Why has a supplier disappeared from my catalog?
If a Vendor or Catalog that was previously available is no longer showing in your account, don’t worry—this can happen from time to time and is usually quick to resolve.
First, let’s check a few things
Before raising a ticket, please run through the following:
1. Check your Vendor list
Go to Settings > Vendors and search for the supplier.
Is the vendor listed here?
2. Check Catalog History
Go to:
app.hoopscrm.com/catalog/history
This shows all active catalog imports
Try scrolling to find the vendor
3. Refresh and filter your Catalog
Go to Catalog from the main menu
Refresh your browser
Click Vendors to filter the catalog
Look for the supplier in the filter list
If you can find the vendor
If the vendor appears in any of the above locations, it’s likely:
The product code or name being searched is incorrect
The product has been removed or updated by the supplier
(for example, discontinued items are often removed from the dataset)
If you cannot find the vendor
If the vendor is not visible in:
Settings > Vendors
Catalog History
Catalog Vendor filter
Please raise a Catalog ticket and include:
The name of the supplier that has dropped off
If you know your pricing tier with this supplier, please include that as well, it speeds up the reconnection process.
Our team will investigate and restore access as quickly as possible.
Need help?
If you’re unsure or can’t locate the supplier, include as much detail as possible in your ticket—we’ll take it from there.