LCBO’s Future State Modernization
In 2023, the provincial government announced the modernization of the marketplace to create more convenience and choice for consumers. In addition to more retailers selling alcohol, it was announced that LCBO will become the exclusive wholesaler for all retail, bars and restaurants selling alcohol and a new ‘cost-plus’ wholesale pricing would be developed that was consistent for all retailers.
At the same time, LCBO has embarked on a multi-year program called Future State Modernization (FSM) that will strengthen our IT systems, and streamline our business processes, improving our operations for our company and our stakeholders.
Staying updated on Future State Modernization Release R1b
This page provides a weekly update on key known issues related to the launch and update of several LCBO systems on April 1, as part of LCBO’s Future State Modernization.
It includes the status of key known issues and the work underway to resolve them, assuring grocery and convenience stores have the latest information. Transparency is important to us, as is your feedback. If you experience issues, not reflected on this page, please continue to connect directly with your Account Manager.
Ongoing improvements: As of May 29, 2026
Order issues:
- Several grocery and convenience store customers have reported issues related to placing an order and receiving an error message stating “restricted products”. While we work on correcting this issue, please contact lcbogroceryoperations@lcbo.com (for grocery customers), groceryandconvenience@lcbo.com (for convenience customers), or your account manager if this impacts your order.
Data & access permissions:
- Some grocery and convenience stores that received their licence on or after April 1 are not yet able to be onboarded with LCBO as we work through a backlog of data to be updated. We are working diligently to get these customers ordering online as soon as possible.
- There have also been some data issues preventing a small group of customers from accessing wholesale.lcbo.com; this is being prioritized for resolution and we are communicating with customers as access is granted. If you do not currently have access and have not already raised this with the LCBO, please reach out to your Account Manager or lcbogroceryoperations@lcbo.com (for grocery customers), groceryandconvenience@lcbo.com (for convenience customers).
Order administration:
- We understand that the inability for corporate offices to place orders or submit claims has been identified as a challenge. While the system does not include this capability, we are evaluating a solution to address this and will provide an update when available.
Invoices:
- Some customers are not directly receiving invoices for LCBO purchases. Currently, we have a manual workaround in place and are working on correcting the root issue. This issue should be corrected over the next few weeks and we will provide an update when it has been fixed.
Claims:
- We are pleased to share that a technical issue preventing customers from uploading attachments over 1MB to a claim submission has been resolved. Customers can now attach files up to 2MB. However, some LCBO Convenience customers are still experiencing an error message when submitting a claim. As a result, we are extending the 72-hour deadline while we work on fixing this issue. Reminder: you can only submit your claim after you have received an invoice for the order. If you receive an error message when submitting your claim, please contact your Account Manager. All claims must be submitted through wholesale.lcbo.com. Suppliers are unable to assist you with claims.
Delivery - New: wholesale customers must either accept or decline the entire shipment at the time of delivery.
Reminder
- Invoice visibility: As was discussed during stakeholder sessions before launch of FSM, grocery and convenience stores are no longer able to see invoices in the system; instead, invoices are sent to registered email accounts daily. We recognize that this is a change for retailers.
Information and resources
- FAQs
Please contact your Account Manager with any questions.