Home & My Order
In the Home section of My Account you can view the following information:
Your contract information
Your connected number
View the status of your order
Track the delivery of your parcel
Download a copy of your Welcome Pack
Print a Proof of Purchase
In my cashback you have 2 options.
The first is My Claim status, from here you can:
Claim your redemption cashback throughout your contract. When you are ready to claim, a Due Now option will appear which will allow you to upload a copy of your bill. It normally takes us 7 working days to process a claim. Once processed your claim will show as either accepted or rejected, by clicking this text you’ll see a copy of the email we sent you regarding you claim.
If you’re unable to view the information for your claim just visit My Helpdesk and Contact Us where our agents are available from 9 am till 8 pm Monday to Friday and 9.30 am – 6pm on Saturdays. They will be able to assist you in getting the information you need.
Once the network have confirmed your number from your old contract has moved over to your new contract with us, you need to let us know.
Just enter your new number and select Change Number. We’ll then send you a validation code to make sure it’s correct. Enter your validation code to confirm your new number with us and you’re done.
From here you can view our Help & Support pages which give you information on frequently asked questions.
Here you will find a Contact Us option; our agents will be available to chat from 9 am till 8 pm Monday to Friday and 9.30 am – 6pm on Saturdays, this also works on tablets and smartphones. When our agents are offline you’ll be able to email us by completing a form in the Contact Us section.
You also have a My Messages section which has a record of all correspondence you’ve had with us. Whether they are cashback claim emails or emails to our customer service team, they’re all recorded here.
It’s important we know when you’ve changed your details. Once you’ve changed your details with your network provider please visit this section to update any of the following:
Home telephone number
If you need to change your name our agents are available from 9 am till 8 pm Monday to Friday and 9.30 am – 6pm on Saturdays, alternatively you can visit your local Carphone Warehouse store with proof of name change and photo ID.