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Welcome to this user forum. @biancacantwell
I have moved your post to this new thread, so you can get personal help from the community or moderators, so please watch this thread for updates.
What are the first three letters of the sales refernce (NOT the VOL number)?
If you cannot find it then try https://www.bt.com/appsordermgmt/secure/listoforders.do
Look for the sales reference on this page, top right. It should start with either AJM or BTC
It may also be on the email you received from BT, confirming your order.
These references are only issued on orders that have successfully tracked back to the referring site.
Was your order changed in any way, perhaps it had to be cancelled and then re-ordered?
Hi @biancacantwell Thanks for sending over your details. I raised a case with our promotions team and they normally take 2-3 days to get back to us. I'll update you as soon as I hear back from them.