Why can't my accountant access the staff account I created?

[MommaB]

Hi, I'm Erin aka Momma B I added my accountant as a staff and he recieved the email but was unable to login. He can't see my store as his store lists. He uses shopify and said it looks different? Does he use the original link? He had said it wouldn't work. 

Thanks

[Greta · Accepted solution]

Hi there, @MommaB!

Thank you for your post, I'm happy to help.

That is definitely a strange issue. I recommend that you ask your accountant to clear his cache and cookies, and try to open the link again. If that doesn't work, you can delete the account you made for him, and then create a new account to see if the new link he is sent works. You can find the steps to delete the account in this help document. 

If he tries these steps and there's still an issue, could you share a screenshot with me of what he sees when he tries to log in? That would help me investigate a bit more.

I look forward to helping you further!

[MommaB]

Thank you, I had to remove him and readd him. It appears to be working:)

[Greta]

Thanks for getting back to me, @MommaB! I'm so glad to hear that worked.

Please let me know if you run into any other issues!