Manage guest customers and KORONA synchronization

Use this article when an online checkout customer is marked as a guest, a customer needs a permanent account, or a KORONA customer synchronization is pending or failed.

Understand guest customers

A new online checkout can create a customer with the Guest badge. A guest keeps the contact and order history needed for the purchase, but may have no ToucanTix or KORONA customer number.

Depending on your organization's policy, ToucanTix either omits these guest customers from KORONA or synchronizes them in the background. An intentionally omitted guest does not show a pending or failed KORONA status.

Do not convert every guest automatically. Keep the record as a guest when the person only completed a one-time checkout and does not need a regular customer account.

Open a numberless customer from an order

You can open and edit a customer before KORONA has assigned a customer number:

Open Sales > Orders and select the order.
In the customer section, select Edit.
Review or update the customer details.

ToucanTix uses the customer number in the URL when it is available. While the number is pending, ToucanTix uses a stable customer link instead, so this workflow remains available.

Convert a guest customer

Convert a guest when the person should become a regular customer, for example before enabling a shop login or maintaining an ongoing customer relationship.

Open Sales > Customers.
Search for the customer by email, name, or order number.
Open the record and confirm that it shows the Guest badge.
Open the primary action menu and select Convert guest customer.
Confirm that the Guest badge disappears.
If the account uses KORONA, wait for any KORONA sync pending badge to disappear before expecting KORONA-linked exports.

Conversion is incomplete when ToucanTix reports an error. The customer remains a guest, and no partial regular account should be used.

Read the KORONA synchronization status

Status	Meaning	What to do
No synchronization badge	The contact is synchronized, or the guest is intentionally excluded according to your organization's policy.	No action is required unless the expected customer is missing in KORONA.
KORONA sync pending	ToucanTix has queued the customer for background synchronization.	Wait and refresh the customer record.
KORONA sync failed	The most recent synchronization attempt failed.	Open the badge details, note the time and customer, and follow your integration support procedure.

The raw failure detail is visible only to authorized back-office users. Do not copy credentials, tokens, or other secrets into support messages.

Understand invoice and delivery-note export holds

For a regular customer who requires KORONA synchronization, ToucanTix holds the KORONA invoice and fiscal delivery-note export while the customer is pending or failed. This prevents an export without the required KORONA customer link.

The export becomes eligible after the customer synchronization succeeds. A guest that is intentionally excluded from KORONA is not held for customer synchronization.

Troubleshooting

Problem	What to check
The customer still shows Guest after conversion	Check the error shown by ToucanTix. Correct the underlying KORONA connection or customer data issue, then try the conversion again.
KORONA sync pending does not clear	Wait for the background retry, refresh the record, and note the customer email and approximate start time if support is needed.
KORONA sync failed appears	Check the badge detail as an authorized back-office user. Confirm KORONA availability and contact ToucanTix support if retries continue to fail.
An invoice or delivery note is not in KORONA	Open the customer first. Pending or failed customer synchronization intentionally holds the export until the required customer link is available.
A guest is missing from KORONA	Confirm your organization's guest synchronization policy. Intentionally excluded guests are expected to remain without a KORONA customer record.

When contacting support, include the ToucanTix customer link, customer email, affected invoice or delivery-note number, approximate time, and the visible synchronization status.