If a supplier you've previously ordered from isn't showing up, or their products are no longer visible, this guide explains the common causes and what to do.
Why a Supplier May Not Be Visible
There are a few reasons a supplier might disappear from your account:
The supplier has paused or disabled their account on Ordermentum.
The supplier has archived their product catalogue.
Your connection to the supplier has been removed or expired.
You are viewing the wrong venue account (if you manage multiple venues).
What You Can Try First
Check that you're logged into the correct venue account.
Search for the supplier by name in the supplier directory.
Check your existing connections list to confirm whether you're still connected.
When to Contact Ordermentum Support
If the supplier appears in search but their products aren't visible, or if you can't find them at all, contact Ordermentum Support. We'll check whether the supplier's account is active and reach out to them on your behalf to restore access.
If a supplier has disabled or archived their account, Ordermentum Support will need to contact them directly — this can't be resolved from your end.
Reconnecting With a Supplier
If your connection was removed and you'd like to reconnect, you can send a new connection request through the supplier directory. Alternatively, ask your supplier to send you a connection invite directly.
Still having trouble?
Contact Ordermentum Support via Settings > Help and Support. Let us know the supplier's name and what you're trying to order, and we'll investigate.