--- title: "Wholesale emails not being received" description: "If Process Wholesale wholesale emails are not arriving, check the setting for that email in Settings > Customer settings, the action that sends it, and your spam folder. The new application alert goes to your Shopify store email from alerts@processwholesale.com." type: troubleshooting plans: [All plans] keywords: [ no signup notification, wholesale alert email, application received email, approval email not sent, rejection email, email in spam, alerts@processwholesale.com, store email, ] questions: - "Why am I not getting an email when someone fills out the wholesale signup form?" - "Where is the new wholesale application alert sent?" - "How do I change the email that receives wholesale signup alerts?" - "Why didn't my customer get the approval email?" - "When is the Application received email sent?" - "Which actions do not send any email?" last_verified: 2026-11-11 order: 4 --- # Wholesale emails not being received When a Process Wholesale wholesale email does not arrive, the usual causes are an email that is turned off in **Settings > Customer settings**, an action that does not send that email, or a message filtered as spam. Process Wholesale sends four application emails: the **New Wholesale Application** alert to you, and the **Application received**, **Application approved** and **Application rejected** emails to the applicant. All four come from `alerts@processwholesale.com`, so add that address to your allowed senders and ask applicants to check their spam folder. ## Quick checks 1. **Spam folder.** Check spam or junk, and allow `alerts@processwholesale.com`. 2. **The right inbox.** The merchant alert goes to the store email in Shopify admin under **Settings > Store details**, not to your login email. 3. **The email is on.** Process Wholesale > **Settings > Customer settings > B2B customer emails**: **Application received**, **Application approved** and **Application rejected** each have a checkbox. 4. **The right action.** Only **Accept B2B** sends the approval email and only **Reject B2B** sends the rejection email. 5. **The application went through.** The applicant is in **Customers > Pending**. ## Which email is sent when | Email | To | From | Sent when | Controlled by | | ------------------------------------------------ | ------------------------ | ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------- | | **New Wholesale Application: ** | Your Shopify store email | Process Wholesale, `alerts@processwholesale.com` | Right after every accepted application, from a theme form or a customer account form | Always on. No setting. | | **Application received** | The applicant | Your store name, `alerts@processwholesale.com` | After an application. Legacy customer accounts, guest: after a short delay, once the new account exists. New customer flow, logged-in customer or customer account form: right away. | **Application received** checkbox (on by default) | | **Application approved** | The customer | Your store name, `alerts@processwholesale.com` | When you select **Accept B2B** on a pending customer | **Application approved** checkbox (on by default) | | **Application rejected** | The customer | Your store name, `alerts@processwholesale.com` | When you select **Reject B2B** on a pending customer | **Application rejected** checkbox (on by default) | Replies to the customer emails go to the store email address Process Wholesale recorded when the app was installed. You can edit the subject and message of the three customer emails; see [wholesale application emails and how to edit them](../customers/wholesale-emails.md). ## You do not receive the New Wholesale Application alert **How to confirm.** Check **Customers > Pending** for the applicant. Then check the store email in Shopify admin under **Settings > Store details**. **Causes and fixes.** - **The alert went to another address.** Process Wholesale sends the alert to the store email set in Shopify admin. To change where alerts go, change the store email under **Settings > Store details** in Shopify admin. There is no separate alert address in Process Wholesale. - **The alert was filtered.** Look in spam and allow `alerts@processwholesale.com`. - **The application did not go through.** No alert is sent when the application was not accepted, for example after a captcha error, for an email that already has an account ("An account already exists with this email."), or for a customer who was already pending or wholesale. See [wholesale signup form not working](signup-form-not-working.md). - **The customer was added another way.** **Import customers**, **Return to pending** and adding tags by hand in Shopify admin do not send the alert. - **The custom form shows Google reCAPTCHA (legacy customer accounts).** On stores where Google reCAPTCHA was set up on the custom form earlier, guest applications from a **Wholesale Custom Signup** block that is set up for legacy customer accounts and has no **File Upload** field can reach **Pending** without an alert or an **Application received** email. Check **Customers > Pending** regularly and contact Process Wholesale support to change the reCAPTCHA setup. **What the alert contains.** The heading "New Wholesale Application", the applicant's email, a table of submitted fields and a **View In App** button that opens the **Customers** page. For applications from a theme form, the table shows the name and email, but not the business details or file links; read those under **View details** on the **Customers** page. ## The applicant does not receive the Application received email **How to confirm.** Check that **Application received** is checked in **Settings > Customer settings** and that the applicant is in **Customers > Pending**. **Causes and fixes.** - **The email is turned off.** Check **Application received** and save **Settings**. - **Legacy customer accounts timing.** For a guest on legacy customer accounts, Process Wholesale waits until Shopify has created the account. It checks about 1 minute after the submission, then again about 2 and 10 minutes later. If no account exists after about 13 minutes, no email is sent. - **You already reviewed the application.** If you approve or reject an applicant on legacy customer accounts before the check runs, the received email is skipped. - **The application did not go through**, or the applicant was already pending or wholesale. - **Spam.** Ask the applicant to check spam. A double submission sends one received email, not two. ## The customer does not receive the Application approved email **How to confirm.** Open the customer in Shopify admin. Check their email address and tags. **Causes and fixes.** - **The email is turned off.** Check **Application approved** in **Settings > Customer settings** and save. - **The customer was not pending before approval.** The approval email is sent only when **Accept B2B** is used on a customer tagged `B2B_Registeration`. Customers tagged `B2B` by hand in Shopify admin do not get it. - **The customer has no email address.** - **Spam.** Ask the customer to check spam. ## The customer does not receive the Application rejected email **Causes and fixes.** - **The email is turned off.** Check **Application rejected** in **Settings > Customer settings** and save. - **A different action was used.** Only **Reject B2B** (on one row or in bulk on the **Pending** tab) sends the rejection email. **Remove B2B access**, **Remove B2B** and **Return to pending** never send email. - **The customer has no email address**, or the message went to spam. ## When no email is sent by design | Action | Emails sent | | ------------------------------------------------------------- | ------------------------------------------------------------- | | **Import customers** | None | | **Return to pending** | None | | **Remove B2B access** / **Remove B2B** | None | | **Manage discount tags**, **Bulk assign discount** | No application emails (bulk assign sends you a results email) | | Adding `B2B` or `B2B_Registeration` by hand in Shopify admin | None | | An application rejected by the captcha | None | | A guest using an email that already has an account | None | | A customer who was already pending or wholesale submits again | None | | Any customer email with its checkbox off | That email is skipped | Process Wholesale also emails you when you reach 10, 25 and 50 approved wholesale customers. ## Related articles - [Wholesale application emails and how to edit them](../customers/wholesale-emails.md) - [How to approve or reject wholesale applications](../customers/approve-or-reject-applications.md) - [Wholesale signup form not working](signup-form-not-working.md) - [Wholesale signup forms: which form to use](../signup-forms/signup-forms-overview.md)