Troubleshooting

When something looks wrong, work down the relevant section in order. Each step takes seconds and rules out a likely cause before the next.

Discount doesn’t apply at checkout

This is the most common report. About 90% of the time, one of the first three steps catches it.

1. Is the customer signed in? Discounts only apply to signed-in customers. Confirm at the storefront — the header should show their name or Account. If they’re a guest, prices stay retail no matter what.

2. Does the customer have the wholesale tag in Shopify? Open their record in Shopify admin → Customers → search and scroll to Tags. You should see a tag like wholesale-<group-slug> matching the group they belong to in the app. If the tag is missing:

   • Open the customer in Customers in the app and confirm they show up.
   • If they’re in the app but not tagged in Shopify, open their row’s kebab menu and choose Re-sync tag.
   • If they’re not in the app at all, add them.

3. Did you just save a price rule? It can take a few seconds for a change to reach checkout. If you tested within 5 seconds, retry.

4. Is another Shopify discount taking precedence? If the customer has a discount code applied at checkout that isn’t combinable with product discounts, Shopify will pick whichever is better for the buyer — sometimes that’s the code, not the wholesale price. Remove the code and re-test.

If the customer has the right tag, the function is active, and you’ve waited long enough — and the discount still doesn’t apply — open the Discount logs in Shopify admin (Discounts → … → Logs). The log shows what the function returned for each cart, which usually points to the exact rule that didn’t match.

Discount applies, but the wrong amount

The amount is some discount but not what you expected.

1. Is there a price rule for this product? A rule overrides the group baseline. Check Pricing → [group] for the product.

2. Is there a volume tier active for this quantity? Tiers can beat both the baseline and a rule when the cart quantity reaches the threshold. The lowest of all candidates always wins.

3. Is there a variant-level rule or tier? Variant-level entries override product-level entries for the same group. Check the variant explicitly in the picker.

4. Are you comparing the right currency? If your store has Shopify Markets enabled with a non-default currency, the buyer may see a converted price. The wholesale percentage applies to the converted price — small rounding differences are normal.

Customer tag is gone but they’re still in the app

Someone removed the tag manually in Shopify admin, bypassing the app.

• If the customer should still be wholesale, open their row in the app and choose Re-sync tag from the kebab menu.
• If the customer shouldn’t be wholesale, open their row and choose Remove from group. The app cleans up its own state.

In neither case does the customer get the discount until the tag is on their Shopify record again.

Customer tag is present but they’re not in the app

Someone added the tag manually in Shopify admin (or a different app).

• The discount does apply at checkout — the tag is the source of truth there.
• The customer doesn’t show up in the app’s Customers list, which means the app can’t help you manage them (group changes, tier moves, etc.).

To bring them under management, open Customers → Add customer, find them, and add them to the matching group. The app finds the existing tag, links the membership, and you’re done.

Registration form doesn’t appear on the storefront

You added the form to your theme but it’s blank or not visible.

1. Is the section actually placed? Open the theme editor for your live theme, navigate to the page where you added the Wholesale Registration section, and confirm it’s still in the section list. Section placements can be lost during a theme update.

2. Is a form selected on the section? Click the section in the theme editor and check the settings panel — it should show the form you want to render. If the dropdown is empty, no form is selected.

3. Is the form Enabled? In the app, Registrations → Forms. The form’s status should be Enabled. If it’s Disabled, the storefront block renders nothing.

4. Did you save the theme? Theme editor changes don’t take effect until you click Save at the top right.

Form submits but no application appears

A buyer says they submitted the form but nothing’s in the queue.

1. Refresh the page — the queue list doesn’t auto-update. The submission may already be there.

2. Check the status filter. Set it to All (not Pending) and look again. Spam-like submissions are sometimes auto-rejected.

3. Confirm the buyer used the right form if you have multiple. The Form column tells you which one each application came through.

4. Check the buyer’s email for typos. If they typed their email wrong, the application is still saved (you can find it by name) but you won’t be able to email them about the outcome.

If none of those find the application, the form submission may have failed on the storefront side. Have the buyer try again from a regular browser (not Incognito, in case of cookie issues).

Approval email didn’t arrive

The applicant says they didn’t get the approval email.

1. Check the spam folder. Shopify-sent emails sometimes land there, especially for new email addresses.

2. Confirm the email address is right. Open the application — double-check the email field for typos.

3. Re-send the email. Open the application’s kebab menu and choose Re-send approval email. Same template, same variable values.

4. Send a manual welcome. If automated email is genuinely failing (rare), copy the customer’s email address out of the application and email them yourself. The customer record and tag are already in place — only the email is missing.

Hide-prices or MOQ doesn’t work on the storefront

You toggled Hide prices for non-wholesale customers or Minimum order quantity on, but the storefront behaves as if the setting were off.

1. Is the Wholesale Storefront embed activated? Open Settings → Store Settings in the app. If a yellow banner appears saying “One more step to apply your settings to the storefront”, click Activate in theme editor, flip the embed on, and save the theme. The toggles only take effect after the embed is active.

2. Did you check on the right theme? The embed has to be active in the theme buyers actually see (your Live theme). If you’re previewing on a draft theme, activate it on the draft separately or publish the changes to live.

3. Cache. Some themes cache pages aggressively. Hard-refresh the product page (Cmd/Ctrl+Shift+R) to bypass the cache, or wait a minute for it to expire.

Sync delay seems excessive

Edits in the app should reach checkout within a few seconds. If you’ve waited a full minute and a change isn’t reflected:

• Refresh the storefront cart page (sometimes the cached price is the old one).
• Confirm you actually clicked Save and saw a confirmation toast.
• If the issue continues, contact support — there may be an upstream Shopify rate limit or a temporary outage that’s not visible in the UI.

Still stuck?

Reach support from the Help menu in the app. Include:

• What you were doing when it happened
• The customer’s email (so we can look up the right record)
• A screenshot of the unexpected behaviour

The more specific the report, the faster we can help.