How to move a Shopify store to a different Commslayer account

Each Shopify store can only be connected to one Commslayer account at a time.

If you add a store and see Store already connected, with the message "(your store) is already connected to another account. Disconnect it from the other account first to add it here", the store is linked to a different Commslayer account. Common reasons: you signed up twice with different emails, or a colleague, an agency or a previous owner connected the store earlier.

This guide walks you through how to disconnect the store from the incorrect account and add it to the correct one.

Before you start#

Make sure you have access to:

• The Commslayer account you want the store connected to

• The Shopify admin for the store

• The email address used for each Commslayer account (if you manage more than one)

Step 1: Disconnect the store from the other Commslayer account#

1. Log in to the Commslayer account where the store is currently connected

2. Go to Settings → Shops

3. Find the Shopify store you want to move

4. Open the three-dot menu on the store's row and click Delete. Only Administrators see this menu.

Deleting a store from an account:

• Removes the products, store pages, orders and customers synced from that store, and that store's returns settings
• Keeps the account's inboxes, conversations, contacts, automations and AI agent setup. Inboxes that were linked to the store lose that link.
• Moves the account to the Free plan if the store was the one marked Used for payments. A Delete payment shop? confirmation appears first. If other stores stay in the account, set one of them as the payment shop (three-dot menu, Set as payment shop) before you choose a paid plan again.

Step 2: Uninstall the Commslayer app from Shopify#

1. Log in to your Shopify admin

2. Go to Apps

3. Find Commslayer

4. Click Uninstall

Uninstalling ends any Commslayer charge on that store in Shopify. Deleting the store in Commslayer does not end it. Do this after Step 1, not before. Uninstalling alone does not release the store from the old account, and if the store is the one used for payments, it moves that account to the Free plan.

Step 3: Add the store to the correct Commslayer account#

1. Log in to the Commslayer account where you want the store connected — double-check that you're logged into the correct account

2. Go to Settings → Shops

3. Click Add shop, then Install, and install Commslayer on the store again.

4. If you belong to more than one Commslayer account, pick the correct one on the Choose an account screen.

If you can't log in to the other account#

Only the team can release a store from an account you have no access to. Contact support from the chat inside the app and include:

• The store's myshopify.com address
• The login email of the Commslayer account the store should be connected to
• The email of the other account, if you know it

The team may ask you to confirm before releasing the store. Once it is released, add it with Add shop. Uninstalling the app in Shopify does not release a store.

What you should see after#

Once completed:

• The Shopify store appears under Settings → Shops in the correct Commslayer account

• The store is no longer listed in any other Commslayer account

• Conversations and inboxes stay in the account they were created in. They do not move with the store. In the new account, link each inbox to the store under Settings → Inboxes → Manage → Store.