No certificate was issued for an order

Issuance stops for one of six specific reasons, and they are checked in this order. Working down the list resolves almost every case. The most common after a settings change is that the trigger is set to Fulfilled, not Paid.

Check these in order

1. Auto-issue is switched off.

   With auto-issue paused, orders are ignored entirely and nothing is recorded against them. The dashboard states plainly whether auto-issue is on, so check there first.

2. The order has not hit your chosen trigger yet.

   You choose whether certificates are issued when an order is paid or when it is fulfilled. If your trigger is set to fulfilled, a paid-but-unfulfilled order correctly issues nothing. This is the single most common "it stopped working" report after a settings change.

3. The order had no eligible line items.

   Gift cards are skipped by design, so an order containing only gift cards issues nothing.

4. Tag opt-in or an exclusion skipped the products.

   If you have limited issuance to tagged products, only products carrying your opt-in tag are certified. Check the tag on the product matches exactly, including hyphens (capitals are ignored). Products you excluded under Never certify these, or anything that is not shipped when that box is ticked, are skipped too.

5. You have reached this period's certificate allowance.

   Each plan includes a monthly allowance, and once it is used, further certificates are skipped rather than queued. The counter resets every 30 days. The dashboard shows how much of the allowance is used and warns you as you approach it.

6. The certificate already exists.

   Certificates are unique per physical unit, so a redelivered or replayed webhook returns the existing certificate instead of issuing a duplicate. Two of the same item on one order correctly produce two certificates, not one.

How to fix it

• Turn auto-issue back on, or switch the trigger, in Settings → Issuance. The change applies to the next order.
• Add the opt-in tag to the product, or remove the exclusion.
• For an order that was skipped, certify it from Past orders (search by order number and tick it), or issue one by hand from Certificates → Issue a certificate.
• If the allowance is the cause, wait for it to reset or move to a larger plan in Plans.

If it still is not working

Send us the details listed on Still stuck and we will read the issuance record for that order.