Change, suspend or remove a staff member

When someone’s job changes, when they get locked out, or when they leave, you change their access from the Staff users page. This article covers editing a staff member, changing their roles, suspending and activating them, unlocking an account, and removing someone for good.

All of this needs the Edit staff permission, and removing someone needs Remove staff. Out of the box only the Store owner role has them. See staff roles.

Edit a staff member

In the sidebar, under Administration, open Staff, then Staff users. You can also open your staff list (opens in a new tab) from here.
Select the person’s name, or Edit (the pencil) on their row.

The dialog opens with their initials, name and email at the top, and a badge that reads Active or Suspended.

The edit dialog for Hala Nasser, store manager: first name, last name and phone, the roles with Store manager ticked, Account is active ticked, and the account record — Everything you can change, with the account record at the bottom.

Change what you need.
Select Save.

You see Staff member updated. and the list shows the change.

Part of the dialog	What it is
First name	Required, up to 100 characters.
Last name	Required, up to 100 characters.
Phone	Optional, up to 20 characters. Type it as you dial it in Jordan, such as 079 555 0142, or paste it with its code: it is saved once, as +962795550142.
Assigned roles	What they can see and do. At least one. See change their roles.
Account status	Account is active decides whether they can sign in. See suspend a staff member.
Account record	Facts you cannot edit: Email verified (Yes for everyone you add yourself) and Last sign-in, the date and time they last signed in, or Never.

Their email is not in the form, because it cannot be changed. If someone needs to sign in with a different address, add them again with the new address, then remove the old account. If your plan is full, remove the old account first, then add them again.

Cancel or the close button leaves without saving. If something is missing when you save, the field is marked in red, for example Enter a first name., and you see Fill in every required field.

Change their roles

Open the person’s edit dialog.
Under Assigned roles, tick the role they need now.
Untick the role they no longer need.

The edit dialog for Omar Qasem with Store manager ticked and Fulfilment team unticked, and under the roles the line Saving this signs them out. Their next sign-in uses the new roles. — Omar moves from the packing team to store manager. The line under the roles says what saving does.

Select Save.

The Staff users page after saving: Omar Qasem’s row now shows Store manager, with the message Staff member updated. — The new role shows on his row straight away.

Someone holding several roles gets every permission of every role. Everyone must keep at least one: if you untick them all, you see Pick at least one role — without one this person can sign in but cannot open anything.

Changing someone’s roles signs them out at once. Whatever they have open in the console takes them to the sign-in page the next time it loads or saves anything, and they sign in again with the new roles. The dialog warns you before you save: as soon as the roles you tick differ from the ones they hold, a line under the roles reads Saving this signs them out. Their next sign-in uses the new roles. The line does not appear:

while Account is active is unticked, because the red note under that box already says they will be signed out;
for someone who is suspended, because they are signed out already and their next sign-in starts afresh;
while no role is ticked, because the form refuses that save.

A save that keeps the same roles, for example to correct a phone number, does not sign anyone out.

You can only give roles whose permissions you hold yourself. As the store owner you hold them all, so this only matters when someone with a custom role manages staff. See what each role can do.

Your own roles

Your own row has Edit too, and you can change your own roles in the same way. The line under the roles then speaks to you: Saving this signs you out. Your next sign-in uses the new roles.

Rania Haddad’s own edit dialog with Store owner unticked and Store manager ticked, the line Saving this signs you out. Your next sign-in uses the new roles. under the roles, and You cannot suspend your own account. under Account status — Changing your own roles signs you out when you save.

Warning

If you untick Store owner on yourself and save, you lose its permissions when you sign in again, including staff, roles, settings and your subscription. Only another store owner can give them back. If there is none, you cannot undo it yourself.

Suspend a staff member, and what it does

Suspend someone to stop them signing in without losing their account, for example while they are on leave.

Open Staff users.
On their row, select Suspend (the circle with a line through it).

