When you report an issue to our support team, agents might require access to your store to investigate the case

In this article we will review permissions agents need to verify the issue and how to approve the access request

Access request approval process

Once one of our support agents requests access to your account, you will receive an email to the store's main email address from Shopify with the details, and you'll also see a notification in your Shopify's admin panel "Alerts" menu:

The alert should look like this:

Open the email and click on the View request button, or click on the notification received in the Shopify admin panel:

You will be sent to the access approval page, where you need to assign any role and click Accept request button at the bottom of the page.

Collaboration code can found in the Store settings -> Users section -> Security

And that's it! Upsell.com support now have the required permissions to help you!

Extra reading:

Mandatory Permissions for all cases

1. Apps and channels section (view only)

If reported issue is related to the app installation, agents might request Manage and install apps and channels permission as well

1. Store settings
2. Manage settings

1. Online stores
2. Themes
3. Edit code (including generating theme blocks)

1. Checkout and customer accounts
2. View and edit

Optional permissions that vary on the reported issue

Sections required for Refund Request Case Investigations

1. Orders section (view only)
2. Analytics
3. Reports
4. Sections from the Mandatory list

Sections required for widgets missing on the live page cases' investigations

Sections for Post-purchase offer cases:

1. Orders section (view only)

2. Products section
3. View

4. Sections from the Mandatory list

Sections for Pre-purchase offer cases:

1. Products section
2. View

3. Sections from the Mandatory list

Sections required for investigation ofcases when the discount was not applied

1. Orders section (view only)

2. Products section
3. View
4. Discounts
5. View, create, and delete

6. Sections from the Mandatory list

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.

Updated on: 22/07/2026