Plans page problems: activation stuck or 'Catalog too large'
You choose, start and change your Olvio plan on the Plans page of the Olvio admin. This article explains what to do when a plan can't be selected, when your subscription doesn't activate, when an error message appears, or when no free trial is offered.
A plan is grayed out and its button reads Catalog too large
Under the page heading, Your catalog: shows how many products Shopify reports for your store. The count stops at 10,000: if your store has more products, it still shows 10,000. Each plan covers a set number of products: up to 1,000 on Starter, up to 5,000 on Growth and up to 25,000 on Scale.
When your catalog has more products than a plan covers, that plan's card is grayed out and its button reads Catalog too large. You can't click it. The card explains why, for example Your catalog has 1,200 products. This plan covers up to 1,000 products. A plan that covers exactly as many products as your catalog has stays available.
To continue, choose a plan that covers your catalog. To compare the plans, see Compare Starter, Growth, and Scale plans.
A few related cases:
If your catalog has grown past the plan you're on, your plan's card is grayed out too, but it keeps the Current badge and the Current plan button. If you select the other billing option, its button reads Catalog too large, so you can't switch that plan between monthly and yearly. Choose a plan that covers your catalog instead.
If Your catalog: doesn't appear under the heading, Olvio couldn't get the count from Shopify. In that case no plan is grayed out, and you can choose any plan.
The Dashboard says you're over your plan's product limit
When the number of products Olvio has imported is higher than your plan includes, the Dashboard shows a banner such as You're over the Starter product limit. It tells you how many products your catalog has and how many your plan includes. This count can include your draft and archived products.
Nothing is switched off: Olvio keeps syncing your catalog and answering questions about every product. To move to a plan that covers your catalog, click the button in the banner to open the Plans page. See Upgrade or downgrade your plan.
The two numbers don't come from the same place, so they can differ. The Plans page asks Shopify for your product count each time you open it. The Dashboard counts the products Olvio has imported from your store. The count on the Plans page also stops at 10,000, so if your store has more products, the Dashboard can show a higher number.
Your subscription stays on Activating your subscription…
After you approve a subscription on Shopify's approval page, Shopify brings you back to Plans. While Shopify confirms it, the banner Activating your subscription… shows. Olvio checks again every few seconds, and the page updates on its own. This usually takes a few seconds.
When your subscription is active, the page heading reads You're on the Growth plan (with the name of your plan), and the app menu shows the rest of the Olvio admin, such as Conversations and AI Setup.
If the banner is still there after a minute:
If you're not sure you approved the charge, click the plan's button again and approve it on Shopify's approval page. Don't leave that page without approving.
If you approved and your plan still isn't active, contact us (see the end of this article).
You switched plans but your old plan still shows Current
When you switch from one plan to another, or between monthly and yearly, the Activating your subscription… banner doesn't show. As the page loads, a green banner can briefly show the name of your previous plan. This doesn't mean the switch failed. Your previous plan keeps the Current badge until Shopify confirms the change.
If you pay yearly and switch to a cheaper yearly plan or to any monthly plan, Shopify starts your new plan at the start of your next billing cycle. Until then, your current plan can keep the Current badge. This is expected, and you don't need to choose the plan again. See Upgrade or downgrade your plan.
For other switches, Shopify usually confirms the change within a few seconds. The Plans page doesn't keep checking on its own: open another page of the Olvio admin, then open Plans again to see your new plan.
If you declined the new charge on Shopify's approval page, nothing changes and you stay on your current plan.
An error message appears when you click a plan
If Olvio shows Unable to start the subscription flow. Please try again., Shopify didn't open its approval page and your plan hasn't changed. Wait a moment, then click the plan's button again. If the message keeps coming back, contact us.
The plans don't offer a free trial
The 14-day free trial is available on your store's first subscription only. The line under the plans says so: A 14-day free trial is available on your first subscription. Switching plans afterwards does not reset the trial.
If your store never had a subscription, the page heading reads Start your 14-day free trial and the plan buttons read Start 14-day trial.
If your store already used its trial, the heading reads Choose your plan and the buttons read Subscribe to Starter, Subscribe to Growth or Subscribe to Scale. Charges start as soon as you approve the subscription on Shopify.
If you're already on a plan, the other plans' buttons read Switch to followed by the plan name, for example Switch to Scale. The new plan has no free trial.
Olvio only shows the Plans page
If Olvio opens on Plans every time and the app menu doesn't show pages such as Conversations or AI Setup, your store doesn't have an active plan. Either you haven't subscribed yet, Shopify hasn't confirmed your subscription yet, or your subscription has ended or been put on hold by Shopify (for example, because of an unpaid Shopify bill). Choose a plan and approve it on Shopify's approval page. See Subscribe to a plan and start your free trial.
Still stuck?
Contact us with your store's .myshopify.com address, the plan you tried to choose and the message you see on the Plans page. See Contact us and support hours.