There is no confirmation. You see Staff member suspended., their row turns grey with a Suspended badge, and the Suspended card counts them.

The Staff users page with Omar Qasem’s row greyed and marked Suspended, the Suspended card at 2, and the message Staff member suspended. — Suspended from the row in one click. The Activate button replaces Suspend.

You can do the same from the edit dialog: untick Account is active and select Save. As soon as you untick it, the badge at the top reads Suspended and a red note appears under the tick box.

The edit dialog for Yara Salem with Account is active unticked, the Suspended badge at the top and a red note under the tick box — A suspended account. Its roles stay ticked, ready for when you activate it again.

What a suspension does:

They cannot sign in again, with their password or with Google. They see This account has been deactivated.
They are signed out straight away. If they are signed in when you suspend them, the console takes them to the sign-in page the next time it loads or saves anything.
Nothing is lost. Their roles, their account and everything they did in your store stay as they are.
They still take a place on your plan’s staff limit. To free the place, remove them.

You cannot suspend yourself. A suspended account cannot sign in to switch itself back on, so a store’s only owner would be locked out of their own store. Your own row, marked You, has no Suspend button, and in your own edit dialog Account status reads You cannot suspend your own account. where the tick box would be.

Rania Haddad’s own edit dialog, the store owner: her name, phone and the Store owner role ticked, and under Account status the line You cannot suspend your own account. instead of a tick box — Your own account has no Account is active box.

Activate them again

On the suspended person’s row, select Activate (the circle with a tick).

You see Staff member activated. and their row reads Active again.

The Staff users page with everyone Active again, the Suspended card at 0, and the message Staff member activated. — Yara Salem is back. She signs in with the same email and password as before.

You can also tick Account is active in their edit dialog and select Save. They sign in with the same email and password as before, with the same roles.

An active account takes one of your plan’s staff accounts. If every place is taken by an active person, for example after a move to a smaller plan paused the accounts beyond its limit, activating is refused with This plan has reached its staff account limit. and nothing changes. Remove someone who has left, or move up a plan. See how many staff accounts your plan includes.

Unlock an account locked after failed sign-ins

If someone types a wrong password five times in a row, sign-in to their account pauses for 30 minutes. They see Sign-in is paused after too many failed attempts. Try again after … with the time it opens again. After that time it opens by itself.

To let them in sooner:

Open their edit dialog. A yellow box reads This account is temporarily locked after failed sign-ins.

The edit dialog for Omar Qasem with the yellow box This account is temporarily locked after failed sign-ins. and an Unlock button — The box only appears while the account is locked.

Select Unlock.

You see Account unlocked. and the yellow box goes. They can sign in straight away.

The edit dialog after unlocking, with the message Account unlocked. at the top and no yellow box — Unlocked. There is nothing else to save.

Unlocking does not change their password. If they have forgotten it, they set a new one from Forgot password? on the sign-in page. See reset a forgotten password.

Remove someone from your team

Remove a person who has left for good.

On their row, select Delete (the bin).
In the box Remove staff member?, read They lose access to your store. This cannot be undone.

The confirmation box Remove staff member? with Cancel and Delete buttons — The last check. Cancel closes it and nothing changes.

Select Delete to confirm, or Cancel to keep them.

You see Staff member removed. and they leave the list.

What removing does:

They can no longer sign in to your store. If they are signed in when you remove them, they are signed out straight away.
Their place is free on your plan’s staff limit at once.
Your records stay. The audit log keeps showing their email next to the changes they made.

Warning

You cannot bring a removed account back. If the person returns, add them again as a new staff member. You can use the same email, with a new temporary password and their roles. See add a staff member.

You cannot remove yourself: your own row has no Delete button.

Tip

Not sure they are gone for good? Suspend instead. It signs them out and stops them signing in again, and keeps everything ready for their return. Remove them when you need their place on your plan.

Next, see what each role can see and do, or who changed what in the audit log.