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# Access request and required permissions

When you report an issue, our support team may need access to your store to investigate it. This article shows you how to accept our access request and which permissions to grant.

## Why we ask

Some issues can only be checked from inside your Shopify admin, like how a widget is placed in your theme or why a discount didn't apply. Access is given through a Shopify **collaborator account**. You choose exactly which sections of your store we can see, and you can remove access at any time.

Collaborator accounts don't count toward your store's user limit.

## How to set it up

### Step 1: Share your collaborator request code (only if we ask for it)

Some stores require a 4-digit code before a Partner can send an access request. If our support team asks for it:

1. From your Shopify admin, go to **Settings** > **Users**.
2. Click **Users & permissions** (or **Users** if your store is part of an organization).
3. Click **Security**.
4. Click the **4-digit code** to copy it.

![Users > Security page](https://storage.crisp.chat/users/helpdesk/website/-/a/7/8/a/a78a283618511000/image_veps96.png)

5. Paste the code in the live chat with our support team.

### Step 2: Accept the request from Upsell.com

After we send the request, you get an email from Shopify at your store's main email address, and a notification in the **Alerts** menu of your Shopify admin.

![Shopify admin Alerts menu](https://storage.crisp.chat/users/helpdesk/website/-/a/7/8/a/a78a283618511000/image_h9u5s3.png)

The alert looks like this:

![the collaborator access request alert](https://storage.crisp.chat/users/helpdesk/website/-/a/7/8/a/a78a283618511000/image_hk9qyi.png =1039xauto)

You can approve the request from the email or from the alert, whichever you prefer.

1. Open the email and click **View request**, or click the notification in your Shopify admin. You can also go to **Settings** > **Users** and click the **Requests** status filter.

![Shopify request email](https://storage.crisp.chat/users/helpdesk/website/-/a/7/8/a/a78a283618511000/image_1lp3dug.png)

2. Click the request from **Upsell.com ex ReConvert**.
3. In the **Roles** section, review the permissions we requested. You can edit them before you accept.
4. Make sure all the **Required** permissions in the next section are selected.
5. Click **Accept request** at the bottom of the page.

And that's it! Our support team can now look into your issue.

## Which permissions to grant

### Required

| Shopify permission | Why we need it |
| --- | --- |
| **Apps and channels**: Upsell.com | To open the Upsell.com app and check your settings and flows. |
| **Online store** > **Themes** | To check how Upsell.com app embeds and blocks are placed in the theme editor. |
| **Online store** > **Edit code** | To check theme code that can block widgets from showing. |
| **Checkout and customer accounts** > **View and edit** | To check checkout, post-purchase, thank you and order status page settings. |
| **Store settings** > **Manage settings** | To check store settings that affect the app, like currency and markets. |
| **Store settings** > **View customer events** | To check app pixels and tracking on your store. |
| **Products** > **View** and **Create and edit** | To check the products in your offers for Shopify or app limitations, and fix product data like metafields. |
| **Customers** > **View** | To check customer details used by offer conditions, like customer segments. |

### Only for specific issues

| Shopify permission | When we need it |
| --- | --- |
| **Apps and channels** > **Manage and install apps and channels** | The issue is related to installing the app. |
| **Orders** > **View** | A post-purchase offer didn't show, an upsell isn't tracked, or a discount didn't apply to an order. |
| **Discounts** > **View, create, and delete** | A discount didn't apply. We check whether the original order's discount can be combined with other discounts. |
| **Analytics** > **Reports** | Refund requests and revenue questions. |

### Never needed

We never need access to **Finance** (payouts, tax documents, Shopify Payments), **Manage payments settings**, billing permissions, **Manage Shopify plan**, **Manage domains**, or customer data deletion and export.

## How to remove access

When your issue is solved, you can remove our access:

1. From your Shopify admin, go to **Settings** > **Users**.
2. Click **Users & permissions** (or **Users** if your store is part of an organization).
3. Click the **Upsell.com ex ReConvert** collaborator.
4. In the **Remove collaborator account** section, click **Remove** (or **Actions** > **Remove** if your store is part of an organization).
5. In the confirmation dialog, click **Remove**.

If you need our help again later, we'll send a new request. Shopify also removes collaborator access automatically if it isn't used for 90 days.

## Safety notes

- Grant only the permissions listed above. You can edit them before you accept.
- You can remove our access at any time.
- Our team won't publish theme changes or change live offers without telling you first.
- Only accept requests you expect. If you didn't contact our support team, don't accept the request.

## Tips

- Accept the request soon. Requests expire after a few days.
- If you accidentally reject the request, tell us in the live chat and we'll help you get a new one.
- If the issue is on a specific theme, tell us which theme in the chat.

## Well, that's a wrap!

If this article did not solve your issue, our support team is available for you 24/7. Just click the live chat button at the bottom-right corner of this page.