Question 1

How do I reset my password?

Accepted Answer

Open the [Reset Password form](/register#forgot) and enter your email address. You'll receive a reset link that expires in 24 hours. Follow the link to set a new password.

Question 2

How do I create an account?

Accepted Answer

Click [Join Free](/register) on any page to create a buyer account — choose a username, enter your name, email, and password, then verify your email to activate. Registration takes less than 2 minutes.

Supplier accounts are separate: [subscribe to Supplier Pro](/pro) for instant listing with priority placement, or [contact us](/contact) with “Listing My Company” to request a free Supplier Free invitation. Buyer and supplier accounts are independent — you can hold both simultaneously.

Question 3

What is two-factor authentication (2FA) and how do I enable it?

Accepted Answer

2FA adds an extra security layer. Go to [Dashboard](/dashboard) → [Account Access](/dashboard/account-access) to enable it. You'll scan a QR code with an authenticator app (Google Authenticator, Authy, etc.) and receive 10 recovery codes to save securely. Each login then requires your password plus a 6-digit code from the app.

Question 4

What are recovery codes and what if I lose my authenticator?

Accepted Answer

When you enable 2FA, you receive 10 one-time recovery codes. If you lose access to your authenticator app, use a recovery code to log in. Each code works once. Store them somewhere safe (e.g. password manager). If you've used all codes, [contact support](/contact).

Question 5

What are trusted devices?

Accepted Answer

After completing 2FA, you can mark a device as "trusted" so you won't be asked for a code on that device for 30 days. Manage your trusted devices in [Dashboard](/dashboard) → [Account Access](/dashboard/account-access) — you can see device names, IPs, and revoke any device or all at once.

Question 6

Can I sign in with Google or social accounts?

Accepted Answer

Yes. We support Google, Apple, and Facebook sign-in alongside email/password. OAuth users don't need to set up 2FA separately as the provider handles security. You can link multiple sign-in methods to the same account.

Question 7

How do I delete my account?

Accepted Answer

[Contact our support team](/contact) to request account deletion. Account deletion is permanent and removes all your data, saved deals, supplier contacts, and conversation history. Deletion requests are processed within 30 days in accordance with GDPR.

Question 8

Can I see my login history?

Accepted Answer

Yes. Go to [Dashboard](/dashboard) → [Account Access](/dashboard/account-access) to view a log of recent login events including IP address, device/browser, and whether the attempt was successful or failed. This helps you spot any unauthorized access to your account.

Question 9

What does "Keep me signed in" do?

Accepted Answer

Checking "Keep me signed in" on the login page extends your session from 30 days to 90 days, so you won't need to re-enter your credentials as frequently. If you share a computer, leave it unchecked for security.

Question 10

How do I change my email address or password?

Accepted Answer

Go to [Dashboard](/dashboard) → [Account Profile](/dashboard/account-profile) to update your email address. To change your password, go to [Dashboard](/dashboard) → [Account Access](/dashboard/account-access). You'll need to confirm your current password before setting a new one. If you signed up with Google, Apple, or Facebook, you don't have a WholesaleUp™ password — your sign-in is managed by your social provider.

Question 11

Can I use my account on multiple devices, or share it with someone?

Accepted Answer

Your WholesaleUp account is for a single user. You're welcome to use it across your own devices — sign in on each, and after two-factor authentication mark them as trusted in [Account Access](/dashboard/account-access) so they stay signed in. To keep a paid subscription from being shared, paid plans allow only a small number of simultaneous sign-ins: if you sign in somewhere new beyond that, your oldest session is signed out — you'll get a brief heads-up first, with the option to stay signed in on your current device. Trusted devices aren't affected. If several people need access, [get in touch](/contact) — sharing a single login isn't supported.

Question 12

Do plans auto-renew?

Accepted Answer

No. Access packages are one-time purchases, not recurring subscriptions — so there's nothing to cancel. When your package expires, your account reverts to the Free tier, and you can re-purchase whenever you want.

Question 13

How do I cancel a subscription?

Accepted Answer

If you're on a recurring subscription, cancel anytime from [Dashboard → Billing](/dashboard/billing) — access runs to the end of the period you've paid for, then stops renewing. If you're on a fixed-term access package, there's nothing to cancel; it expires and reverts to Free automatically. Your plan type is shown on the [Billing](/dashboard/billing) page.

