New phone order

[Alyx97]

I have ordered a new phone, I had an email saying the order had been cancelled but on the app it says it's complete and I will be receiving it soon 

[PandJ2020]

---

@Alyx97 wrote:

I have ordered a new phone, I had an email saying the order had been cancelled but on the app it says it's complete and I will be receiving it soon 

---

Usually an indication of declined credit.

[Daniel0210]

@Alyx97 
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.