Unable to access or request collaborator stores

[Jahangir]

Hi,

Our team is currently unable to access existing collaborator stores or request access to new stores through the Shopify Dev Dashboard.

When we open Stores → Collaborations, the page displays the following error:

“Something went wrong. Please refresh the page and try again.”

Before this started, it was asking to complete identity verification while sending a new collaborator request. I completed the verification, but the issue is still happening.

Because of this, our support team cannot access merchant stores to investigate issues or provide technical support.

What we have tried

• Completed the requested identity verification
• Refreshed the page and signed in again
• Tried different browsers and incognito mode
• Cleared browser cache and cookies

The issue is still affecting collaborator-store access in our organization.

Has anyone else experienced this after identity verification? Is there an additional verification, organization permission, or account review step that may still be pending?

I have attached a screenshot of the error. Any guidance from the Shopify team would be greatly appreciated, as this is currently blocking our merchant-support operations.

Thank you.

Also, sometimes our team gets this message.

[Alan_G]

Hey @Jahangir - thanks for flagging this. Identity verification should only apply when sending new collaborator requests and shouldn’t block access to existing collaborations.

The second error looks like the affected Shopify account might already exist on the store as a regular user or pending invitation. Could you confirm whether this affects every team member and store, or only specific identities?

I can set up a DM if needed to collect the affected store and organization details, along with timestamps if that’s easier for you, so we can look into this further. Hope to hear from you soon!