Question 14

Can I get a refund on my membership?

Accepted Answer

WholesaleUp™ memberships are one-time access packages with no recurring billing. If you're not finding the suppliers or deals you need, Premium+ members can use [Custom Sourcing](/dashboard/custom-sourcing) to have our research team find them for you — you can upgrade from a lower tier with pro-rata credit. If that still doesn't work out, [contact support](/contact) and we'll review your case individually.

Question 15

What pricing plans are available?

Accepted Answer

Buyer tiers: Standard, Premium, and Premium+ — each available as 1-month, 6-month, or 12-month packages. [Supplier Pro](/pro) is available as 6-month or 12-month. Prices vary by currency (17 currencies supported).

Buyer pricing lives on the [Retailer Upgrade](/retailer-upgrade) page; Supplier Pro pricing lives on the [Supplier Pro](/pro) page.

Question 16

What payment methods do you accept?

Accepted Answer

Stripe (credit/debit card), PayPal, and Huch bank transfer. All payments are processed securely.

Question 17

How do I upgrade my membership?

Accepted Answer

Buyers: visit the [Retailer Upgrade](/retailer-upgrade) page to choose a Standard, Premium, or Premium+ access package. Suppliers: visit the [Supplier Pro](/pro) page to upgrade from Supplier Free. Either way, you can also manage your plan from [Dashboard](/dashboard) → [Billing](/dashboard/billing). If upgrading from an existing paid tier, tick the **Apply credit** checkbox on the Upgrade button to deduct pro-rata credit for your unused time from the new package price.

Question 18

What happens to my remaining time if I upgrade mid-plan?

Accepted Answer

You receive credit for your unused time (calculated pro-rata). To apply it, tick the **Apply credit** checkbox on the Upgrade button when you purchase the new package — the credit is then deducted from the new package price at checkout. It's a credit for unused time, not a discount, and it cannot exceed the new package price.

Question 19

What happens when my plan expires?

Accepted Answer

Your account reverts to the Free tier. You keep your account, saved items, and message history, but features gated to paid tiers (custom sourcing, daily newsletters, website visits, etc.) become unavailable until you re-purchase.

Question 20

Can I pay in my local currency?

Accepted Answer

Yes. We support 17 currencies with live exchange rate conversion. Select your preferred currency using the currency switcher on the [buyer pricing](/retailer-upgrade) or [Supplier Pro](/pro) page. The displayed price is what you'll pay.

Question 21

What are Flash Sales?

Accepted Answer

Periodically, WholesaleUp™ offers time-limited flash sale discounts — typically 20% off buyer plans and 15% off Supplier Pro. When a flash sale is active, you'll see a countdown banner and a red "Grab Offer" button on the relevant pricing page — [Retailer Upgrade](/retailer-upgrade) for buyer plans, [Supplier Pro](/pro) for the Pro tier. Flash sales apply to all plan durations or sometimes only the 12-month package. There's no auto-renewal — it's still a one-time purchase.

Question 22

Can I downgrade my plan before it expires?

Accepted Answer

WholesaleUp™ doesn't offer mid-term downgrades — your current plan stays active until it expires, then your account reverts to the Free tier automatically. At that point you can purchase any tier you like.

If you upgrade mid-term, you can receive [pro-rata credit](/help/faq?q=pro-rata-credit) for unused time on your current plan — but you have to tick the **Apply credit** checkbox on the Upgrade button at checkout. It's opt-in, not automatic. There's no penalty or lock-in — you're never charged again unless you make a new purchase.

View [buyer pricing](/retailer-upgrade) or [Supplier Pro pricing](/pro), or manage your plan in [Dashboard](/dashboard) → [Billing](/dashboard/billing).

Question 23

Where can I find my invoices?

Accepted Answer

All invoices and payment receipts are available in [Dashboard](/dashboard) → [Billing](/dashboard/billing) → [Purchase History](/dashboard/billing?tab=history). Each entry shows the date, plan purchased, amount, currency, and payment method. Click any row to download a PDF invoice.

Invoices are also emailed to your registered address immediately after each purchase.

Question 24

How do I control which notifications I receive?

