When you add an email inbox with Standard setup, you may see a banner titled Access restricted with the text "Your account can't create new email inboxes right now." The form and the Create inbox button stay locked until our team has reviewed your account.
Why you see it
Before a store can add email inboxes with Standard setup, our team reviews the account. Until that's done, the form stays locked.
The banner doesn't count your inboxes, so it can show when you have none. It works the same on every plan, and changing a user's role doesn't remove it.
Other channels aren't affected. You can set up the chat widget, Meta, WhatsApp and the rest while you wait. If another channel won't connect, that's a separate problem. Tell us which channel and what you see on screen.
How to get it unlocked
- Click the chat bubble in the bottom right corner of the app. If you don't see it, widen your browser window. It's hidden on phones and narrow windows.
- Tell us you see Access restricted on Standard setup.
If you're already talking to us, ask in that conversation instead of starting a new one.
The banner also shows an email address. We recommend the chat, because we can see your account next to the conversation.
If you're writing from an address that isn't your Commslayer login, mention your login email so we can find your account. If you have more than one store or account, tell us which one you're setting up.
What happens next
Our team reviews your account and unlocks Standard setup as soon as possible. A teammate replies in the same conversation when it's done. One request is enough.
You can close the chat while you wait. If you're away when we reply, the reply is sent to your email.
After it's unlocked
Refresh the Standard setup page, or open Settings → Inboxes → Add inbox → Email → Standard setup again. The banner is gone and the form is active. You don't need to log out or clear your browser cache.
Then follow the setup steps:
You can add more email inboxes on the same account later without asking again.
When you may need to ask again
- You remove your store and add it back. Removing the store in Settings → Shops and connecting it again starts a new review, so the banner can return.
- You create a separate Commslayer account for another brand. Each account is reviewed separately, so a new account can start with the banner.
Adding a second store to an account that's already unlocked doesn't bring the banner back. Using Re-authenticate on the same store doesn't either.
Other messages on the same screen
- Connect your shop first. No Shopify store is connected to this account yet. Click Connect shop to open Settings → Shops, click Add shop, and install Commslayer on your store from the Shopify App Store. Then come back to Standard setup. You don't need to contact us for this one.
- Please use paid email address. The address is on a free mailbox domain such as gmail.com, yahoo.com, outlook.com or icloud.com. Standard setup needs an address on your own domain, like support@yourstore.com.
- We couldn't fetch the account permissions. The page didn't finish loading, and the Access restricted banner shows until it does. Refresh the page before you contact us.
Common questions
The banner is still there after you said it was unlocked.
Refresh the Standard setup page. If it still shows, reply in the same conversation. If you have several stores or accounts, tell us which one you're setting up and we'll check the right one.
Will it go away on its own?
Right after you connect a store it can clear within a few minutes, so refresh the page first. If it's still there, it stays until our team has reviewed your account. Ask as soon as you see it.
Is there a limit on the number of inboxes once it's unlocked?
Plans don't limit the number of inboxes. An email address can be connected to one inbox only, across all Commslayer accounts. If your address is still connected in another account, delete that inbox there first. Deleting an inbox also deletes its conversations.
I see "Maximum number of imports per account reached." Is that the same thing?
No. That message is about importing history from another helpdesk and has its own limit. Contact support from the chat inside the app if you need another import.