Order cancelled

[Kayleigh81]

I got an email and a message on my sky account saying my order has been cancelled but on the sky orders it still shows as completed and awaiting delivery. 

[Daniel0210]

@Kayleigh81 

Is this for a mobile device?

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.

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.

[Kayleigh81]

It's not for a mobile it's for a sim and a laptop when it comes to the credit checks it's all already been checked beforehand of me purchasing it but as you said it might be a sequence email and message since nothing when it comes to cancelling has showed up on my actual order process. 

Thank you.