--- title: "Wholesale signup form not working" description: "When the Process Wholesale signup form does not show, will not submit or applicants do not appear in Pending, the most common cause is a form that does not match the store's Shopify customer account type. Check Settings > Customer accounts first." type: troubleshooting plans: [All plans] keywords: [ signup form not showing, wholesale application not submitting, registration form error, form not working, applicant not in pending, captcha error, password is not valid, account already exists, ] questions: - "Why is my wholesale signup form not working?" - "Why does the signup form say Customer account creation has been disabled?" - "Why don't wholesale applicants appear in Pending?" - "What does Password is not valid mean on the signup form?" - "Why does the signup form say An account already exists with this email?" - "Why does the Wholesale Custom Signup block show no fields?" - "Why can't I find the signup form block in the theme editor?" last_verified: 2026-11-11 order: 3 --- # 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 1. **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**. 2. **The block is on the published theme**, on the page you link to. 3. **The tester is not already pending or wholesale.** Those customers see a message instead of the form. 4. **The captcha is completed** before **Submit**. 5. **For the custom form:** the store is on Enterprise or Professional and **Custom Signup Form** has been saved at least once. 6. **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.** 1. In Shopify admin, go to **Online Store > Themes** and select **Customize**. 2. 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. 3. Set **Use new customer flow** to **Yes**. 4. 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](../signup-forms/signup-form-new-customer-accounts.md). ## 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.** 1. In the theme editor, select the **Wholesale Signup Form** or **Wholesale Custom Signup** block. 2. 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**. 3. Select **Save**. 4. For new customer accounts, also consider the customer account form. See [how to add the signup form to new customer accounts](../signup-forms/signup-form-new-customer-accounts.md). The [overview of the four signup forms](../signup-forms/signup-forms-overview.md) 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](../storefront/quick-buy-setup.md). ## 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](theme-blocks-missing.md). ## 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](../signup-forms/signup-form-file-uploads.md) | | "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 | | -------------------------------------------------------------------------- | --------------------------------------- | --------------------------------------- | | " is required", for example "Tax ID is required" | 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_Registeration` tag:** the submission did not complete. Ask the applicant to submit again, or add the customer with **Import customers**. - **The customer has `B2B` already:** 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](../customers/add-existing-customers.md). ## 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](../signup-forms/custom-signup-form.md). ## Related articles - [Wholesale signup forms: which form to use](../signup-forms/signup-forms-overview.md) - [How the wholesale signup form blocks spam](../signup-forms/signup-form-spam-protection.md) - [Wholesale emails not being received](emails-not-received.md) - [How to approve or reject wholesale applications](../customers/approve-or-reject-applications.md)