Wholesale signup form not working
When the Process Wholesale wholesale signup form does not appear, will not submit, or applicants never reach Customers > Pending, the most common cause is a signup form that does not match your store's Shopify customer account type. Shopify has two types, labeled Customer accounts (new customer accounts) and Legacy (legacy customer accounts) in Shopify admin under Settings > Customer accounts, and Process Wholesale has a different signup form for each. Check the account type first, then work through the causes in this article.
Quick checks#
- Account type matches the form. Shopify admin > Settings > Customer accounts. Legacy: use the Wholesale Signup Form theme block with Use new customer flow on No (or Auto, if the form shows a Password field). Customer accounts: use the customer account form, or the theme block with Use new customer flow set to Yes.
- The block is on the published theme, on the page you link to.
- The tester is not already pending or wholesale. Those customers see a message instead of the form.
- The captcha is completed before Submit.
- For the custom form: the store is on Enterprise or Professional and Custom Signup Form has been saved at least once.
- Process Wholesale > Customers > Pending after a test submission, with Refresh.
"Customer account creation has been disabled" when submitting the signup form#
Shopify shows the message "Customer account creation has been disabled" when a visitor who is not logged in submits the Wholesale Signup Form or Wholesale Custom Signup theme block on a store that uses new customer accounts (Customer accounts under Settings > Customer accounts in Shopify admin), while the block is set up for legacy customer accounts. This is the most common signup form problem.
Why it happens. The theme blocks submit in one of two ways, decided by the block setting Use new customer flow:
- No: the form shows a Password field and sends the application through Shopify's legacy account creation, which is for stores on Legacy accounts. On a store using new customer accounts, Shopify answers with this message.
- Yes: the form has no Password field, and Process Wholesale creates the customer account itself. This is the setting for new customer accounts.
- Auto (the default) acts as Yes only when Process Wholesale has recorded that your store uses new customer accounts: when the app was installed, or the last time you saved Settings in Process Wholesale. A store that switched to new customer accounts after installing, and has not saved Settings in the app since, gets No.
A form with a Password field on a store using new customer accounts is the sign of this problem. Customers who are logged in do not see the message, because their applications always go through Process Wholesale.
How to fix.
- In Shopify admin, go to Online Store > Themes and select Customize.
- Open the page with the signup form and select the Wholesale Signup Form or Wholesale Custom Signup block. The signup form shown by the Quick Buy block has the same setting.
- Set Use new customer flow to Yes.
- Select Save, then open the page while logged out and check that the Password field is gone.
Saving Settings in Process Wholesale also records the current account type, so Auto then acts as Yes; setting Yes on the block is the direct fix. You can also use the customer account form instead: see how to add the signup form to new customer accounts.
The form does not match the customer account type#
How to confirm. In Shopify admin, open Settings > Customer accounts and note the selected type. Then compare with what you set up:
- Legacy store, but the theme form has no Password field: the block's Use new customer flow resolves to Yes.
- Customer accounts store, but the theme form asks for a Password: Use new customer flow resolves to No. The password is not used by new customer accounts.
- Customer accounts store with only a customer account form: guests cannot see it, because customer account pages require sign-in.
- Legacy store with a customer account extension: the extension pages are part of new customer accounts, so legacy customers never reach them.
How to fix.
- In the theme editor, select the Wholesale Signup Form or Wholesale Custom Signup block.
- Set Use new customer flow to No for Legacy, or Yes for Customer accounts. Do not rely on Auto after switching account types: Auto acts as Yes when Process Wholesale recorded new customer accounts at install or the last time you saved Settings in the app. A store that was on new customer accounts when it installed the app keeps Auto on Yes, so a Legacy store needs No.
- Select Save.
- For new customer accounts, also consider the customer account form. See how to add the signup form to new customer accounts.
The overview of the four signup forms shows which form fits each account type.
The signup form is not visible on the storefront#
How to confirm. Open the page while logged out, then while logged in as a test customer who is not wholesale.
- Logged in as a pending customer (
B2B_Registeration): the block shows the pending message, by default "Thank you! your wholesale account is currently under review". That is expected. - Logged in as a wholesale customer (
B2B): the block shows "You are logged into your wholesale account" or your own text. That is expected. - Nothing shows for anyone: the block is not on the template that the page uses, the section is hidden, or the theme with the block is not published.
- The customer account form does not show for a guest: customer account pages need sign-in.
- The custom customer account form shows "This feature is only available for Enterprise plan.": the store is not on Enterprise or Professional.
How to fix. In the theme editor, open the exact page (or its template) and confirm the block is there and not hidden, then save on the published theme. Test with a customer who has neither B2B nor B2B_Registeration. On the Quick Buy page, visitors who are not logged in see the signup form unless the Quick Buy block's What to show for non B2B ? setting is Lock Screen; see how to set up Quick Buy.
The signup block is missing from the theme editor#
How to confirm. In the theme editor, select Add block in a section and look for the app blocks.
