> ## Documentation Index
> Fetch the complete documentation index at: https://www.help.creatora.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Verify or troubleshoot an order

> Match a Creatora order to its Stripe payment and check the Student's access.

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.

## Check the Creatora order

1. [Find the order](/en/orders/find-an-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.

## Match a paid order in Stripe

1. In the connected Stripe account, select the correct test or live mode. Use [Stripe Dashboard search](https://docs.stripe.com/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.

## 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](/en/understand-creatora/record-what-happened-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.