Staff Partner account unable to log into store

Shopify Discussion
1

We created a “staff account” in the Partner dashboard. The staff account was given access to a specific store that we are collaborators on. However, the account cannot login. After hitting “Login” for that store, Shopify just throws an error.

Reproduce steps:

  1. Login to partners.shopify.com with main Partner account login.
  2. Create staff member, and give access to store we are collaborators on.
  3. Log out and log in as staff member at partners.shopify.com
  4. Under “stores”, hit “log in”.
  5. Page redirects to “choose an account”, select the staff partner account (it’s the only option shown).
  6. Page errors, the error shown:

The page you’re looking for could not be found> > Please make sure the web address is correct.> > Request ID: 7910b464-03db-4ad4-9138-4f9e65e64dfb

Additional info:

The URL is https://accounts.shopify.com/accounts/ACCOUNT-NUMBER-HERE/setup/enroll-tfa

Which is weird because the staff account already has 2FA fully set up. I’m not sure why it would even bother redirecting to a 2fa setup page.

2

Forgot we had Partners live chat, went through that and we were able to fix, details below -

That error usually means the staff account does not have 2FA set up, and logging in as a collaborator requires 2FA to be set up. However, in this case 2FA was already set up on the staff account. So, it’s probably related to a caching issue. The workaround was to log into the store with the staff account on another device all-together. From this different device, the staff account was able to successfully log into the store. Once that worked, the original device used to login will start working again, and will not see the error anymore.

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