Why can't my colleague create a limited access staff account?

Shopify Discussion

Topic summary

A user encountered an issue when inviting a colleague to create a limited staff account. After clicking the invitation link, the colleague was prompted to log in rather than create a new account.

Root cause identified:
The problem occurred because the colleague previously had a Shopify account associated with their email address. This existing account prevented the new staff account creation process from working properly.

Resolution:
Once the user recognized that their colleague had a prior Shopify account, they were able to resolve the issue. The colleague could then successfully sign in and gain access to the store.

Key takeaway:
When inviting staff members, existing Shopify accounts tied to the same email can interfere with the invitation process.

Summarized with AI on November 13. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I’m trying to get an access(limited) to staff and have a problem with it. After my colleague receives email where it says “You’ve been invited to create a staff account at … To accept this invitation, create a staff account.” he clicks to “Create staff account” and instead of creating account it proposes him only to login with password(that haven’t been setup before).

Even if he clicks to reset password, after that he is able to login with a new one, but after login it asks to enter Google Authenticator(that also haven’t been setup before). In my admin panel I clearly see “Two-step Authentication- This user has not enabled two-step authentication”

2

Hi, @clixcoin .

Thank you for reaching out! I am sorry your having difficulties adding a staff account.

Just to double check, your employee has never had an account with Shopify?

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell?

Talk soon,

3

Thanks for the quick help, the problem was that he previously had Shopify account :slightly_smiling_face:

4

Hi, @clixcoin .

Thank you for your reply and letting me know!

Were they able to sign in and gain access to your store?

Talk soon,