Plans: All Plans Platforms: Shopify, BigCommerce
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.
Additionally, this article also addresses cases where the app incorrectly displays a trial status despite being on a paid plan, caused by subscription discrepancies.
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
The organization's Accounts subscription is suspended or unpaid
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
Click the Request to join button.
The organization’s owner will receive an email of your request to join.
The request will also appear on the Members page for review.
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.
In both cases, a new organization must be created in order to restore ownership access.
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.
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
Go to the Members page in your AfterShip Organization settings.
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.
In both cases, a new organization must be created in order to restore ownership access.
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.
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 3. App shows trial status despite being on a paid plan
If your app displays a trial status despite being on a paid plan, it may be due to issues with separate subscriptions within your account. Here’s how to identify and resolve the problem:
Understanding subscriptions
AfterShip Returns Subscription: This covers the product features and is billed directly, often through platforms like Shopify.
AfterShip Accounts Subscription: This controls access for additional organization members and is billed per member.
Common issue: Inactive accounts subscription
If the Accounts subscription is suspended or unpaid, additional members in your organization may appear inactive or be unable to access the app, even if the Returns subscription is active. This can result in the app showing a trial status.
Steps to resolve
Check Subscription Status:
Verify the payment status of both the Returns and Accounts subscriptions.
Ensure that all dues are cleared for the Accounts subscription.
Manage Organization Members:
If you no longer need access for certain members, remove them from your organization settings.
Confirm the status of active members to ensure they have proper access.
Update Payment Information:
If payments are overdue, update your billing details and settle any outstanding amounts.
By addressing these subscription discrepancies, you can ensure uninterrupted access for all members and resolve the trial status issue.
If the issue persists, contact our support team via live chat.