You may find that our support team requests collaborator access to your store. This is done for two main reasons:
- To install or make small adjustments to installation of one of our apps
- To troubleshoot issues with your apps
When we request access to your store, we typically only request access to the following areas:
- Apps
- Settings
- Themes
- Navigation
- Gift Cards (if applicable)
In some cases we may request access to additional areas of your store, but you will also see a list of what we're able to access in the email alert you receive.
Whenever possible, we try to avoid request access order or dashboard data or access areas that may include personal information of your customers. However, if we do need to access these details, we promise to keep this information confidential and only access parts of these areas that are relevant to our investigation.
You can also remove our access at any time, though we do recommend keeping our access active up we're sure the issue has been completely resolved. Some store owners also leave our access open in case there are minor issues in the future that we can quickly fix. This is not required, however, and we will only re-access your store if you contact us with an additional issue. We do recommend you remove our access if you completely uninstall our apps.
Requesting collaborator access (rather than using staff accounts) saves you from having to use one of your allotted staff accounts. It is also much safer because you do not need to share passwords or other login information. Shopify creates a secure connection to your store from our Shopify Partners account.
Please be aware that if you do not accept our collaboration request, we may not be able to resolve your issue.