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FAQ & Troubleshooting

Quick answers to the questions that come up most often.

Installation & setupโ€‹

Does Vertex require a Shopify Plus or Advanced plan?โ€‹

No. Vertex installs on every Shopify plan. However, Shopify's native B2B features (companies, B2B catalogs, NET-terms, tax exemption, multi-location) require Shopify Plus or Advanced with the B2B add-on. Without those, Vertex still runs as a polished B2C industrial-supply theme โ€” every B2B feature degrades gracefully.

Do I need any companion apps?โ€‹

No. Vertex uses Shopify's native B2B features end-to-end. No quote-management app, no wholesale-pricing app, no multi-currency app, no compare app.

How long does the full install take?โ€‹

  • Basic install (theme only): 5 minutes
  • Full B2B install (theme + native B2B + companies + catalogs): 45โ€“60 minutes the first time. Subsequent companies take 5 minutes each.

Can I try Vertex on a development store first?โ€‹

Yes. Install Vertex on any dev store and customize it without affecting your live storefront. Publish only when you're ready.

B2B chrome visibilityโ€‹

Why doesn't the amber B2B greeting bar appear?โ€‹

In order of likelihood:

  1. You're not signed in as a B2B customer. The bar only renders when a business buyer is signed in to a company.
  2. Storefront mode is set to B2C-only. Open Theme settings โ–ธ B2B โ–ธ Storefront mode and change to Hybrid (auto) or B2B-only.
  3. Native B2B isn't enabled. Go to Settings โ–ธ Customer accounts โ–ธ B2B โ–ธ Manage โ–ธ Enable B2B.
  4. The buyer's company has been deleted or revoked. Vertex defensively hides the bar when the buyer's company is no longer valid.

Why doesn't the sales-rep card appear in the header?โ€‹

The rep card only shows when all three conditions are true:

  1. The buyer is signed in as a B2B customer
  2. The buyer's company has a sales rep configured
  3. Storefront mode is not B2C-only

Verify under Customers โ–ธ Companies โ–ธ [Company name] that a sales rep name is filled in.

Why aren't volume pricing tiers showing on the product page?โ€‹

Vertex reads volume tiers from Shopify's native B2B pricing. The volume table renders only when:

  1. The buyer is signed in to a company
  2. The company is assigned to a B2B catalog
  3. The catalog's price list includes the product with quantity-based pricing tiers

If the table is empty, double-check the price list under B2B โ–ธ Catalogs โ–ธ [Catalog name] โ–ธ Price list.

Why does my B2B buyer see "Log in to see pricing" even though they're logged in?โ€‹

The Theme settings โ–ธ B2B โ–ธ Hide prices until customer logs in toggle is on. That feature hides prices for guests only. Signed-in customers (B2C or B2B) should always see prices. Toggle it off and save.

Why does the storefront feel "B2C" even though I'm signed in as B2B?โ€‹

Either:

  1. Storefront mode is set to B2C-only. Change it to Hybrid or B2B-only under Theme settings โ–ธ B2B.
  2. The customer record isn't linked to a company. Open Customers โ–ธ [Customer name] and confirm they're attached to a company under the Companies tab.

Customizationโ€‹

How do I change the brand color?โ€‹

  1. Open the Customizer and click the cogwheel icon (bottom-left) for Theme settings
  2. Click Colors
  3. Pick a Starter color palette for one-click recoloring, or select Custom and override each color individually

How do I add a custom font?โ€‹

Open Theme settings โ–ธ Typography and pick from Shopify's font library. The picker supports every font Shopify ships, and Vertex preloads your selection automatically.

  1. In the Customizer, click Header in the sections list
  2. Click Logo image and upload your file
  3. Recommended height: ~40 px; SVG preferred

How do I customize the announcement bar text?โ€‹

  1. In the Customizer, open the Header section and find the Announcement bar block
  2. Edit the Text field
  3. The bar has a built-in dismissible ร— that buyers can close โ€” their choice is remembered

How do I add or edit the secondary navigation (Special offers / Guides / Services / FAQ)?โ€‹

  1. In your Shopify admin, go to Online Store โ–ธ Navigation
  2. Create a new menu with the handle secondary-menu (Vertex auto-detects this name)
  3. Add your links โ€” they appear right-aligned in the desktop header

How do I switch between the 4 demo storefronts (Vertex / Throttle / OfficeIT / Inkline)?โ€‹

Two ways:

  1. Permanent recolor โ€” open Theme settings โ–ธ Colors โ–ธ Starter color palette and pick one of the 4 presets
  2. Temporary preview โ€” append ?view=throttle (or officeit / printsupply) to any URL on your storefront

โ†’ See Demo presets guide for details.

Performanceโ€‹

What's the Lighthouse score on a Vertex storefront?โ€‹

Recorded on the showcase demo:

  • Mobile Performance: 65โ€“100 (depending on page type)
  • Desktop Performance: 90+ on every page
  • Accessibility: 92โ€“95
  • Best Practices: 95+
  • SEO: 100

How do I improve Lighthouse Performance further?โ€‹

  1. Optimize hero images. Use WebP at multiple widths; aim for under 300 KB per slide.
  2. Limit the hero to 1 slide. Multi-slide hero rotators cost LCP. The default ships with 1 slide.
  3. Limit Shopify app embeds. Each third-party app injects JS โ€” every one adds to load time.

Why is my mobile Performance lower than my desktop Performance?โ€‹

This is standard for every Shopify theme โ€” Lighthouse throttles mobile (slower CPU and slower network simulation). Real iPhone and Galaxy users get much better scores than the Lighthouse number suggests.

Accessibility & internationalizationโ€‹

Is Vertex WCAG 2.1 AA compliant?โ€‹

Yes. Keyboard navigation, visible focus rings, 4.5:1 minimum contrast, 24 px touch targets on mobile, proper ARIA roles, skip-to-content link, and labelled form inputs.

What languages does Vertex ship with?โ€‹

Five: English (default), French, Italian, German, Spanish. The UI strings and Customizer labels are both translated.

Does Vertex support RTL languages?โ€‹

Yes โ€” fully. The layout flips automatically for Arabic, Hebrew, Farsi, Urdu, Yiddish, Kurdish, Dhivehi, and Pashto.

Can I add another language?โ€‹

Yes. In your Shopify admin go to Settings โ–ธ Languages, add the language, then translate Vertex's strings under Online Store โ–ธ Themes โ–ธ Edit default theme content.

Pricing & licensingโ€‹

How much does Vertex cost?โ€‹

$290 USD single-store license. Includes free updates for all v1.x releases.

Can I use one Vertex license on multiple stores?โ€‹

No โ€” the standard Theme Store license is single-store. For multi-store licensing, raise a ticket through the Theme Store support portal.

Will Vertex receive updates?โ€‹

Yes. v1.x releases include bug fixes, performance improvements, and new sections. See the Changelog.

Common issuesโ€‹

"My custom styling is being overridden"โ€‹

Vertex's color and typography settings cover most use cases without touching code:

  1. Use Theme settings โ–ธ Colors โ–ธ Custom โ€” most visual changes are exposed here
  2. Use Theme settings โ–ธ Typography for font changes
  3. If you need additional styling, work with a Shopify Expert โ€” see Support

Still stuck?โ€‹