These troubleshooting tips are only intended for stores that installed B2B Wholesale Hub before February 5, 2026. If you installed the app after February 5, 2026, use the app blocks guide.
Check if the app is still syncing
After you create or edit a discount, Wholesale Hub may need time to sync before the discount appears on the online store.
Check the app's dashboard for the sync status to confirm whether syncing is still in progress.
Check tag letter-case
Discount tags are case-sensitive. The customer tag in Shopify must match the discount tag exactly.
For example: If you enter wholesale in the app, make sure your customer tag is wholesale and not Wholesale.
💡 Spaces count too! Be sure that there isn’t a hanging space on the end of the tag when you create it or enter it on a customer account.
Check that products are in targeted collections
For a product to be discounted, it must be in a collection targeted by the customer’s discount tag.
Steps to check:
“In Shopify admin → Products, open the product and review its collections.”
“In Wholesale Hub, open the discount tag and confirm which collections it targets.”
To confirm this is set up correctly check a product in your shop admin under the Products section, and see what collections it can be found in:
Next check your discount to see what collections it currently targets:
Products that are found in those listed collections will be eligible for the discount you are reviewing.
Products are available on the Online Store
B2B Wholesale Hub discounts will not display on products that are not available on your Online Store sales channel.
💡 Stock levels can also affect availability - if a product is out of stock, and you've not setup your product to be purchased beyond zero, this is flagged as unavailable.
Check the tags on customer accounts
Each customer account can support one discount tag at a time. It's important that you don’t add more than one discount tag to customer’s account. This will cause neither discount to work.
For example: You've made a "VIP" and "Wholesale" tag in the app for two different discounts. Make sure that both tags are not added to the same customer account. If you want a customer to have access to a combination of those price tiers, make a new tag for that customer.
Confirm you are logged in as a tagged customer
To see wholesale discounts on the storefront, log in using a customer account that has the correct discount tag.