canceled order

[charlie170]

So I tried to order the iphone 17 pro max through sky. I have been with sky for multiple years, The phone I have now the 36 month contract has finished to a wanted an upgrade. When i tried to order it sky said they need to do more checks, i then received an email from sky saying that i've been accepted for credit. So i attempted to place my order and now its been cancelled. How can they tell me one thing and then do the other? 

[Daniel0210]

@charlie170 
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.

This link may also prove useful
https://www.sky.com/help/articles/sky-credit-builder 

[Jo375]

I've just experienced the same thing! Just bizarre!

[caesarome]

@Jo375 

There is a second deeper credit check that takes place if you pass the first one so if your order has been cancelled then it might be because you have failed this second one.