No access to shipping/billing addresses over API

Shopify Apps
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Topic summary

A custom app developer is unable to fetch shipping and billing addresses via the Shopify API on one specific store, despite identical permissions working on multiple other stores (Basic, Advanced, and Shopify plans).

Error Details:

  • GraphQL query returns error: “This app is not approved to access the Customer object. Access to personally identifiable information (PII) like customer names, addresses, emails, and phone numbers is only available on Shopify, Advanced, and Plus plans.”
  • The developer has been successfully fetching PII from other Basic plan stores for nearly a year without issues.

Attempted Solution:

  • Another user suggested requesting “Protected customer data access” from the Partner Dashboard under API access settings.

Complication:

  • The developer uses collaborator access for manual custom app installation on each store, making Partner Dashboard configuration unavailable.
  • The problematic store is currently in soft launch, expected to fully launch within a few days.

Status: Unresolved - awaiting potential changes when the store completes its launch phase.

Summarized with AI on November 3. AI used: claude-sonnet-4-5-20250929.
1

Hi,

I have custom app running on few stores now, Basic, Advanced, Shopify no issue on any of the stores but the recent one we have added.

We received an order and realised that no shipping data was fetched. Permissions are the same across all stores so I don’t have clue why this issue.

Query :

query GetFulfillmentAndOrderDetails($fulfillmentOrderId: ID!, $orderId: ID!) {
  fulfillmentOrder(id: $fulfillmentOrderId) {
    id
    orderId
    orderName
    lineItems(first: 250) {
      edges {
        node {
          id
          productTitle
          sku
          totalQuantity
        }
      }
    }
  }
  order(id: $orderId) {
    id
    name
    createdAt
    totalPrice
    lineItems(first: 250) {
      edges {
        node {
          id
          sku
          name
          quantity
          originalUnitPriceSet {
            shopMoney {
              amount
              currencyCode
            }
          }
          discountedUnitPriceSet {
            shopMoney {
              amount
              currencyCode
            }
          }
        }
      }
    }
    subtotalPriceSet {
      shopMoney {
        amount
      }
    }
    shippingAddress {
      firstName
      lastName
      address1
      address2
      city
      country
      zip
      province
      phone
    }
    shippingLine {
      code
      originalPriceSet {
        shopMoney {
          amount
        }
      }
    }
  }
}

and part of response:

"errors": [
        {
            "message": "This app is not approved to access the Customer object. Access to personally identifiable information (PII) like customer names, addresses, emails, phone numbers is only available on Shopify, Advanced, and Plus plans. Learn more: (link)
            "locations": [
                {
                    "line": 99,
                    "column": 7
                }
            ],
            "path": [
                "order",
                "shippingAddress",
                "firstName"
            ],

according to this error message I should not be able to fetch PII from other basic stores yet I’m doing it for nearly a year now without any issue. Shopify support will not help as it’s 3rd party app. Anyone ?

Thanks

2

Hi @MichalSmyk ,

From your partner dashboard try looking for these settings:

  1. From the Partner Dashboard, go to Apps, and then select your app.

  2. In the sidebar, click API access.

  3. Find Protected customer data accessand click Request access.

  4. Select Protected customer data, provide your reasons for using it, and click Save.

This is an extract taken from: https://shopify.dev/docs/apps/launch/protected-customer-data

3

HI @AchieveApplabs ,

The issue here is that we get collaborator access to each store and then process with manual custom app installation so I cannot do it from Partner Dashboard.

If that changes anything, said store is in soft launch dur to be launched 100% in few days time.

Thanks