Something went wrong with my order

[AleksandraAr]

I made an order a few weeks ago to change my prepaid bundle to a postpaid subscription with keeping my phone number. But something went wrong and my order has disappeared from account and I didn't get a new sim card by post.

[Cecilia]

Hi @AleksandraAr, welcome here!

What a strange situation! I would love to figure this out for you. I can't find any order on your mobile phone number. I'm curious if you have an ordernumber for me, so I can check this in our system. Can you please add this ordernumber to 'Personal Information' in your Community profile? Thankyou!

[AleksandraAr]

Thanks @Cecilia ! I added my order number to Personal Information

[Vincent · Accepted solution]

@AleksandraAr Thanks! Unfortunately I can not find this order in our systems at all. In this case I would like to recommend you to call or chat with our colleagues from the department 'Status Order'. They can dive further into it.