Requesting Guidance: Unable to Re-Establish Collaborator Access

Shopify App Store
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Hi Shopify Community,

We are experiencing an issue with reestablishing collaborator access to the Shopify store

Summary of the situation:

Collaborator access for this email was previously removed by the store owner.

Attempts to send a new collaborator access request result in the following notification from Shopify:
“An account’s email on the store is the same as your partner business email. You can log into the store using that user, or ask the owner of the shop to remove the user.”

However, when trying to log in to the store directly, the following error appears:
“Your account doesn’t have permission to view this page. Try using a different account or going back to the Stores List page.”

It appears that Shopify still considers the account associated with the store, even though access was intended to be fully removed.

We would appreciate guidance on how to ensure the previous user association is fully removed so that a new collaborator access request can be sent and approved. If there are specific steps for the store owner or for us to follow within the updated Shopify interface, detailed instructions would be very helpful.

1 Like
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Hey @Mykola_Omelyan, thanks for sharing this. The error you are seeing typically shows when your email has a staff account on the store not a collaborator account.

I would suggest in this case to work with the store owner to make sure all references to your email are removed from the admin. Once that is done, you should be able to request collaborator access again.

If after that there are any issues, you’ll have to reach out to our support teams directly to have them look in to this.