This article is for stores that installed B2B Wholesale Hub before February 5 2026. If you installed Wholesale Hub after February 5 2026, you will need to follow the app block guide instead.
Check that products are in targeted collections
Custom Prices lets you set a new price for any product. But in order for that custom price to work, that product must also be found in a collection targeted by your discount tag.
For a Custom Price to apply, the product must be in a collection targeted by the customer tag's discount rule.
In the Shopify admin, open Products, select the product, and check which collection it belongs to.
In Wholesale Hub, check which collections your discount tag targets.
Check that 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 targeted collections will display your custom price.
Tip:
Create a 0% discount that targets one 'All products' collection. Doing this makes all products eligible to receive a custom price.
Check if your app is still syncing
When entering or editing a custom price, B2B Wholesale Hub requires time to sync before changes are shown on the Online Store.
Syncing delays can occur if frequent changes are made to products or discounts, creating a backlog of sync jobs.
If syncing is slow:
Avoid editing products or discounts during an active sync. It restarts the sync and can make it take longer.
Check your sync progress in the app dashboard.
You will receive an email when the sync finishes. These emails will automatically be sent to the store owner’s email account. To change it, go to Custom Prices > Settings and enter the email address you wish to receive notifications at.
Check that you're not raising a product's price
Custom prices apply only if the custom price is lower than the product's regular price. The regular price appears in the Price column of the Custom Prices table.
Check the tags on customer accounts
Each customer should have one discount-related tag at a time. If a customer has multiple discount tags, Custom Prices may not apply as expected.
For example: You've made a "VIP" and "Wholesale" tag in the app for two different custom price lists. Make sure that both tags are not added to the same customer account - this will cause neither to work properly.
If you want a customer to have access to a combination of discounts from multiple tags, make a new tag for that customer instead.