The most likely explanation is that the fan didn't enter an email address during checkout. This is a simple fix. For instructions on how to require this, check out our past support article.
To investigate fan inquiries, navigate to the "Orders" tab inside your Single Dashboard. Here you can search fan emails or order numbers, and even resend the delivery email. For information regarding your order management page, check out our dedicated support article.
Still having issues? Reach out to us ASAP via chat or email and we'll get it sorted out.
Published on: 02 / 21 / 2019