Hi Jane, welcome to our Community en welcome to Odido! Nice to see that you chose us for your mobile subscription and thank you for filling in your profile. I'm happy to clarify this for you. I've looked into your order, and I see that you have Bunq as your bank. Do you only have a digital bank card? Digital bank cards are not accepted as a verification method by delivery company AMP. Do you have a physical bank card? Then, your bank account number is not on the card, this is sometimes the case with Bunq and Revolut banks, but the bank account number must be on the bank card for them to accept it. 

Did the delivery man from AMP say anything else about what was going to happen to your phone? Normally if they can't deliver the phone, the order gets cancelled, however your order has not been cancelled (yet), and I can't cancel it now. I hope to hear from you soon, and in the meantime, I will also forward this case to my colleagues from Order & Delivery, to see what we can do. No worries, even without a bank account number on the card, my colleagues in the shop can follow a work around to get you your phone. But I'm going to find out if we can get your phone to a shop or if we can cancel your current order, so that you can do another one (and choose for pick up in the shop)! 

Hi Jane, I've heard back from my colleague, and in his system the order has been cancelled. My system needed some more time to process this. To get your subscription and phone soon, you can place a new order on Odido.nl and choose for pick up in one of our Shops. You can find a shop near you on this page. My colleagues in the shop can use the workaround to complete the verification with your Bunq bank card, and all should be good. Will you keep me up to date? I'd love to hear from you! 

Hi ​@Marciano van Odido, I will place an order again now and choose to pick up my chosen item. The card I'll be using has the account number printed on it. I just wanted to ask, what happened to my previous down payment that wasn't refunded? Can I still use it for my new order?"

Hello ​@JaneR 

That payment will be refunded within 14 days, you can't use it for your new order.

Good morning Jane, good to hear that your bank card has the account number printed on it! What ​@Waqqas says is correct, you will receive the payment back within 14 days. Please keep us up to date about receiving the money back and picking up your new order!