[intro]We are implementing changes to our tiered services to enhance our platform further and better support your business’s growth and development success.[/intro]

Since 2016, we’ve offered a tiered hosting service based on price, support levels, and access to key features. To ensure each tier accurately reflects the resources and functionality provided, we’re introducing product limitations as part of the existing structure.

This change will help us better estimate each shop's size and resource needs, allowing us to deliver the best hosting experience - ensuring reliable performance, firm support, and continuous platform improvements. We’re committed to providing a fair, transparent service that grows with your business.

What will be changing?

There will be no changes to the Advance, Evolve, and Pro plans. We will be implementing additional product limits on the following tiers:

  • Lite - 1,500
  • Basic - 3,500
  • Standard - 30,000

Do the product limits include Variants and Options?

The product limits include Product Variants, as these are variations of products, such as colours, sizes, etc. For example, a t-shirt available in three different sizes and four different colours would be classed as 12 products (3x4=12). You can read more about Product Variants in this guide. 

The product limits do not include Product Options, which are fields used for customisable products or for additional details, such as gift wrapping. You can read more about Product Options in this guide.  

How do I know how many products are on my EKM online shop?

You can see the total number of products on your EKM online by exporting your products to a spreadsheet using the Import/Export System and following the steps in this guide. You will also receive an email from our Marketing Team to the account holder’s email address on your account that details the number of products on your EKM online shop.  

When will these product limits be implemented?

This change will occur for all EKM online shop customers on the 26th of April 2025. If you already pay for your EKM online shop annually, these changes will not affect your account until your current 12 months have elapsed. 

What happens if my EKM online shop exceeds the product limit?

If your EKM online shop surpasses the product limit, you have various options available:

Reduce your Product Range

You can reduce your product range, bringing it in line with the tier of your EKM online shop. This task can be completed using the Import/Export System or the Inventory Manager features. Our Customer Support Team or if applicable, your Ecommerce Expert can help you with this task.

Automatically Upgrade

You might choose not to reduce your product range and upgrade to the most suitable tier starting from 26th of April 2025. If your EKM online shop is currently subscribed to one of our ‘legacy tiers’ (Lite, Basic or Standard), you will be automatically upgraded to the appropriate legacy tier. 

Upgrading to a more appropriate tier offers in-depth support, features and functionality. The Basic and Standard tiers are ideal for smaller, growing businesses and will benefit from any core improvements we make to the EKM online shop platform, as well as access to new features and functionality:

Basic

Product Limit: 3,500

Tier-specific features:

The price of this tier is £49.99 plus VAT per month. 

Standard

Product Limit: 30,000

Tier-specific features:

The price of this tier is £99.99 plus VAT per month. 

The Advanced, Evolve and Pro tiers are designed to provide extensive support to established businesses. With priority support, you can expect a dedicated Ecommerce Manager to help you formulate strategies and connect you with key people at EKM who can help you make the right decisions and turn them into actionable plans to help you achieve your goals. 

Advanced

Product Limit: Unlimited

Tier-specific features:

Also includes:

The price of this tier is £280 plus VAT per month. 

Evolve

Product Limit: Unlimited

Tier-specific features:

Also includes:

The price of this tier is £300 plus VAT per month. 

Pro

Product Limit: Unlimited

Tier-specific features:

Also includes:

  • A dedicated Ecommerce Manager
  • Access to the Ecommerce Experts Team
  • Lite Design/Evolution Mode
  • £2m (annual) turnover threshold
  • Free integrations with Xero, QuickBooks & EPOS Now
  • Digital Vault
  • Salesfire Integration
  • 5 Complimentary 15gb email addresses
  • Additional Security and Site Monitoring - via Sitelock 
  • Unlimited Staff Logins
  • Competitive processing rates with EKMPay

The price of this tier is £825 plus VAT per month. 

Move to a 12-month contract as part of your upgrade to reduce your cost

Many of our customers currently pay for their EKM online shops annually instead of monthly. If you’re interested in this, EKM can offer you a 12-month contract for the price of 11 months, reducing the cost impact of your upgrade. To select this option, call our Customer Support Team, who will process your payment for you.

Frequently Asked Questions

What if my EKM online shop does not exceed the existing product limit for its tier?

Then don’t worry, there’s nothing you need to do. 

If my EKM online shop is on a legacy tier - Lite/Basic/Standard/Advanced - can I upgrade to Evolve?

You can upgrade to Evolve from one of the legacy tiers if you wish; however, please remember that you cannot downgrade afterwards. 

Could I increase the product limit for a short period?

No. You can only list the maximum number of products permitted on your EKM online shop according to its tier, including temporarily listing products for any duration. 

I pay for my EKM online shop account annually - will these limitations affect me?

Not until your annual payment has elapsed.

Do hidden and out-of-stock products count towards my product limit?

Yes, they do. Hidden products still exist despite being unavailable, and out-of-stock products can still be purchased with the correct settings configured. 

What if my EKM online shop is currently in Dormant Mode?

These changes do not currently impact you. However, the product limits will become effective when you reactivate your EKM online shop.

[contact]If you need our help with your EKM online shop, contact your Ecommerce Expert, Account Manager, or the Customer Support Team, who can point you in the right direction. Our opening hours are 9 am - 5.30 pm Monday to Friday, for telephone calls, live chats, and emails. Over the weekends, we're open from 9 am - 5.30 pm, both Saturday and Sunday, to answer emails and live chat, which you can access from the Dashboard of your EKM online shop. Outside these hours, you can leave a message for us in the live chat window or email [email protected], and we will answer as soon as possible.

If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions Board. If you have a non-account-specific question to ask the EKM Team, join us in the EKM Community. [/contact]