# Troubleshooting - Wholesaleline 1.x documentation

> What to check when group prices, quantities, Pay on account, tax exemption or hidden prices don't do what you expect.

## A customer sees regular prices

- Are they logged in? Group prices only apply to logged-in customers.
- Are they in a group? Check the **Wholesale group** column on the **Users** screen. **Applied** means their application is still waiting.
- Does the group, or the product, have a price? Open the group under **WooCommerce → Wholesale**: an empty **Every product** amount means regular prices for anything without a category or product price.
- Are you looking as an administrator? In the admin's own screens (the product list, the order editor) you always see regular prices.
- Is a page cached? Clear your page cache and your browser's cache, then log in again. Wholesaleline tells caching plugins not to cache pages with a customer's own prices, but a cache set up to serve logged-in visitors too can still show them an old page.

## A customer sees the wrong price

Prices come from the most specific rule: the customer's own price list, then their group's price on the product, then the group's category prices, then its price for every product. A price on the customer's profile or the product's **Wholesale** tab wins over the group's. See [How prices are worked out](prices).

Discounts from coupons or Discountline are taken off the group price, so the cart can show less than the product page.

## Pay on account isn't offered at checkout

- Does the customer have payment terms? Their group's **Payment terms**, or their own on their profile, must be more than 0 days. A 0 on their profile turns it off for them.
- Are they logged in?
- Is **Pay on account** switched on under **WooCommerce → Settings → Payments**?
- Does their group limit its **Payment methods**? Then **Pay on account (payment terms)** must be ticked there too.

## An order on account is on hold

It took the customer's account balance over their **Account balance limit**: the order notes give both amounts. Change the status to **Processing** to ship it anyway, or record the payments of their older orders first (**Record payment on account** under **Order actions**).

## Tax is still charged to an exempt customer

- Is the customer logged in when they order? Exemption comes from their account.
- On their profile, is **Tax** set to **Pays tax**? That wins over their group.
- Did they put items in the cart before logging in? Reload the cart once they're logged in.

If an order says "This customer is set as tax exempt, but the order was placed with tax.", another plugin added tax back at checkout. Deactivate other tax plugins one at a time to find it.

## The quantity box doesn't start at the minimum

Quantity rules apply to the customer's group: check the product's **Wholesale** tab for that group. Some themes and page builders draw their own quantity box: Wholesaleline still checks the quantities when a product is added to the cart and at checkout.

## Customers can't find the application form

- Is **Let customers apply for a wholesale account** ticked under **WooCommerce → Wholesale → Settings**?
- **My Account → Wholesale account** is for logged-in customers. For visitors, add the `[wholesaleline_application]` shortcode to a page and choose it as the **Application page**.
- If My Account → Wholesale account shows a "page not found" error, go to **Settings → Permalinks** and click **Save Changes** once.

## Still stuck?

Deactivate other plugins one at a time to rule out a conflict, then contact us with what you expected and what happened instead.

Source: https://extendiment.com/plugins/wholesaleline/docs/1.x/troubleshooting