Accepted Answer

Go to [Dashboard](/dashboard) → [Notifications](/dashboard/notifications) → [Preferences](/dashboard/notifications?tab=preferences). You can control email and push notifications independently for each category:

• [Messages](/dashboard/messages) & Enquiries
• Account & Security
• [Billing](/dashboard/billing) & Account
• Your Listings (suppliers only)
• System & Announcements
• Custom Sourcing (Premium+ / Supplier Pro only)

Frequency per row: instant, every 15 min, daily digest, weekly digest, or off. You can also set Quiet Hours and pick the delivery time for daily and weekly digests.

Note: some categories and push notifications require a paid plan, and push also needs browser permission the first time you enable it.

Question 25

What are Quiet Hours?

Accepted Answer

Quiet Hours pause push notifications during times you don't want to be disturbed (e.g. overnight). Go to [Dashboard](/dashboard) → [Notifications](/dashboard/notifications?tab=preferences) → Preferences to set your quiet window. Emails are unaffected, and security-critical alerts bypass quiet hours. Available to Premium+ and Supplier Pro members.

Question 26

What newsletters can I subscribe to?

Accepted Answer

**Buyers:**
• **Deals Digest** — one priority-ranked email of new wholesale and dropship deals across the platform. Your favourite categories and saved keywords rank matching deals to the top; everything else is still included, never excluded. Available to every registered buyer (Free and up).
   — **Cadence:** weekly by default; **[Premium+](/retailer-upgrade) members (and [Supplier Pro](/pro)) can switch it to daily**, so matching deals land in your inbox the same day they're listed instead of waiting a week.
   — **Keyword priority:** Free, Premium, and Premium+ buyers get their saved keywords used to rank deals; the **Standard** tier gets category priority only (keyword scoring is a Premium feature).

**Suppliers:**
• **Deals Digest** — subscribe to the same priority-ranked deal digest (weekly; daily on [Supplier Pro](/pro)).
• Platform Updates (Free and up)
• Performance Digest ([Supplier Pro](/pro))

Manage subscriptions and pick your cadence in [Dashboard](/dashboard) → [Newsletters](/dashboard/newsletters).

Question 27

How do I unsubscribe from emails?

Accepted Answer

Click the unsubscribe link in any email, or go to [Dashboard](/dashboard) → [Newsletters](/dashboard/newsletters) to toggle specific newsletters off. Note: security notifications (password changes, new device alerts) cannot be turned off for your protection.

Question 28

I'm subscribed but not receiving newsletters — why?

Accepted Answer

A few things to check: (1) **Tier access** — everyone gets the weekly Deals Digest, but the **daily cadence** is a Premium+ / Supplier Pro perk and **keyword-prioritised** ranking is excluded on the Standard tier. If you've downgraded since subscribing, your subscription is saved and your cadence resumes automatically when you upgrade again — no need to re-subscribe. (2) **No new content** — we won't send you an empty email, so if none of your followed categories, saved keywords, or favorited deals had new activity this period, that edition is skipped and you'll receive the next one with fresh content. (3) **Unverified email** — accounts with an unverified email address only receive account, security, and billing emails; verify your address and subscribed newsletters will start arriving. (4) **Spam folder** — check there and add our sender address to your contacts. If none of these apply, toggle the newsletter off and on at [Dashboard](/dashboard) → [Newsletters](/dashboard/newsletters), or [contact support](/contact).

Question 29

What features does each buyer tier include?

Accepted Answer

See the feature comparison table on the [Pricing page](/retailer-upgrade). Key differences:

• Free — browse + contact Supplier Pro members, 500 website visits/mo (Supplier Free URLs stay hidden at this tier, both in the /suppliers directory and on deal pages)
• Standard — + enquire on all deals, weekly digest, per-deal [Review tab](/help/faq?q=review-tabs) (product-reputation summary on each deal), 500 website visits/mo, makes Supplier Free URLs **visible when viewed on a deal page** (still hidden in the /suppliers directory at this tier)
• Premium — + full supplier contact access, Supplier Free URLs visible everywhere (directory + deal pages), saved keyword alerts, 500 website visits/mo
• Premium+ — + higher 750 website visits/mo cap, custom sourcing, the **daily** Deals Digest cadence (keyword-prioritised, delivered daily), supplier-wide [Review tab](/help/faq?q=review-tabs) (supplier-wide reputation summary — a sibling to the Standard-unlocked per-deal tab)

Note: Saved keyword alerts are available on Free, Premium, and Premium+ — not on the Standard tier. Website visits: Free, Standard, Premium, and Supplier Free get 500/mo; Premium+ and Supplier Pro get 750/mo. Guests (not logged in) cannot click supplier URLs at all.

