Requesting access to a client's store
You can use collaborator accounts to access your clients' stores directly through your own Partner Dashboard or using the Shopify app. Collaborator accounts give you access to only the sections of a store that your client wants you to see, and do not count towards a store's staff limit. Any stores that you have access to by using a collaborator account are labeled as Managed stores in your Partner Dashboard.
On this page
Limitations of collaborator accounts
You need to log in to the store through the Stores section of your Partner Dashboard instead of logging in directly to the store.
Request collaborator access to a client's store
If you want a collaborator account for a client's store, then you need to send a request to the store owner through your Partner Dashboard. You can also send your client this article to explain how collaborator accounts work.
If you already have a staff account for the client's store or have been invited by the store owner to activate a staff account, then you can log in with your staff account to work on the store. If you want to request collaborator access and log in as a collaborator instead, then you should contact the store owner and ask them to remove the staff account that's associated with your Partner email address.
If you already have collaborator access to a store through your Partner Account, then you can't be added to the store as a staff member. If you want to log in as a staff member, then you should contact the store owner and ask them to remove collaborator access for the Partner organization.
As an additional layer of security, merchants have a 4-digit collaborator request code for their Shopify store. You need to enter the code when you request access as a collaborator. If you enter an incorrect code, then you see an error in the Partner Dashboard and your request isn't sent to the merchant.
Steps:
From your Partner Dashboard, go to Stores.
Click Add store > Request access to store.
Enter the URL of the Shopify store that you want to access.
If the Shopify store requires a collaborator request code, then enter the code.
In the Permissions section, select the sections of the store that you want to access. The account owner can change these permissions after your account is created.
If you want to include a message to the store owner in your request, then enter a message in the Add a message section.
Click Request access to store.
After you submit a request, the store owner receives an email about the request, and a notification on their Shopify Home.
Cancel a pending collaborator access request
If you requested collaborator access to a store but need to cancel the request, then you can do so through the Partner Dashboard.
Steps:
From your Partner Dashboard, go to Stores.
Beside the store with the access request you want to cancel, click Cancel request.
Click Cancel access request.
View your managed stores
You can view the stores that you've requested access to on the Stores page in your Partner Dashboard. There's no limit to the number of managed stores that you can have, but you can have only up to 10 pending requests open at a time.
If your access to a store is removed, then you can remove the store from your Stores list by clicking Remove from list.
Remove your collaborator access to a store
If you no longer need to work on a client's store, then you can remove your collaborator access to the store. Removing your access deletes your collaborator account from the store.
If you need to do more work on the store after you remove access, you'll need to request access to the client's store again.
After your access to a store is removed, you can remove the store from your Stores list by clicking Remove from list.
Steps:
From your Partner Dashboard, go to Stores.
Find the store you want to remove your access from in the list.
Click Remove access, and then click Remove store.
Expired access
Collaborator access to a Shopify store is granted on a rolling 90-day basis. To retain collaborator access, you must log in to the store within 90 days from the most recent time that you logged in, otherwise your access expires. If more than 90 days has passed from when you last logged in to the store and you need collaborator access, then you can request access again through your Partner Dashboard.
Troubleshooting collaborator account issues
If you experience issues when requesting or using a collaborator account, then review the following troubleshooting steps to resolve common problems. If you continue to have trouble after following these steps, then you can contact Shopify Support for further assistance. Learn more about getting support as a Shopify Partner.
General local troubleshooting steps
If you experience issues when requesting or using a collaborator account, then try the following general troubleshooting steps:
- Refresh the page and try your action again.
- Clear your browser's cache and cookies.
- Try using a different browser or device.
- Make sure your browser and operating system are up to date.
- Disable any browser extensions or ad blockers that might interfere with the Partner Dashboard or Shopify admin.
- Check your internet connection to ensure it's stable.
- If you're on a restricted network, such as a corporate or public Wi-Fi, then try switching to a different network.
If these steps don't resolve your issue, then review the specific troubleshooting sections below or contact Shopify Support for further assistance.
Error: "Incorrect collaborator request code"
You can try the following steps to help resolve the error "Incorrect collaborator request code":
- Confirm with the merchant that you have the correct 4-digit code. The code is displayed in their Shopify admin. They can go to Settings > Users, and then click Security. The code is displayed in the Collaborators section.
- Ask the merchant to copy the code directly from their admin to avoid typos.
- If the code isn't displayed, then the merchant can try the following to resolve the issue:
- Refresh the page or log out and log back in.
- Clear their browser cache and cookies.
- Use a different browser or device.
- Ensure their browser and operating system are up to date.
- If the code still doesn't display, then the merchant can contact Shopify Support for help.
Error: "You already have a staff or collaborator account"
If you can't request collaborator access because you already have a staff or collaborator account for the store, then you can try the following to resolve the issue:
- Contact the merchant and ask them to remove your existing staff or collaborator account associated with your Partner email address.
- After the account is removed, you can request collaborator access again through your Partner Dashboard.
Can't access a store after access is granted
If you've been granted collaborator access but can't access the store, then try the following to resolve the issue:
- Make sure you're logging in through the Stores section of your Partner Dashboard, not directly through the store's login page.
- Confirm that your account has two-step authentication activated, as this is required for collaborator accounts.
- If you still can't access the store, then ask the merchant to review your permissions and confirm that your account is active.
Collaborator access expired
Your collaborator access expires when you haven't logged in for 90 days. You can request access to the store again through your Partner Dashboard.
Error: "Your collaborator request was declined by the merchant"
If you receive a message stating that your collaborator request was declined by the merchant, then the merchant has chosen not to grant you collaborator access at this time. This could be for a variety of reasons, such as not needing assistance, not recognizing your request, or preferring to manage access differently.
If you believe this was a mistake or you still require access, then contact the merchant directly to discuss your request and clarify why you need access to their store.
If you and the merchant can't resolve the issue, or if you need further assistance, then contact Shopify Support for help.
Other issues
If you encounter other error messages or issues not listed on this page, or if the troubleshooting steps don't resolve your problem, then contact Shopify Support for further assistance. Provide as much detail as possible, including any error messages and the steps you've already tried.