or has it been cancelled/declined 

[caesarome]

You might want to call to double check because usually if you receive a cancelled email, even if it arrives out of order, it can mean that you have failed the credit check.

If you have failed the credit check then this will be something you need to look into yourself. You could sign up on a free months trial at somewhere like Experian which will give you access to your credit record. If you do this remember to cancel before the free month finishes.

[Mamabear01]

It's so confusing as the cancelled came before the thank you for your order email. Then of recent I got the cancelled as requested email. The my sky app says in progress coming soon but no products to show. Do you know the number to call at all please 

[caesarome]

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

When asked why you are calling you might need to say nothing so it redirects you through to a person to talk to.

[Mamabear01]

Thank you 

[Cole6]

What was the issue? Did it get cancelled or not?

The same thing just happened to me. 

[Daniel0210]

@Cole6 

Is there a possibility you've failed one of the credit checks?

Emails confirming or cancelling 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.

Any upfront payment you’ve made should hopefully be refunded after about 14 days.

[Cole6]

If this is the case, does that mean nothing will happen? There is no order placed and I don't have to worry about doing anything else?

I can just go about my day as normal

[Daniel0210]

@Cole6 

You'll need to call Sky to clarify the current position.