Question 30

What are Website Visits and is there a limit?

Accepted Answer

Website Visits let you click through to a supplier's own website from their profile or deal listing. Every logged-in member gets a monthly budget:

• Free, Standard, Premium, and Supplier Free — 500 visits/month
• Premium+ and Supplier Pro — 750 visits/month
• Guests (not logged in) — 0; the outbound link is disabled

The budget runs on a rolling 30-day cycle from your first click in each window. A "(X left)" counter appears when you're below 20 remaining.

The **same monthly budget** also covers clicks on a supplier's social profiles (LinkedIn, X/Twitter, Instagram, Facebook, YouTube, TikTok) — website URLs and social profiles share one shared counter, not two. See [Do social-profile clicks count toward my monthly budget?](/help/faq?q=social-profile-clicks) for the full breakdown.

A separate gate controls URL **visibility**: Supplier Pro URLs are visible to every logged-in member. Supplier Free URLs are **hidden for Free buyers everywhere**, **visible only on deal pages for Standard** (still hidden in the /suppliers directory at Standard), and **visible everywhere for Premium, Premium+, and Supplier Pro** (directory + deal pages). In practice that means a Free member's 500/mo budget is spendable only on Supplier Pro URLs — see [Why is a supplier's website URL hidden for me?](/help/faq?q=blurred-supplier-urls) for the full two-gate model.

Question 31

When does my website visit counter reset?

Accepted Answer

The 30-day cycle is anchored to your **first website click** of the current window — not to your tier upgrade date, not to the calendar month, and not to your subscription renewal. Your first click opens the cycle (counter goes from 0 to 1), and 30 days later the counter automatically resets back to 0. Tier upgrades don't reset the cycle — if you upgrade from Free to Premium+ mid-window, your cap jumps from 500 to 750 but your cycle start date stays the same, so you immediately get the extra headroom. You'll receive a notification at 80% usage and again at 100%.

Question 32

What are Enquiry Templates?

Accepted Answer

Pre-written message templates you can reuse when contacting suppliers — subject, body, and extra order-requirement fields (quantity, delivery date, payment terms) can all be saved as a template and loaded into any enquiry with one click.

**Template quotas by tier** (buyer side):

• Free — 5 templates
• Standard — 10 templates
• Premium — 20 templates
• Premium+ — 50 templates

**Supplier side:** Supplier Free = 10 templates, Supplier Pro = 50 templates. Because buyer and supplier tiers run independently, your **effective quota is the higher of the two** — a Free buyer who also holds Supplier Pro gets the 50 cap; a Premium buyer who holds Supplier Free still keeps the 20 cap from the buyer side.

Create and manage templates in [Dashboard](/dashboard) → [Templates](/dashboard/templates), or save a new one directly from any enquiry form.

Question 33

Can I leave reviews for suppliers?

Accepted Answer

Not yet — member-submitted reviews are planned, not live. What IS live: **two sibling Review tabs** with reputation summaries. The **supplier-wide Review tab** (on every supplier profile) draws from external review sites / forums / public feedback and is visible to **Premium+ and Supplier Pro**. The **per-deal Review tab** (on every deal page) draws from product-level reputation signals about the specific goods, and is visible to **Standard, Premium, Premium+, and Supplier Pro**. See [Review tabs explained](/help/faq?q=review-tabs) for the full comparison.

Question 34

What's the difference between the Review tab on a deal and the Review tab on a supplier profile?

Accepted Answer

Two sibling tabs, same layout, different scope and gate. **Per-deal Review tab** (on deal pages) — a **product** reputation summary about the specific item; visible to **Standard, Premium, Premium+, and Supplier Pro**. **Supplier-wide Review tab** (on supplier profiles) — a **supplier** reputation summary across the whole business, drawn from external review sites / forums / public feedback; visible to **Premium+ and Supplier Pro**. Both surface overall score, summary, dimension scores, and highlights / cautions. Member-submitted reviews are planned, not live.

