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# Giving our support team access to your store

When a problem needs a look inside your store, for example in your theme editor or your app settings, our support team asks for **collaborator access**. A collaborator request is Shopify's own, safe way to let a partner into your Shopify admin with limited permissions, without sharing your login. You approve it, you can see exactly what it allows, and you can remove it at any time.

### Table of contents

* [How collaborator access works](#3-how-collaborator-access-works)
* [Find your collaborator request code](#3-find-your-collaborator-request-code)
* [Approve the collaborator request](#3-approve-the-collaborator-request)
* [Which permissions we ask for](#3-which-permissions-we-ask-for)
* [Why you cannot see the request](#3-why-you-cannot-see-the-request)
* [Removing our access](#3-removing-our-access)
* [What to include when you ask for help](#3-what-to-include-when-you-ask-for-help)
* [Common questions](#3-common-questions)

### How collaborator access works

1. If your store asks for one, you send us your **collaborator request code** in the chat.
2. We send a collaborator request to your store.
3. You review the permissions in the request and accept it.
4. We look into the issue, and you can remove our access whenever you like.

If we only need to see your storefront and it is password-protected, the store password is enough instead, see [How to share your online store password with support](/en-us/article/how-to-share-your-online-store-password-with-support-18byyp2/).

### Find your collaborator request code

Many stores only accept collaborator requests that include a 4-digit code. To find yours:

1. In your Shopify admin, click **Settings** (bottom left).
2. Open **Users** (called **Users and permissions** in some stores).
3. Open the **Security** tab if you see one, and scroll to the **Collaborators** section.
4. Copy the 4-digit **collaborator request code** and send it to us in the chat.

The code is not a password and does not give anyone access by itself. It only lets us send you a request, which you still have to accept.

### Approve the collaborator request

1. In your Shopify admin, go to **Settings > Users**.
2. Find the pending collaborator request. Shopify also emails the store owner about it.
3. Open it, review the permissions it asks for, and click **Accept**.
4. Let us know in the chat that it is done.

### Which permissions we ask for

We request only what we need for your issue. Usually that is access to the app and to your themes, so we can check the widget and the theme editor. When you ask us to set something up for you, such as offers on your products, we may also ask for products. The request lists every permission before you accept, and if we need something more later we send an updated request rather than asking for your login.

### Why you cannot see the request

* **You are not the store owner.** Collaborator requests usually have to be approved by the store owner, or by a staff member who is allowed to manage users. Ask the store owner to look under **Settings > Users** and in their email.
* **Your store requires a request code.** Send us your code (see above) so we can send the request again with it.
* **It went to the wrong store.** Tell us your store's `.myshopify.com` address so we send it to the right one.
* **Still nothing?** Ask us in the chat to send it again.

### Removing our access

When we are done, you can remove the collaborator from **Settings > Users** at any time. Removing it ends our access straight away.

### What to include when you ask for help

The more of this you send in your first message, the faster we can help:

* Your store's `.myshopify.com` address.
* A link to the page where the problem shows, for example the product page.
* A screenshot or, better, a short screen recording of what happens.
* The steps to see it again, and what you expected instead.
* For a problem with one subscription or order: the customer's name or email, and the order number.
* Your theme's name, if the problem is on the storefront.
* Your storefront password, if your store is password-protected.

### Common questions

* **Where do I find the collaborator code?**
  In your Shopify admin under **Settings > Users**, in the **Collaborators** section (on the **Security** tab in some stores). It is a 4-digit code.
* **Where do I approve your collaborator request?**
  **Settings > Users** in your Shopify admin. Open the pending request, review the permissions and click **Accept**.
* **I can't see your request. Why?**
  Usually because only the store owner can approve it, or because your store needs the request code first. Check with the store owner, or send us the code and we send the request again.
* **Is it safe? What can you see?**
  Only what the permissions in the request allow, and nothing about your Shopify login. You can remove our access at any time from **Settings > Users**.
* **Do you need my Shopify password?**
  No. Never share your Shopify login with anyone, including us. A collaborator request is all we need.