At times our support agents will need to access the backend of your storefront to provide insights and solutions. Shopify Partners Collaborator (Collab) Requests allow this access in a similar way to Staff Accounts but don't contribute towards your staff limit set by your Shopify plan.
These requests can be removed at any point and require the approval of the store owner before they are activated.
How do I accept a Collab Request?
Requests will be delivered to the email assigned in Settings > General > Account email.
- Open the email
- Click View request
- Review permissions (select Edit to adjust)
- Select Accept request
Do agents require access to all of my admin?
Agents need access to the portions of the admin related to the issue at hand. Often agents will request full permissions in order to avoid barriers to key information or features.
Full permissions can be limited before accepting a request, however, more permissions may be requested if an agent is unable to access a relevant area of your store.
If you have enabled the four-digit security code, please share this with your support agent(s). When activated, the store cannot be accessed until this code is provided.
Use the Edit link in the top-right when reviewing the request.
After accepting the request, permissions can also be adjusted at any point through the Account settings.
Should I keep this active after my issue is resolved?
It's up to you, really! There are benefits to keeping this access active. For instance, if a new issue arises in the future, removing the access would require a repeated step of requesting and accepting access.
Agents will only use the access when merchants require assistance with their Orbit product.
How do I remove/revoke access?
In your Shopify admin, go to Settings > Accounts > Plans and permissions > Collaborator accounts > Orbit > Remove collaborator account > Delete collaborator account > Delete
Can I just give agents my login information?
No, providing login information is discouraged due to potential security threats. Our agents are trustworthy with this information, but breaches from a 3rd-party are always possible and so communicating key login information via email is not advised.