Customers reported orders missing
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A customer reported his order was missing from its account. The order is still in the backend. I switched to other users’ account and checked the order status at frontend. They are gone as well.
All the plugins and themes are up to date.
The page I need help with: [log in to see the link]
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Hi there!
I understand how concerning this can be. We’ll be happy to assist you in getting this issue resolved.
To help us investigate properly, could you check and confirm if the affected order shows the correct customer email under WooCommerce → Orders → Edit Order?
Have you made any changes to your site recently after which this issue started appearing (such as plugin updates, theme changes, or custom code additions)?
To further investigate, I’d like to understand your site setup in detail. Please share the following:
• System Status Report, which you can find via WooCommerce → Status
• Fatal error logs (if any) under WooCommerce → Status → LogsPlease use https://pastebin.com/ or https://gist.github.com/ and share the link here in your reply.
Once we have this information, we’ll be able to assist you further and identify the root cause.
Hi @shahzeenfarooq,
Thanks for response. Customer email is correct in edit order page. I migrated my site to a different hosting recently and deleted WPML plugins and all the secondary language content after migration.
Below is the status and fatal error logs. Please check
woo status – Pastebin.comHi there!
Thank you for the update, this is helpful.
Since orders are correctly visible in WooCommerce admin and the customer email is properly assigned, the next step is to isolate what is affecting the “My Account” display.
From the logs you shared earlier, there is a critical error coming from Funnel Builder Pro plugin, which can interrupt frontend account pages and order queries.
Also, since you recently migrated the site and removed WPML, there could be some leftover data or relationship inconsistencies affecting how orders are linked on the frontend.
could you please try those steps:
Temporarily deactivate the Funnel Builder Pro plugin and check if customers can see their orders again in “My Account. If possible, re-save permalinks:
- Settings → Permalinks → Save Changes
If that does not work, please run a conflict test by deactivating all plugins except WooCommerce and switching to a default theme like Twenty Twenty-Five to see if the issue still occurs.
For more details on how to run a conflict test, you can refer to this guide:
https://woocommerce.com/document/how-to-test-for-conflicts/I would also suggest running this test on a staging site so your live site remains unaffected. You can use this plugin to create a staging site:
https://ww.wp.xz.cn/plugins/wp-staging/Let us know what you find.
I created a staging site and deactivated all plugins except woocommerce and switched to default theme twenty twenty five. The frontend order is still missing.
Hi there!
Thank you for taking the time to run that test that’s really helpful.
Since the issue is still happening even with only WooCommerce active and a default theme like Twenty Twenty-Five, we can rule out a plugin or theme conflict. That points more toward a data-related issue rather than something interfering on the frontend.
Given that you recently migrated the site and removed WPML, it’s quite possible that some order-to-user relationships or metadata didn’t carry over correctly, which can affect how orders appear in the My Account page.
To assist you further, could you please open one of the affected orders in WooCommerce → Orders and check what is shown in the Customer field at the top of the order?
- Does it show the customer’s name (linked to a user account)?
- Or does it show “Guest”?
Sometimes orders can still contain the correct email address but not be properly linked to a user account, which would prevent them from appearing under “My Account.”
Also, if possible, please check:
- If you create a new test order while logged in, does that order appear in the account page?
This will help us confirm whether the issue is affecting only existing orders (likely migration-related) or new ones as well.
Some of the orders missing from frontend was placed after site migration and WPML removal.
Some orders before migration also do not show in the frontend.
In the customer field, it shows “guest” not a customer name. I linked it to the customer and then it showed up in the frontend now.
After linking the user account (among these linked orders, some placed before migration and some after), still some orders can’t link to a user account. I realize it may be because I enabled “guest checkout”.I think the issue is still not solved.
Hi @shahzeenfarooq ,
One more question: is there a way to judge whether the order is placed by a guest?
Hi @breadf,
Thanks for the detailed update and for taking the time to test and share your findings, this really helps narrow things down.
From what you’ve described, you’re absolutely on the right track. When an order shows as “Guest” in the Customer field, it means the order is not linked to a registered user account, even if the email matches an existing customer. In that case, the order will not appear under the My Account → Orders page for that user.
To answer your question directly, here are a few ways to tell if an order was placed by a guest:
• In WooCommerce → Orders → Edit Order, check the Customer field at the top
→ If it shows a name with a link, it’s tied to a user account
→ If it shows “Guest”, it was placed without being linked to a user
• You can also confirm this by checking if the order has a User ID associated with it, guest orders do not have one
What you’re seeing is expected behavior when guest checkout is enabled:
👉 Orders placed as guests are not automatically linked to user accounts
👉 Therefore, they won’t show in the customer’s account page unless manually linked
Since this is happening both before and after migration, it suggests:
• Some orders were placed as guests originally
• Others may have lost their user linkage during migration or WPML cleanup
For next steps, you have a couple of options:
• Continue manually linking important orders to users (as you tested)
• Disable guest checkout moving forward if you want all future orders tied to accounts
• Optionally use custom code or plugins to auto-link orders by email, though this falls outside core WooCommerce functionality
Here’s a guide on managing customer accounts and checkout behavior:
https://woocommerce.com/document/configuring-woocommerce-settings/#accounts-and-privacy
To help confirm everything is working as expected going forward, could you test placing a new order:
• While logged in
• And another as a guest
Then check how each appears in the frontend account page
Let me know what you find from that test, happy to continue digging into this with you 👍Hi @lovingbro
Thanks for response.
I can confirm 1 order was placed more than 10 days after migration and WPML removal, and it’s not linked to the customer who is registered.
And there are several orders were placed before migration and with WPML in place yet, and they are not linked to the customer who is registered.
It’s clear now. I checked with the customer. He placed the order as a guest before registration, so the system didn’t link it to his account. I think it’s the same reason for other unlinked old orders
Hi there!
Thank you for the update that helps clarify the situation.
Yes, that’s correct. If a user creates an account but places an order as a guest checkout, even if they use the same email address, the order will not be linked to their account in “My Account”.
For the order to appear under their account, they need to be logged in before placing the order, so WooCommerce can properly associate the order with their user account.
This also explains why older or previously placed guest orders are not showing in their account section.
Before you go, If you felt supported through the issue, a quick review on ww.wp.xz.cn would mean a lot. It helps others feel confident choosing it, knowing there’s help when they need it.
Leave a review here: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/#new-post
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