❓Troubleshooting
Symptom-first fixes for pricing, display, forms and imports.
Find your symptom. Most problems are one of three things: a tag that does not match, a theme block that was never added, or the price list being switched off.
The one diagnostic that matters
Before anything else, add the product to a cart as the affected customer and look at the cart total.
Cart is wrong
Pricing, tags or rules. Start with "Pricing problems" below.
Cart is right, product page is wrong
Display only. Skip to "Display problems".
This one check saves most of the time people spend on the wrong half of the product.
Pricing problems
A tagged customer sees retail prices
In order of likelihood:
Tag spelling. Tags are case-sensitive and whitespace-sensitive.
Wholesale≠wholesale. Open the customer in Shopify admin and compare their tag to your column header character by character.The price list is disabled. Check the status switch on the home page.
No pricing on that variant. A tag can have prices on some variants and not others. Find the variant in the grid and look at that tag's cell.
A rule is gating it. If the tag or the price list has payment or delivery rules, the cart may not satisfy them. Rules fail silently.
The customer is not signed in. Pricing depends on the customer, so it only applies to a signed-in session.
The price is wrong, but not retail
The customer almost certainly has a second tag with pricing. The lowest effective price wins, so any other priced tag can undercut the one you were looking at.
Check every tag on the customer, and check the Default column — pricing there applies to everyone.
Checkout rejects a quantity
A case multiple is set and the quantity is not a multiple of it.
To tell buyers before checkout, add the Validation Message block.
To allow leftover units, use loose unit pricing.
Tiers are not kicking in
Check the tier's minimum quantity against the quantity of that variant in the cart. Tiers are per variant, so 6 of one size and 6 of another do not combine into 12.
The wholesale customer also used a coupon
That is discount combinations. Untick product and order discounts if wholesale pricing should stand alone.
Display problems
Cart is right, but pre-cart prices are wrong.
The product page shows retail
The Product Price V2 block is missing, or is on a different template than the product uses. See Product page.
Two prices show, or the price flickers
Your theme's own price is rendering alongside ours. Hide the theme's native price block.
If you migrated from another pricing app, look for its leftover theme code — see removing Bold's theme code.
Collection pages show retail
The Collection Pricing app embed is not enabled. Everything else on that page depends on it. See Collection page.
Some collection cards update, others don't
The automatic card rewrite could not find the price in those layouts. Use the snippet hook on the partial that draws them.
The volume tier table is empty
That customer's tag has no tiers on that variant, or the price list is disabled. Logged-out visitors see the sign-in message instead.
A block is missing from the theme editor
You are editing a different template than the one assigned to the product.
You are editing a different theme than the one you are previewing.
The theme is not Online Store 2.0 — contact support.
Import problems
The import ran but nothing changed
Number formatting. Values must be plain decimals — 9.50, not $9.50 or 9,50. Anything unparseable is skipped rather than applied.
Spreadsheets add currency symbols and thousands separators on their own. Format pricing columns as plain text, and check the raw CSV in a text editor.
The import wiped pricing
Blank cells erase. A file with tag columns present but empty clears those tags.
Restore from your last export. Always export, edit in place, and re-import.
Tiers or case multiples disappeared
A bare number replaces the whole cell. Writing 9 over 1:10;12:9;c:12 leaves a flat price. Write the full cell string.
Some rows failed
Open Jobs & history, download the error CSV, fix those rows, and re-import only them.
Wholesale form problems
Approved, but the customer still sees retail prices
The tag applied on approval does not match the price list column exactly. This is the most common form issue — see Approvals & automations.
No customer was created on approval
Create customer is off for the approve leg, or the form's primary field is not an email field.
Conditional logic disappeared
The form was opened and saved in the basic editor, which cannot represent conditions. Rebuild them in the flow builder and edit that form only there.
The page says "Form Not Found"
Wrong Form ID in the theme block, often with a trailing space. Re-copy it.
Setup problems
Setup never finishes
The initial catalog build can take several minutes on a large store. If it fails, use Retry setup on the home page. If retrying does not clear it, contact support rather than retrying repeatedly.
An API call returns 409
Another job is running for your shop — often a merchant importing a CSV. Wait and retry. See Pricing API.
Still stuck?
Contact us through in-app chat or support@dollarlabs.io. Include:
your store URL
the email of an affected customer, and their tags
a product or variant that shows the problem
whether the cart is right or wrong
the job ID, for import problems
That last one about the cart is the single most useful thing you can tell us.
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