There will be times when we need access to your Shopify admin to provide support. In order to grant us this access, a support agent can send a request through Shopify. This article outlines the steps on how to accept this request.
Depending on your store settings, it may be required to provide us with a Collaborator Request Code in order for us to send the request. You can find this code under Settings > Users and Permissions > Collaborators.
If your shop doesn’t require a collaborator request code, we’ll be able to send the request right away. Once the request has been sent by a support agent (through Shopify’s Partner Dash), you can follow these steps to accept the request:
1. Check Your Email
When a collaborator request is sent, Shopify emails the store owner.
Note: Shopify only allows this request to be accepted by the store owner. We can not change or edit where this request goes.
Open the email titled 'Request for store access from Orbit'.
Click the 'View request' button within the email.
2. Log Into Your Shopify Admin
If you aren’t already logged in, Shopify will prompt you to log into your store.
3. Review the Access Request
Shopify will automatically send you to the ‘Users’ section of your admin. You can see the pending request there. It will show up as ‘Orbit Collaborator’ with a ‘pending’ status.
Click into the ‘Orbit Collaborator’ user.
4. Approve the Request
Click 'Approve request' in the top right corner.
You will see a section to assign a role to our account - do not assign a role to the collaborator account.
5. Optional: Approve via Shopify Admin Instead of Email
If for some reason you can’t access the email, you can approve the request within the Shopify admin:
Log into your Shopify admin.
Go to Settings > Users and permissions.
Scroll to the Collaborators section.
You’ll see pending requests here. Click into the ‘Orbit Collaborator’ user and select approve in the top right. Again, do not assign a role to the collaborator account.
6. Confirm Access
Once approved, the collaborator will appear under Settings > Users and Permissions > Collaborators, and it will now show an `active` status.
7. Update the Orbit Support Team in your Chat or Email Conversation
We do not receive a notification from Shopify when access has been granted. Please follow up with us in either your chat or email conversation to let us know that access has been approved by you. Once you notify us, we will be able to access your shop and provide the support you have requested.