Sometimes, when you're facing a tricky issue with our app, we might need to get a closer look at things directly in your Shopify store. To do this, we'll send you a collaborator access request.
Think of collaborator access as giving us a temporary, secure key to specific parts of your store that we need to investigate. This helps us quickly pinpoint and fix the problem you're experiencing, whether it's making necessary changes, customizations, or troubleshooting issues related to our app.
What Kind of Access Do We Need?
The specific permissions we ask for will depend on the issue you're facing. For example, we might request access to:
Products: If the issue is related to features like restock alerts not being sent out, or product tags not functioning as intended, etc.
Theme files: If we need to adjust, troubleshoot, or implement specific customizations for our app within your store's design.
Managing apps: This allows us to access our app's admin settings within your Shopify admin and make any necessary adjustments.
How to Grant Our Access & What Happens Next
Review Our Request: Once we send you a collaborator access request, you'll see it appear in your Shopify admin. You can then review the requested permissions.
Approve Access: Shopify has a great guide on how to handle collaborator requests, which you can find detailed instructions for here:
Notify Us & Create a Copy Theme: After you've approved our request, please let us know right away! We then ask that you create a duplicate of your current theme in your Shopify admin and share the name of that copy theme with us.
Working on Your Store: As soon as we hear from you and have the copy theme name, we'll dive in and get to work on resolving your issue right away.
Important Note: If you're unable to grant us collaborator access due to internal policies, we totally get it. In that case, just let us know and we'll do our best to help you out anyway!
Working Safely with Your Theme & Our Access Duration
We understand how important your live store is. That's why, when we need to make changes or test solutions within your theme, we will always work on the copy theme you provide. This means any adjustments we make won't affect your live store visitors. Once we've confirmed the changes work correctly, we'll only move them to your live theme if you specifically ask us to.
Once the issue is resolved, we will revoke our collaborator access. This ensures that our access to your store is temporary and only for the duration needed to fix your issue.
Need further assistance?
You can always reach out to us at [email protected].
If you're already on our Messenger, simply say "talk to an agent," and Fin will connect you with a member of our team who can provide further assistance.