Understanding the Error
When this error occurs, Gelato will display a partially masked email address (e.g., ex****[email protected]). This is a security feature to help you identify which of your previous or alternative email addresses is currently linked to that store.
To fix this, you must first "release" the store from the old account before it can be added to your new one.
How to Disconnect the Store
Log In: Sign into the Gelato Dashboard using the masked email address identified in the error message.
Navigate to Stores: In the left-hand menu, click on Stores.
Locate Your Store: Find the store you wish to move. Click the three dots (...) icon directly beside the store name.
Edit Details: Select Edit store details from the dropdown menu.
Delete Store: Click the Delete Store button.
Confirm: Follow the prompts to confirm the deletion. This disconnects the store from the old account.
[IMPORTANT] Once the store is deleted from the old account, log out and log back into your new/preferred Gelato account to reconnect the store.
Troubleshooting Access Issues
What if I no longer have access to the old email address? If you cannot log in because you have lost access to the email account shown in the error message, please contact your email service provider (e.g., Google, Outlook, Yahoo) to recover your credentials.