Hello there, I’m trying to suspend or remove one of our organization users. When I try to remove them, this is what I get:
And when I’m trying to access their store to i.e. change ownership:
I cannot remove store form dev dashbaord too, it’s not listed there at all. The store in question is morus12-text
@Daniel-LiveChat That combination usually means the ownership record and the store list are out of sync, not that you can safely force-delete the user.
Shopify requires every store to have one owner. For a normal development/client-transfer store, the current owner can change ownership from Settings > Users, and Shopify’s Partner documentation says removing a Partner member should transfer development-store ownership to the primary organization owner. Since morus12-text is not visible in your Dev Dashboard and Shopify is blocking both access and removal, I would not keep retrying or delete anything.
From Partner Dashboard > Organization > Users, open the affected user and use the menu beside the Store owner role > View stores. If the handle is listed there, note whether it is a development/client-transfer store or a merchant store. If it is missing there too, contact Partner Support while logged in as the organization owner and give them the exact handle plus these two screenshots; ask them to locate and reassign the stale Store owner record.
One detail will decide the path: was morus12-text created as a development store, or was it an existing merchant store added later?
@kai_xing thank you for the reply. When I’m in single-user view and I check what stores the user has access too, it shows the morus12-text, no info about dev/client tho:
But when I’m in all stores view in org panel or dev dashbaord, there is no such store listed:
Also, this store seems to be inactive/expired. I cannot change its owner, I cannot access it in any way.
I’m logged in as org owner, but I do not see Partner Support anywhere in the app, also Shopify always redirected us here with any questions first.
Thanks — that confirms this is not ordinary store access. The user record says Store owner, but the store is absent from both All stores and the Dev Dashboard and is inactive/inaccessible. That points to an orphaned or stale ownership record that only Shopify can resolve; I would not remove roles or recreate anything.
Partner Support is reached through the Help Center, not necessarily a button inside Partner Dashboard: https://help.shopify.com/en/partners/help-support/getting-support. While signed into the correct Partner account, choose Chat with us and select your Partner organization (not a store) when prompted.
In the private support chat, send the organization name, affected user, shop handle and screenshots, and ask them specifically to (1) locate the internal store record for morus12-text, (2) confirm whether it is a development/client-transfer or merchant store and its status, and (3) reassign or clear the stale Store owner record so you can remove the user. Please don’t post the user’s email or any account IDs publicly.
