cancelled message

[sky142]

Hi I ordered a phone contracted it says i got approved all went through on my order it says processing but i got a message saying my order has been cancelled so is it coming or cancelled?

[GD1]

@sky142  You're only asking other customers and we have no access to your account or order, however it likely you've failed the enhanced credit check if your order is cancelled.

[Daniel0210]

@sky142 
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 call Sky to chase it up.