A customer cannot see their reserved orders

A customer opens the Order Summary page and sees nothing, or gets a login prompt when they expected to see their held orders. This is one of the most common support questions and almost always has a quick fix.

Most common causes

• Not signed in. The page shows a login prompt for anyone who is not signed in. Ask the customer to log in.
• Different email address. The customer account they are signed in to uses a different email from the one they entered at checkout. Held orders are matched by email, so a mismatch means they see nothing.
• Check the purchase route. Ordinary orders may not be managed by Addora, but a qualifying native preorder can enter automatically. Inspect the actual record in Operations rather than inferring eligibility from the shipping name alone.
• The order was already shipped or removed. If a held order has already been released and shipped, it moves out of the "pending" view. The customer may need to look at their standard Shopify order confirmation email instead.
• Customers can manage held items inside Shopify customer accounts or on the configured storefront page. Account extensions need customer accounts; the storefront route also supports classic accounts on themes with app blocks. Test the selected surface while signed in with the purchase identity.

How to confirm the fix

1. Ask the customer which email they used at checkout. Then ask which email their customer account uses. If they differ, they need to sign in with the checkout email (or you can look up the order in Shopify Admin and check the customer record).
2. Check in Operations: Orders (in Addora ↗) that the order exists and has a status of "Shipping Pending". If it shows as shipped or does not appear at all, the order is not held.
3. Visit the Order Summary page yourself while signed in as a test customer to confirm the block is loading. A blank page usually means the Addora app embed is not toggled on in the theme editor.

Still stuck?

If the order exists, the email matches, and the block is live but the customer still cannot see their order, reach out to support with the order number and customer email. We can check the status directly.