Why Orders May Not Appear When Logging In with Shop PayUpdated 8 days ago
We’ve been hearing this one a lot lately: “Where’s my order? I logged in and it’s gone!”
Take a deep breath. Your wax, wicks, and fragrances haven’t vanished into thin air. What’s happening is almost always an email mix-up behind the scenes.
Let’s clear the air.
The Short Version
Your order history is tied to the email address used at checkout — not automatically to Shop Pay.
So if your Shop Pay account uses a different email than the one you used on our previous site (or for past orders), those orders won’t show up when you log in.
Different email = different account.
No mystery. No missing boxes. Just tech doing its thing.
How This Happens
Here’s the scenario we see most often:
You placed orders on our prior site using Email A (your original login).
Later, you checked out or logged in with Shop Pay, which is connected to Email B.
When you log in with Shop Pay, you’re viewing the account tied to Email B.
Since those emails don’t match, your past orders under Email A won’t appear — even though they are absolutely still safe and sound in our system.
Your candles didn’t disappear. They’re just sitting under the other email. 😉
Important to Know
Logging in with Shop Pay does not automatically merge accounts.
Shop Pay pulls up the account connected to the email attached to Shop Pay, not your historical login.
It can look like your order is missing, when it’s really just living under a different email address.
How to Find Your Order 🔍
Try this:
Log out completely.
Log back in using the exact email address you used when placing the order (not Shop Pay).
Check your order confirmation email — it will show which email was used at checkout.
Nine times out of ten, that solves it.
Still not seeing it? Don’t worry. We’ve got you.
Need Help Sorting It Out?
Our Support Team is happy to track everything down and make sure you’re squared away.
When reaching out, please include:
The email address you think was used
Your order number (if you have it)
The name and shipping address on the order
The more details you share, the faster we can help. 🖤
Pro Tip for Future Orders
To keep everything glowing smoothly:
Use one consistent email address for both your TFC account and Shop Pay.
Log in before checking out whenever possible.
Simple, clean, no confusion — just the way we like it.
If you’re ever unsure, reach out. We’re here to support you whether you’re pouring your first candle or shipping your thousandth. No detective hat required. 🕵️♀️✨