Error requesting collaborator access

[Jake5]

I'm posting this here to see if anyone else has had this issue or can offer any other insights or suggestions. I was on the support chat for roughly 2 hours with no resolution, but here it is:

I have a collaborator with a Shopify partner account whom we are trying to grant access to our shop.

She continually is receiving this error message which seem pretty straight forward.

This user did exist as a staff account on our store but has since been deleted (in favor of the collaborator account), as the error suggests as a way to resolve the issue.

This user and email no longer appear in our store's Users list, and I can verify the user was deleted when I view the logs via the Shopify security admin screen. However, she still gets this error message.

So, it would appear that either the delete user function performed on this user did not fully work, and there is still a user account attached to my Shopify store, and the screen is shown above is malfunctioning 

OR 

Somewhere else within the Shopify system, the user is still associated with my store that is triggering the error and preventing the collaborator account from joining despite the user not displaying in my store's user list.

Support kept asking us to retry periodically, then ultimately said to use a different email on the collaborator account but that's not an option for us.

Has anyone else run into this issue? Is there anyone else on the support team that can contact me to take a deeper look as to why (despite this account no longer existing on my store) the system still thinks this user exists?

Thank you

[Jake5]

I have not. In fact, multiple users in my organization have this same issue. Any of our deleted staff accounts are unable to join our store as a collaborator. Extremely frustrating and delaying our store launch.

[Jenny6]

I encountered this similar issue before on my store when intending to invite another collaborator to check my store settings. The way I resolved this issue last time is to ask that collaborator to do a fully check if he accessed my store recently as a staff and if so, exist all the access he did on my store and clear the brower cache, then try again after waiting nearly a day, until I can add that collaborator properly on my end.

This issue is mostly due to the previously existed cache or login information on the related collaborator end and by further checking with them and existing all access completely, you should be able to approve or let that collaborator work with you successfully.

Unsure if this works on your store or not, but you can have a try at least. Hope it works for you @Jake5 

[Jake5]

Thanks for the suggestion, Jenny.

We've tried clearing the browser cache and she even attempted logging in on a different browser and we still get the same error. Same thing for two other collaborator accounts we're trying to get added. Each one is giving the error.

[Jenny6]

Emm…… this seems very tricky on your end Jake. You can also choose to escalate this issue to Shopify team and let them check this situation for you directly from their backend, see if will resolve or not.

Sincerely hope this can be resolved soon on your end, don't feel frustrated too fast and you will make it eventually I believe!