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As an Administrator, use this guide when a Student asks whether an Offer purchase completed or reports missing access. Start with the Creatora order, then compare the payment in the connected Stripe account when the order was paid.

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Check the Creatora order

  1. Find the order and open Order details. Copy the order ID from the page address after /cms/order/; the detail page does not display it as a separate field.
  2. In Overview, check the state and original amount. Succeeded means Creatora recorded a completed acquisition. Open or Failed means it has not. Note any refund or dispute before interpreting the amount.
  3. Check the linked Student and the Included products. Confirm that the intended course or level appears and that the Student can actually access it. Guest may mean that no account was attached or that a previously linked account was deleted.
Amount is the original charge, including after a refund or dispute. Net total is a separate profit calculation.

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Match a paid order in Stripe

  1. In the connected Stripe account, select the correct test or live mode. Use Stripe Dashboard search for metadata:creatora_order_id=<order ID>, or locate a likely payment by date, amount, and Student email.
  2. Open the Stripe payment and check its PaymentIntent metadata. Its creatora_order_id must exactly equal the ID from the Creatora order page. Compare Stripe’s payment state, amount, and currency with the Creatora order.
  3. If needed, compare the Stripe Customer email with the linked Student’s email in Creatora. The email may differ if the Student changed it later. You can also compare the Stripe Customer’s creatora_student_id with the Student ID in the Admin Panel account URL.
The Creatora order page does not show the Stripe payment identifier, but the creatora_order_id metadata on Stripe provides the direct link back to the order. Do not identify a payment from email or amount alone.

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If the records disagree

If Stripe shows a successful payment but the Creatora order is not Succeeded, or if the order succeeded without the expected access, stop before asking the Student to pay again. Contact Creatora with the Creatora order ID, Stripe payment reference, and the observed mismatch. Do not send card details or secret keys. If the mismatch remains unclear, record the relevant details safely for Creatora support. If the order is Refunded or Disputed, compare the corresponding state in Stripe as well. Recording a refund or dispute in Creatora does not perform that action in Stripe. Do not record another local action merely to make the two views appear to agree. What happened during checkout? appears only when an Offer or coupon changed and shows part of the checkout history. Manual orders have no timeline there. Use the order ID and saved amounts when discussing a purchase; Student and product names can change later.