How to create a staff account, and/or why does support team need it?

When investigating an issue, the Transcy support team will first try to help without requesting access to your Shopify admin. If further investigation is needed, we'll explain which permissions are required and why.

However, in some difficult situations where we need to investigate deeper, a staff account is compulsory for us to understand your problem further and find a way to fix it. Also, we do have a Privacy Policy here, so please do not worry about leaking your valuable information

For external support access, we recommend using a Shopify collaborator account. You don't need to share your Shopify password, and collaborator accounts don't count toward your store's user limit.

Permissions required to access Shopify Markets

If the investigation requires our team to access the Markets page in your Shopify admin, the assigned store role must include all the following permissions:

• Home
• Orders: all permissions
• Products: all permissions
• Analytics: all permissions
• Discounts: all permissions
• Catalogs: Create and edit
• Store settings: Manage settings, Manage shipping and delivery, Manage taxes and duties, and Manage domains

These are Shopify's current requirements for accessing the Markets page. They include broad permissions, not just read-only access. Only grant this permission set when the investigation requires access to Markets.

Shopify permissions cannot be restricted to an individual market. For example, permission to view orders allows access to orders across all markets in the store.

Additional permissions for troubleshooting

Depending on the issue, our team may request additional permissions:

• Access to the Transcy app, to investigate its settings and features.
• Online store > Themes, to investigate theme-related issues.
• Online store > Edit code, only if direct theme code changes are necessary.
• Other permissions relevant to the issue, with an explanation from our support team.

Theme, theme code, checkout, locations, and app installation permissions are not part of Shopify's required permission list for accessing the Markets page. They should only be requested when needed for the specific investigation.

Granting access to our team

Collaborator access (recommended)

1. In your Shopify admin, go to Settings > Users > Security. Under Collaborators, copy your store's four-digit collaborator request code and share it with our support team through your support conversation.

2. Our team will submit an access request using a Shopify Partner account.
3. Review the requester's details and requested permissions.
4. Review the automatically generated role, or assign an appropriate store role with the required permissions.
5. Click Accept request.

Inviting our team by email

If you prefer to invite our team by email as a regular user, select Admin user and assign a custom store role with the necessary permissions. Availability depends on your store's plan and user limit.

1. In your Shopify admin, go to Settings > Users and click Add users.

2. Select Admin user, enter support@transcy.io, and click Add.

3. Under Roles, click Assign and create a new role (for example, "Transcy Support"). Select only the permissions our team has asked for:

• Home and Orders:

• Products and Discounts:

• Analytics, Online store (only when theme access is needed) and Settings:

• Under App and sales channel permissions, select Transcy:

4. Click Save and assign, send the invitation, and let us know in your support conversation.

The App developer role is not intended for this purpose. It does not grant access to use or manage Transcy installed on your production store.

After troubleshooting

You can review or revoke our team's access when the support work is complete.

If you have questions about a permission request, please contact us through live chat or at support@transcy.io before approving it.

Updated on: 13/10/2026