Quick answer: Issue means your order is paused because we need something from you. Our team can't resolve it for you, so the order won't move until you act.
Common reasons
We need a detail from you, like a size, color, or pricing confirmation.
For a gift card: identity verification hasn't been completed. The gift card won't be ordered until you finish verifying. See "Why am I being asked to verify my identity?"
An item stayed queued too long. If a gift can't be ordered after sitting in the queue for a while, we'll email you with the option to keep waiting or refund the amount to your Throne Balance or back to your original payment method. If you choose to keep waiting and we're still unable to process it, the order moves to Issue with a note explaining it couldn't be ordered in time.
For Partner Store gifts: we don't have a delivery address we can ship to. Either there's no address on your account, or the store doesn't ship to your country. Add an eligible address and we'll place the order, or resolve it from your Orders dashboard by refunding your fan or refunding to your Throne Balance. Refunding to your Balance carries the standard 9.75% service fee. Adding an address or refunding your fan doesn't.
What to do
Check your email and your Orders dashboard. Issues are resolved from the Orders dashboard in a web browser, on mobile or desktop. They can't be resolved in the app. Provide what's been asked, or complete verification, and your order will move again.
When to reach out
Your order shows Issue but you can't find any request in your email or Orders dashboard, you've already provided what was asked and the order hasn't moved, or none of the options shown for your Issue fit your situation.