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 dashboard) you can follow these steps to accept the request:
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.
Log Into Your Shopify Admin
If you aren’t already logged in, Shopify will prompt you to log into your store.
Review the Access Request
Clicking ‘View request’ will bring you to the Users and permissions section of your admin.
Scroll down to the ‘Collaborators’ section, where you’ll see a disclaimer that Orbit is requesting access. Click ‘Review request’.
Permissions
After clicking ‘Review request’ you’ll be brought to the Permissions page. We need access to the following areas:
Products + Collections
Discounts
Customers
Online store
Themes (including editing code)
App Development
Markets
Store Settings
Below the main Permissions box there will be a separate box that says ‘App and sales channel permissions’. Please make sure you’ve checked off access to the app of ours you’re requiring assistance with: B2B Wholesale Hub, USO: Ultimate Special Offers, Pixelpop, or Alliance Pro. This box must be checked off or else we will not have access.
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.
