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 the existing organization owner’s account is no longer available

For instance:

• You were the original owner but are now using a different account, or
• The previous owner has left the company or lost access to their account.

1. To create a new organization,

• Uninstall all AfterShip apps from your Shopify/BigCommerce store to disconnect it from the existing organization.
• Reinstall the AfterShip apps from your store.
• After reinstallation, a new organization for your current account will automatically be created and you will become the new organization owner, allowing you to continue managing your team and data.

2. If you need to preserve the data in the previous organization

• Transfer ownership of the previous organization to your new account.
• You will need to provide valid proof of ownership so our team can verify and assist with the transfer.

The proof we require for transferring ownership:

• Current owner email
• Proposed new owner email (the user)
• Proof that this email belongs to the store owner or staff (e.g., a Shopify user screenshot showing the user’s role or permission level)
• Last 4 digits of the credit card used for the organization’s payment method (if the previous organization used a credit card)
• (Optional) Additional supporting documents, such as proof that the current owner has left the company or that the current owner’s email is no longer accessible

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 the organization owner's account is no longer accessible

For instance:

• You were the original owner but are now using a different account, or
• The previous owner has left the company or lost access to their account.

1. To create a new organization,

• Uninstall all AfterShip apps from your Shopify/BigCommerce store to disconnect it from the existing organization.
• Reinstall the AfterShip apps from your store.
• After reinstallation, a new organization for your current account will automatically be created and you will become the new organization owner, allowing you to continue managing your team and data.

2. If you need to preserve the data in the previous organization

• Transfer ownership of the previous organization to your new account.
• You will need to provide valid proof of ownership so our team can verify and assist with the transfer.

The proof we require for transferring ownership:

• Current owner email
• Proposed new owner email (the user)
• Proof that this email belongs to the store owner or staff (e.g., a Shopify user screenshot showing the user’s role or permission level)
• Last 4 digits of the credit card used for the organization’s payment method (if the previous organization used a credit card)
• (Optional) Additional supporting documents, such as proof that the current owner has left the company or that the current owner’s email is no longer accessible

If the issue persists, contact our support team via live chat.

Updated on: 31/10/2025