I can't find my order — am I signed in with the right account?

You clicked the link in an order email and the app or website shows "Order not found" or "This order belongs to another account"? You are probably signed in with a different account than the one used for the purchase.

Why this happens

You can end up with two Opla accounts without realising it: for example one created with an email address and password, and another created via "Sign in with Google" or Apple (which uses your Gmail or iCloud address). Each account has its own orders, conversations and wallet.

How to check

1. Open your profile and look at the email address of the signed-in account.
2. Compare it with the address that received the order email.

If the two addresses are different, that is the cause.

The solution

Sign out, then sign back in with the method and address used for the purchase (the one receiving the order emails). Your order will then appear in "My purchases".

If you still cannot find your order after that, contact us via the chat and mention the email address that received the order confirmation.

Updated on: 11/07/2026