This article will share information on how Rush troubleshoots or resolves its integration issues with Shopify merchants. If there is an issue that the Rush support team can't resolve just by looking at it or guiding the client to do it; we might need access to the client’s store, to be able to debug the issue from within the Rush app. We can do this by opting for one of the two ways:
- Rush requests access to the client’s store.
- The client grants staff access.
Don’t worry, we only access your store to fix the problem and do not change your settings. If we do need to change some settings, we'll communicate this upfront and let you do the changes. You can also take the access back anytime. We've shared the process to take back access within this article.
Now let’s explore how each of the above-mentioned ways works:
1. Rush requests access to the client’s store
The way it works is that Rush will request access to your store to see orders and apps you have installed and your settings. You will get an email similar to this one:
Click on the View request button within the email to see a list of permissions you can allow for the request. Leaving them as we requested allows us to provide the most comprehensive level of support to troubleshoot the issue at hand.
You can see in the image below that the necessary permissions are marked within green boxes. But based on the issue, we might request other permissions too.
To accept the request, click on the Accept request button on the bottom. After accepting the request, the Rush support agent will be able to access the necessary areas within your Shopify admin without using up one of your staff account spots.
2. The client grants staff access
If for some reason the collaboration request from Rush is lost or accidentally refused, we cannot send a second request. Therefore, we may require Staff access to your store. To provide this access, follow the steps given below:
- Log in to your Shopify store as the account owner.
- Click on Settings in the bottom left corner.
- Now click on Users and permissions in the panel on the left.
- In the Staff section, click on Add staff.
In the Add staff section, there are several permissions that the client can grant. Some permissions are checked by default but depending on the issue, we might request more.
- Check the boxes for the permissions you want to grant.
- To grant complete access, click on Select all.
That’s all you need to do to grant access to Rush. Note that we will receive notifications from Shopify as soon as you add us to your account.
Remove Rush access from your store account
To remove access, follow these steps:
- Log in to your Shopify store.
- Go to Settings.
- Click on Users and Permissions from the navigation sidebar on the left.
- Check in collaborators for the Rush Ltd account, click on it.
- Scroll down to the Manage collaborator access section and click on the Remove Rush Ltd button.
That's it! We will no longer have access to your store account.
For queries and feedback, feel free to reach out to us.