Quick answer

Use this article when an order exists in another system but is not visible in Logentic.

At a glance

What you are doing	What you need	Good result	Contact us if
Use this article when an order exists in another system but is not visible in Logentic.	Confirm the order number and store. Confirm when the order was created.	The order appears in Logentic or support has enough information to investigate without a long back-and-forth.	Multiple orders are missing, fulfillment is blocked, or the issue appears after a migration/cutover.

Confirm the order number and store.
Confirm when the order was created.
Check whether the order has tags, holds, payment issues, or fulfillment restrictions.

Search for the exact order number in Logentic.
Clear filters in the order list.
Check whether the order belongs to another merchant, warehouse, or country view.
Confirm the order is eligible to sync from the source system.
Send support the order number, store, created time, source system, and screenshot if it is still missing.

The order appears in Logentic or support has enough information to investigate without a long back-and-forth.

If this happens	What to do next
Only one order is missing.	The order may be filtered, tagged differently, or not eligible yet.
Many orders are missing.	This may be a broader sync issue. Contact support and include examples.

Multiple orders are missing, fulfillment is blocked, or the issue appears after a migration/cutover.

Email Logentic Support: best for detailed requests, screenshots, or follow-up context.
Open in-app chat: fastest when you are already signed in and need help in context.
Call Logentic: call +1 438-256-9777 for an urgent launch, warehouse, or fulfillment blocker.
Request Slack support access: ask us to add your team to a shared Logentic support channel.