New Users settings does not work - we lost the access to client's stores

[tomds]

Hi everyone,

I’ve been trying to resolve an issue with the new Users settings in our client's Shopify store for the past week, but I’ve had no success. The system seems to be full of bugs, and so far, nobody at Shopify has been able to assist us. We are a Shopify Plus partner, and I’ve also reached out to our Partner Manager, but unfortunately, she couldn’t provide any solutions either.

The issues we’re facing:

1. Lost access to the client’s store: We suddenly lost access to our client’s store and can't continue developing the stores. The client is unable to confirm our collaborator’s account. Although they click the confirmation button in Shopify Users, the request remains stuck in "Pending" on our Shopify Partners dashboard without any further action.

2. Invitation emails not being sent: When requesting a collaborator account, the store owner is supposed to receive an email. However, these emails are not being delivered to our client’s inbox. Similarly, when adding new users, no invitation emails are being sent out. It seems that Shopify has stopped sending these emails altogether.

3. 500 Internal Server Errors: We’re encountering multiple 500 internal and other errors across various devices and browsers. The errors persist even after logging out, clearing the cache, and trying different devices.

 

What we’ve already tried:

1. Canceling and re-requesting the collaborator request 10+ times.
2. Changing the client's email address to iCloud/Gmail to bypass potential spam filter issues.
3. Attempting to change the store owner (but this action is not possible, and no error is displayed).
4. Removing and adding new users as staff accounts, but invitation emails still don’t arrive.
5. Contacting 5 different Shopify support advisors – no resolution.
6. Reaching out to our Shopify Partners Manager – no solution.
7. Removing some accounts to be under the limit of 15 staff accounts (Advanced store now - will be Plus soon)

Has anyone experienced a similar issue or does anyone have a direct contact at Shopify who might be able to help us resolve this?

Any insights or suggestions would be greatly appreciated.

Thank you so much!

Best regards,
Tomas

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[tomds]

The story continues, and we are still solving the issues. Nobody from support could not help us. It is a critical bug in the Users settings. 

The last update is:

1. All the previously deleted accounts are suddenly back again and added to that store out of the blue.

2. It is not possible to turn off the 2FA, all is turned on suddenly without any action from our end.

Is here anyone from Shopify who could help us? 

Thank you

[tomds]

Here is a screenshot of the email that the client (store owner) is getting if trying to add a new user.