Hi,
After Shopify moved to role based access control a while back, we lost access to see and invite new users.
We should have the same roles as before on all the stores, and we have even asked one of the store owners to confirm that we have the administrator role. But we still don’t see any users.
All we see is this message:
Do partners not have access to users in client stores at all any more? Or is there a permission or setting that we have overlooked?
In the new setup, the store owner needs to add your partner account as a staff user and give it the right permissions.
If you’re only seeing that message, I’d have the owner check Settings > Users and permissions, then confirm your account is actually listed there as staff, not just as a collaborator.
DanielAnderson has the practical workaround. The RBAC detail is that user management is not a normal store permission that the owner can add to a collaborator role.
For a single store, Shopify limits user management to the store owner and users with the Shopify-managed Administrator role. Shopify also says that role cannot be assigned to a collaborator.
For an organization, collaborators cannot receive organization roles or the Store user administrator role. Those are the roles that provide the relevant user-management access.
So you are not missing a checkbox. A collaborator role named “Administrator”, or one containing every ordinary store permission, is not the same as Shopify’s managed Administrator role and still cannot grant user management.
A collaborator might still be able to open Settings > Users, which could explain the empty “No users found” screen, but that does not mean the account is eligible to manage or invite users.
If your agency genuinely needs that capability, the merchant must add the person as a regular Shopify admin user and assign the appropriate Shopify-managed administrator role. Whether they can add another admin user depends on the store’s plan and user limit.
Hey @Hannnes, honestly you’re chasing a permission a collaborator account can’t hold. The Users page is gated behind the Administrator store role (and on organizations, roles like Store user administrator), and Shopify blocks those from being assigned to collaborators, so whatever the owner ticks on your collaborator access, Users stays hidden for you. The route that works is a normal staff invite: the owner or an existing Administrator goes to Settings > Users and invites your email as a staff user with the Administrator role. One trade-off, a staff user counts against the store’s user limit where collaborator access doesn’t. You’ll know it landed when Settings > Users shows the list instead of that message.
Hi there @Hannnes
The level of access a partner has to a client’s store is defined by the collaborator account permissions. That being an admin in the store doesn’t necessarily mean you have access to manage users through the new roles based system.
The store owner should check your collaborator account under Settings > Users and permissions, and make sure that user management permmissions are explicitly enabled for your role. Also, verify that your Partner account is signing into the store using collaborator access and not a staff account, as the options may vary.
