Troubleshooting: Cannot Access Organization

Overview

If you’ve ever logged in from Shopify/BigCommerce or directly into AfterShip and found yourself unable to access your organization, it is most likely due to your organisation’s membership or subscription. This article guides you through the possible reasons why access is restricted and provides step-by-step solutions to resolve the issue.

Reasons why you cannot access an organization

There are two common reasons which is why you are unable to access an organization in AfterShip:

• You are not a member of the organization
• The organization’s subscription plan has expired

Case 1. Cannot access from Shopify (or BigCommerce)

If your Shopify/BigCommerce store is already connected to an organization and you are not part of it, you won’t be able to access AfterShip products from the respective platform.

Solution 1: Request to join the organization

1. Click the Request to join button.
2. The organization’s owner will receive an email of your request to join.
3. The request will also appear on the Members page for review.
4. Once approved, you will be able to access the organization.

Solution 2: If you are the organization owner and no longer use the account

1. Uninstall the AfterShip apps from your Shopify/BigCommerce store to disconnect the store from the current organization.
2. Reinstall the app to connect the store with your correct organization.

Case 2. Cannot access due to expired subscription

This error occurs when the organization’s subscription plan has expired. Members with paid seats will lose access until the subscription is renewed.

• Members with paid seats will automatically lose access.
• Members with free seats (assigned to the earliest joined members) will still have access.

Solution 1: Renew the subscription

The organization owner must renew the subscription to restore access for all members. 

Solution 2: Remove unnecessary members occupying paid seats

1. Go to the Members page in your AfterShip Organization settings.
2. Remove inactive members.

This frees up some seats so the right members can retain access.

Solution 3: If you are the organization owner and no longer use the account 

1. Uninstall the AfterShip apps from Shopify/BigCommerce to disconnect the store.
2. Reinstall the app to link the store with a new organization.

Updated on: 25/09/2025