Whether you're handing off a project to a client, changing your email, or closing your account, this guide covers all the common account management tasks.
Deleting your account
Account deletion is not self-service to protect against accidental deletions. To delete your account and all its data:
Cancel your subscription first. Open your Billing page and select Cancel subscription
Contact us on live chat and request account deletion
We'll confirm and permanently delete your account, all projects, and all location data
This is irreversible. Make sure to export your locations first if you want to keep a copy of your data. Open Locations and select Export.
Deleting one project
You can delete a project you own without deleting your login or your other projects.
Open Projects
Find the project you want to remove and select its Delete button
Review the confirmation. If asked, type the project name, then select Delete project
If the project has a paid plan, switch to that project and cancel its plan under Account > Billing first. The project row explains when it can be deleted. Your only project cannot be deleted.
Export any locations you want to keep before deleting. An Undo action is available immediately afterward.
Transferring project ownership
Want to hand a project over to a client or a colleague? Here's how:
Add them as a team member first. Go to Team, select Invite a teammate and enter their email address
Contact us on live chat and tell us which email should be the new owner
We'll transfer ownership. The new owner will manage billing going forward
Only the owner can remove people from the team. After the transfer, the previous owner can stay as a team member, ask the new owner to remove them, or select Leave project on the Team page.
For agencies: The easiest workflow is to have your client create the StoreRocket account themselves, then invite you as a team member. This way billing is under their name from the start, and you can be removed when the project is done.
Changing your account email
To change the email address you use to log in:
Go to your Profile page
Update your email address under Your details
Select Save
We send a note to your old address to tell it the email changed.
If you also need to change the billing email (the email that receives invoices), open your Billing page, change Billing email under Billing Settings and select Save. The project owner can also change it under Account > Project.
Changing your password
Go to your Profile page
Under Sign-in, select Change password
Enter your current password and your new password (at least 8 characters)
Select Change password
You stay signed in, and we email you a note that the password changed. If you signed up with Google or Microsoft, you may not have a password yet. In the same window, select Email me a link to set a new one.
If you forgot your password, use the Forgot your password? link on the login page to reset it via email.
Managing team members
You can invite other people to help manage your store locator.
Go to Team
Select Invite a teammate and enter their email address
Select Send invitation
They'll receive an invitation email with a link to join your project. The link works for 7 days.
Currently, all team members join as administrators with access to everything in the project, including billing. There's no way to restrict permissions to view-only or editor roles.
Only the owner can remove a team member. Open the person on the same page and select Remove from team. Anyone who isn't the owner can select Leave project to remove themselves.
Invitation not received?
Check their spam folder first. If it's not there, go to Team and find the pending invitation. Select Send again to email a fresh link. You can also select Cancel invitation and send a new one.
I can't log in / I'm locked out
The most common reason is signing up with a different email than you're trying to log in with. This happens a lot, especially when someone else set up the account.
Try these:
Check all your email addresses. Try logging in with every email you might have used (work email, personal email, Google or Microsoft login)
Use Forgot your password? On the login page, select Forgot your password? and try each email. If one works, you'll get a reset link
Contact us on live chat. Tell us your company name or website URL and we'll look up which email address is on the account
A former employee set up the account
This happens. Contact us on live chat with your company name and we'll help you regain access. We may ask for proof of ownership (like access to the company website or the email domain).
Multiple accounts / duplicate projects
If you ended up with multiple StoreRocket accounts (maybe one from a trial and one from Shopify), contact us on live chat and we'll help you consolidate. We can merge projects or close the duplicates.
Questions about your account? Message us on live chat.