Question 35

Is there a refund or money-back window on buyer access packages?

Accepted Answer

Buyer access packages are one-time B2B purchases with no automatic renewal. Consumer cooling-off rights don't apply (all purchases are in a business-to-business capacity). Payments are non-refundable once activated, except (1) a full refund if you've registered but never logged in, and (2) at WholesaleUp™'s sole discretion. Unused days can be credited pro-rata only if you upgrade mid-package — never as cash. See [Terms of Use](/legal/terms) for full wording.

Question 36

Can I cancel or downgrade a paid buyer tier?

Accepted Answer

Buyer access packages are one-time payments with no automatic renewal, so there's nothing to cancel. Your access runs to its end date, then lapses to Free. No refund for unused days and no credit carries forward past expiry. Pro-rata credit applies only if you upgrade to a higher tier **before** the current package expires AND tick the **Apply credit** checkbox on the Upgrade button at checkout (opt-in, not automatic) — capped at the target price, never cashable.

Question 37

Do social-profile clicks count toward my monthly budget?

Accepted Answer

Yes — social-profile clicks (LinkedIn, X/Twitter, Instagram, Facebook, YouTube, TikTok) share the same monthly outbound-click budget as website-URL clicks. 500/mo on Free, Standard, Premium, and Supplier Free; 750/mo on Premium+ and Supplier Pro; guests can't click at all. Visibility follows the same context-aware tier split as website URLs — see [Why is a supplier's website URL hidden for me?](/help/faq?q=blurred-supplier-urls).

Question 38

What's the difference between Supplier Free and Supplier Pro?

Accepted Answer

Supplier Free lets you upload up to [100 deal listings per rolling 30-day cycle](/help/faq?q=deal-limits), with 10 message templates and basic profile branding. [Supplier Pro](/pro) removes the upload cap, adds the PRO badge and [priority placement](/help/faq?q=priority-placement) ahead of Supplier Free listings on deal-rank / sort-position ties, unlocks performance analytics with CSV/PDF export, raises the template quota to 50, and bundles Premium+ buyer access.

Question 39

How much does Supplier Pro cost?

Accepted Answer

[Supplier Pro](/pro) is a one-time access package: $600 for 6 months or $1000 for 12 months ([no auto-renewal](/help/faq?q=auto-renewal)). Prices adjust to your selected currency (17 supported). Flash sale discounts (around 15% off) run periodically.

Question 40

Does Supplier Pro include buyer features?

Accepted Answer

Yes. [Supplier Pro](/pro) bundles Premium+ buyer access at no extra cost — [Custom Sourcing](/dashboard/custom-sourcing), the daily personalised deals digest, both the per-deal and supplier-wide [Review tabs](/help/faq?q=review-tabs), and every other Premium+ feature. If you already hold a paid buyer membership, tick the **Apply credit** checkbox on the Supplier Pro Upgrade button at checkout to deduct [pro-rata credit](/help/faq?q=pro-rata-credit) for your unused buyer time from the Supplier Pro price.

Question 41

How does priority placement work?

Accepted Answer

[Supplier Pro](/pro) unlocks priority placement: whenever Pro and Free deals share the same deal rank and active sort position, your Pro listings render ahead of Supplier Free listings in that tie group across every category page, search surface, and directory view on WholesaleUp™. Merit-based ranking (deal rank + the active sort criteria) still drives the primary ordering, so competitive pricing, healthy stock levels, and deal quality still matter — but tie groups are common in busy categories, which is where Pro listings consistently land in front of buyers first. Think of it as a compounding visibility edge: every time a buyer browses a category or runs a search, your Pro deals get the front-of-tie slot over the Supplier Free alternatives.

Question 42

What do I get with Supplier Pro?

Accepted Answer

Unlimited deal listings, the PRO badge, [priority placement](/help/faq?q=priority-placement) ahead of Supplier Free listings on deal-rank / sort-position ties, enhanced profile branding, visibility to all 100+ registered buyers (not just Premium+), advanced analytics with CSV/PDF export and competitive positioning insights, 50 enquiry templates, the ability to contact any other supplier directly (Supplier Free can only contact Pro accounts), a weekly supplier performance digest, and Premium+ buyer access bundled in. See [Supplier Free vs. Supplier Pro](/help/faq?q=supplier-free-vs-pro) for a full comparison.

