Why Orders May Not Appear When Logging In with Shop PayUpdated 14 days ago

We’ve seen an uptick in questions that sound like: “Where is my order? I logged in, but nothing’s there.” If that’s you, don’t panic—your order is almost certainly safe. What you’re running into is an email mismatch between accounts.

Let’s break it down.

The Short Version

Your order history is tied to the email address used at checkout, not automatically to Shop Pay. If the email on your Shop Pay account is different from the email you used on our previous site (or on past WSP orders), those orders won’t show up under your Shop Pay login.

Different email = different account.

How This Happens

Here’s the most common scenario we’re seeing:

• You placed orders on our prior site using Email A (your original WSP login).
• You later checked out or logged in using Shop Pay, which is tied to Email B.
• When you log in with Shop Pay, you’re viewing the account associated with Email B.

Because those emails don’t match, your past orders under Email A won’t appear—even though they absolutely still exist in our system.

Important to Know

• Logging in with Shop Pay does not merge accounts automatically.
• Shop Pay creates or accesses an account based on the email attached to Shop Pay, not your historical WSP email.
• This can make it look like your order disappeared, when it’s really just living under a different email address.

How to Find Your Order

Try the following:

1. Log out completely.
2. Log back in using the email address you originally used when placing the order (not Shop Pay).
3. Check your order confirmation email to confirm which email was used at checkout.

Still stuck? We’ve got you.

Need Help Linking Things Up?

Our Customer Support team can help locate your order and walk you through the best next steps. When reaching out, it helps to include:

• The email address you believe was used to place the order
• Your order number (if available)
• The name and shipping address on the order

Pro Tip for Future Orders

To keep everything clean and visible in one place, we recommend:

• Using one consistent email address for WSP and Shop Pay
• Logging in before checkout whenever possible

Less confusion, more making. That’s the goal. 

If you’re ever unsure, reach out. We’ll help you track it down—no detective work required.