Installing the Shopify Collective app

If you can't locate the Shopify Collective app, then try the following steps:

1. Confirm that your store is located in a supported country.
2. Confirm that your store uses a supported currency.
3. Confirm that your store is on an active Shopify plan. Stores on the Pause and Build plan can't use Shopify Collective.
4. Go directly to the Shopify Collective app in the Shopify App Store and click Install.

If you've installed the app but receive a message saying you're ineligible, then check your eligibility status in the app settings. Common reasons for ineligibility include the following:

• Your billing address is not in a supported country. Verify that your store's billing address is in a supported country.
• Your store currency is not a supported currency. Change your store currency to a supported currency.
• Shopify Payments is not activated or fully set up. Complete your Shopify Payments setup, including linking a bank account and completing all required documentation.
• Shopify Payments payouts are paused. If you're a new merchant, then your payouts might be paused for up to 21 days after your first charge. Shopify Collective requires active payouts to become eligible.
• Your payout currency doesn't match your store currency. Confirm that your Shopify Payments payout currency matches your store's currency.
• Tax registration verification is incomplete. If your store is in the United Kingdom or a European Union country, then you need to verify your tax registration status.
• Your store doesn't comply with Shopify's Terms of Service. Review Shopify's Terms of Service and the Collective Community Guidelines.

To check which specific requirements you need to meet, open the Shopify Collective app, go to Settings, and review the Store requirements section.

If Shopify Payments is active in your store but the Shopify Collective app indicates it's not active, then try the following steps:

1. Go to Settings > Payments in your Shopify admin.
2. Verify that Shopify Payments displays as active with no error messages or pending requirements.
3. Confirm that you've connected a bank account for payouts.
4. Check that there are no pending verification requests or remediation requirements for your account.
5. Wait for up to one hour for eligibility to be rechecked, since eligibility checks occur periodically.

If you've recently set up Shopify Payments, then you might need to wait until payouts are activated. For new merchants, payouts can be paused for up to 21 days after your first charge. During this time, the Shopify Collective app might display Shopify Payments as not active even though setup is complete. After payouts are activated, your eligibility status updates automatically.

If you're unable to accept an invitation from a supplier, then check the following:

• Both stores must be in the same country and use the same currency. Confirm that your store and the supplier's store are both in the same supported country and use the same supported currency. For example, a store based in the United States using USD can't connect with a store based in Canada using CAD.
• Your store must meet all eligibility requirements. If your store is ineligible, then you can view invitations but can't accept them until you meet all requirements.
• The supplier must also be eligible. If the supplier's store is ineligible, then the connection can't be completed.

If there's a spinning loading indicator when you're trying to accept an invitation, then refresh the page and try again. If the issue persists, then contact Shopify Support.

If the Shopify Collective app displays a blank or white page after installation, then try the following troubleshooting steps:

1. Refresh your browser page.
2. Clear your browser cache and cookies, and then log in again.
3. Try using a different browser or an incognito or private browsing window.
4. Deactivate any browser extensions that might interfere with the page.
5. Confirm that your internet connection is stable.

If the blank page persists after trying these steps, then this might indicate that your store doesn't meet the minimum eligibility requirements. A waitlist page should display for stores that don't meet the requirements. If you believe you should be eligible but still see a blank page, then contact Shopify Support.

If you were previously using Shopify Collective but have become ineligible, then your store's status has changed in a way that no longer meets the eligibility requirements. Common reasons for becoming ineligible include the following factors:

• Shopify Payments was deactivated or has issues that need resolution.
• Your store's billing address or currency changed to an unsupported country or currency.
• There are compliance issues with your store that need to be resolved.

When you're ineligible, you can still view existing supplier connections but you can't import new products, set products as active, or form new connections. You receive an email notification when your eligibility status changes. To resolve ineligibility, check the Settings page in the Shopify Collective app to identify which requirements you need to meet.