Staff account not found for email

bcorrigan
New Member
2 0 1

One of our staff members is unable to login to the admin region. She keep receiving an error stating "There's no account for this email. Enter a different one or create an account."

There is a staff account with that email. Anyone else run into this? Suggestions?

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Ash
Shopify Staff
Shopify Staff
772 86 119

Hey, @bcorrigan!

Ash here from the Shopify team. Welcome to the Shopify Community! 

I'm sorry to hear that one of your staff members is having some trouble logging into the admin. I'm happy to help out! In order to assist, I'd like to start by getting some more information surrounding the problem. Could you please reply back to this post and let me know the following? 
  • When did you create the staff account for them? 
  • Did they accept the invite through their email? 
  • Has this staff member successfully logged into the admin with their staff account in the past? If so, when was their last successful log in? 
  • Could you please send a screenshot of the error they're getting? 

Once I have that information, we can determine the best way to proceed. Additionally, here are some troubleshooting steps your staff member can try. If the issue is localized to their computer or browser, these steps should resolve the problem: 

  • Check your browser for any available updates and complete them if able
  • Clear your browsers cache and cookies (https://kb.iu.edu/d/ahic)
  • Access your shop in a private / incognito browsing session and try again
  • Try in an alternate browser and complete the above steps again
  • Try on an alternate device and complete the above steps again

Hopefully those steps resolve the issue, but if not, I look forward to hearing back from you with the above requested additional information so we can continue to work through this together. 

Ash | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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bcorrigan
New Member
2 0 1
  • Hard to say when the account was created, probably well over a year ago.
  • I'm assuming accepted around that time
  • Her last successful login was August 6th of this year.
  • Screenshot-error.png

 

 

 

 

 

 

 

 

 

I'll have her check her browser settings, but I tried to log in to her account on mine and received the same error.

Ash
Shopify Staff
Shopify Staff
772 86 119

Hey, @bcorrigan!

Thank you for getting back to me with the additional information and the screenshot. In order to further assist, I'm going to need to take a closer look into this on my end. Before I can do so, I'll need to authenticate you on the shop in question. I've sent an email to the email address associated with your Shopify Community account with the next steps. Please reply to that email, and we can continue to work through this together!

Ash | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

cavanaugh
New Member
2 0 0

Greetings, I am having the same issue - not able to log in with the email invite.  Please advise.  Thank you.

 

cavanaugh_1-1620922672298.png

 

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Olivia
Shopify Staff
Shopify Staff
624 63 118

Hey, @cavanaugh!

Welcome to Shopify Community. My name is Olivia and I work here.

I'm just helping my colleague out with some follow-ups and I'd be glad to advise you further. Based on your screenshot, it looks like you may not have an active invite for that particular store. Have you connected with the Account Owner of that store directly yet?

If so, they should be able to re-send a new invite link for a staff account. If there continue to be issues with your invite at that point, please have the Account Owner connect with us directly so we can authenticate and access the account for troubleshooting purposes.

Warm regards,

Olivia | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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cavanaugh
New Member
2 0 0

Thank you for your reply. The store owner has sent numerous invites and I get the same message each time. Are multiple stores allowed under my admin profile? I would like to speak with someone directly for account troubleshooting - this issue is preventing access for a client's bookkeeping.

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Olivia
Shopify Staff
Shopify Staff
624 63 118

Thanks for getting back to me, @cavanaugh.

We can certainly provide account-specific troubleshooting, however, the Account Owner will need to connect with us directly so we can authenticate them securely. In case you missed my earlier message, there is a direct link available there for them to reach out to us. 

You should not expect to run into any issues with using the same log in for several stores.

If you have further questions around this, let me know and I'd be glad to help.

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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