Question 43

Can I cancel Supplier Pro or get a refund?

Accepted Answer

Supplier Pro is a one-time access package with no recurring billing, so there is nothing to cancel — your access simply expires at the end of the period you purchased. If Supplier Pro hasn’t met your expectations, [contact support](/contact) within 30 days of purchase and we’ll review your case for a refund.

Question 44

How quickly does Supplier Pro activate after payment?

Accepted Answer

Card and PayPal payments activate [Supplier Pro](/pro) instantly. Bank-to-bank transfers (via Huch) typically take 1–3 business days to clear, after which Supplier Pro activates automatically.

Question 45

Can I upgrade from a 6-month to a 12-month Supplier Pro package?

Accepted Answer

Yes. Purchase the 12-month Supplier Pro package at any time — tick the **Apply credit** checkbox on the Upgrade button to deduct [pro-rata credit](/help/faq?q=pro-rata-credit) for any unused time on your current 6-month package, so you only pay the difference.

Question 46

What are the key benefits for suppliers?

Accepted Answer

• Direct access to 100+ registered resellers
• List your products for free (Supplier Free) or get priority placement with [Supplier Pro](/pro)
• Built-in stats dashboard — views, impressions, and enquiry tracking (Supplier Free and Supplier Pro)
• Market intelligence (percentile rankings, competitive positioning, trending keyword opportunities) plus CSV/PDF export on Supplier Pro
• Automated deal upload via CSV/Excel
• Enquiry management with message templates
• Affiliate program with lifetime commission

[Get started](/register) or learn about [Supplier Pro](/pro).

Question 47

What is the Buyer Profile and why should I complete it?

Accepted Answer

Your [Buyer Profile](/dashboard/buyer-profile) has 4 tabs:

1) [Buyer Profile](/dashboard/buyer-profile?tab=business-profile) — company and business type
2) [Sourcing Preferences](/dashboard/buyer-profile?tab=sourcing-preferences) — products, categories, countries
3) [Orders & Payment](/dashboard/buyer-profile?tab=purchasing-logistics) — payment methods, delivery, MOQs
4) [Online Presence & Market Focus](/dashboard/buyer-profile?tab=profile-visibility) — website, social media, focus markets

A complete profile helps suppliers understand your business, makes your enquiries more credible, and is required to send messages. It also powers your personalised newsletter digest.

Question 48

How do Product Interests work?

Accepted Answer

Your [Product Interests](/dashboard/buyer-profile?tab=sourcing-preferences&focus=productCategories) and [Categories](/dashboard/favorites?tab=categories) share a single list — editing either one updates the other automatically. Pick the categories and subcategories you're sourcing for in your [Buyer Profile](/dashboard/buyer-profile) → [Sourcing Preferences](/dashboard/buyer-profile?tab=sourcing-preferences) tab, or manage the same list with heart toggles under [Categories](/dashboard/favorites?tab=categories) in [Favorites](/dashboard/favorites). These power your [Deals Digest](/help/faq?q=newsletters) newsletter — delivered weekly on Standard and Premium, **daily (optional) on Premium+** — and highlight relevant deals as you browse. At least one category is required. You can also save keywords from [Favorites](/dashboard/favorites) to extend the matching.

Question 49

Who can see my profile information?

Accepted Answer

Your profile appears in a buyer directory that is only accessible to registered suppliers — not to other buyers or logged-out visitors. By default (Free, Standard, and Premium buyers), Supplier Free viewers see only an anonymous descriptor like "Home & Garden Online Retailer" along with your country, sourcing interests, and approximate annual purchasing volume; your company name, logo, and contact details stay hidden. Upgrading to [Premium+](/retailer-upgrade) makes your full branding (name, logo) and contact details visible to Supplier Free viewers as well. Supplier Pro members can see contact details for every buyer regardless of tier. Your email address is never displayed on the directory card — suppliers reply through the messaging system unless you include contact details in a message. Separately, when you send an enquiry or submit a [Custom Sourcing](/dashboard/custom-sourcing) request, that supplier sees your name, company, and country directly. Profiles appear in the directory only after approval. Review and update what's on your profile in [Dashboard](/dashboard) → [Buyer Profile](/dashboard/buyer-profile).

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Account & Billing FAQ

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