- Wholesale Signup Form missing: the theme is not an Online Store 2.0 theme, or the template is not a page, collection, product or home page template.
- Wholesale Custom Signup missing: the store is not on Enterprise or Professional.
How to fix. Use an Online Store 2.0 theme and a supported template, or upgrade under Plan for the custom block. See Process Wholesale blocks missing from the theme editor.
Error messages when the applicant selects Submit#
Theme forms show these messages in a red box under the form; most disappear after about eight seconds. On a custom form with a File Upload field, the first three captcha messages and the upload error appear in a browser pop-up instead. Those four messages can appear on any theme form. The others appear with the new customer flow and for logged-in applicants; on legacy customer accounts, guests see Shopify's own errors under "Please adjust the following:".
| Message | Cause | Fix |
|---|---|---|
| "Please complete the captcha." | The captcha was not completed | Complete the captcha, then Submit |
| "The captcha is still loading. Please try again in a moment." | The captcha has not loaded yet | Wait, then Submit |
| "The captcha couldn't load. Please refresh the page and try again." | An ad blocker, privacy extension or network blocks the captcha | Refresh, or allow the site in the blocker |
| "Captcha verification failed. Please try again." | The captcha answer could not be confirmed or expired | Complete a new captcha and submit again |
| "Captcha not solved. Please try again." / "Captcha verification required. Please try again." | No captcha answer reached Process Wholesale | Reload the page, complete the captcha and submit again; contact support if it persists |
| "Password is not valid" | A logged-in customer on the Wholesale Signup Form block entered a password shorter than 5 characters or containing a space | Use at least 5 characters with no spaces |
| "An account already exists with this email." with "Please log in to your existing account to apply for wholesale" | A guest used an email that already has a store account | Select the link, log in, then submit the form again |
| "Invalid Customer Information." | The logged-in customer's account could not be matched to the form | Log out, log in again and resubmit |
| "We couldn't create your wholesale account. Please try again later." | Shopify did not accept the new account, for example an invalid email or phone number, or every business field on the form is hidden | Check the email and phone. Keep at least one business field shown on the form. |
| "We couldn't submit your wholesale application. Please try again later." | Shopify did not accept the update to the logged-in customer, or every business field is hidden | Check the customer's details in Shopify admin; keep at least one business field shown |
| "There was an error uploading your files. Please try again." | A file upload on the custom form failed | Submit again; see file uploads |
| "Network error. Please try again." / "There was a problem submitting your application. Please try again." | The connection dropped or the request failed | Submit again |
Customer account forms show these messages next to the field or in a red banner:
| Message | Cause | Fix |
|---|---|---|
| " |
A required field is empty | Fill in the field |
| "Feature not enabled on the store" | The store has no Process Wholesale plan | Choose a plan under Plan in the app |
| "There was an error processing your request. Please try again." | The request failed | Submit again |
| "Submitting is not possible in theme editor due to missing customer data!" | You are testing in the editor | Test on the live customer account page |
The applicant submitted but does not appear in Pending#
How to confirm. In Process Wholesale, open Customers > Pending, select Refresh, and search for the applicant's email. Then search for the customer in Shopify admin and check their tags.
- On legacy customer accounts: Shopify creates the account from the form. If Shopify rejected the form, for example because the email already has an account, no account is created and nothing reaches Pending. Ask the applicant to log in and submit the form again; logged-in customers can apply.
- The customer exists but has no
B2B_Registerationtag: the submission did not complete. Ask the applicant to submit again, or add the customer with Import customers. - The customer has
B2Balready: they are in the Active tab.
How to fix. For customers who already have an account, either ask them to log in and apply, or move them to Pending yourself with Import customers. See how to make an existing Shopify customer a wholesale customer.
Existing customers cannot sign up#
How to confirm. Ask whether the customer was logged in when they submitted.
- Logged out, with an email that already has an account: with the new customer flow, the form shows "An account already exists with this email." On legacy customer accounts, the application does not reach Pending.
- Already pending or wholesale: the form shows the pending or logged-in message instead.
How to fix. Ask the customer to log in first. A logged-in customer sees the form with their name and email filled in, and submitting adds B2B_Registeration to their existing account. When the Wholesale Signup Form block is set up for legacy customer accounts, it still asks a logged-in customer for a Password; any value of at least 5 characters with no spaces works, and their account password does not change.
Custom fields are not shown#
How to confirm. Open the page with the Wholesale Custom Signup block, or the Wholesale custom signup Form in customer accounts.
- The block shows the heading and Submit but no fields: Custom Signup Form has never been saved.
- A field you added is missing or optional: the change was not saved, or Required ? did not stay checked on a new field.
- Fields are in an old order in customer accounts: the form changed after it was last saved.
- Placeholder text is missing: placeholders are not shown on the forms.
How to fix. In Process Wholesale, open Custom Signup Form, check each field and Required ?, make a change if needed to enable the save bar, and select Save. Reload the storefront page. See how to build a custom wholesale signup form.