Overview
In some cases, the Growave support team may require access to your Shopify admin panel or POS app to investigate and resolve technical inquiries. This article provides step-by-step instructions on granting secure, temporary access to your store.
📘 Note: As of June 2026, Shopify unified all staff management — both admin and POS users — into Settings → Users, and moved to role-based access control. POS staff are no longer managed from a separate Point of Sale channel. The steps below reflect the current Shopify admin.
Depending on your store, this menu may be labeled Users (stores in an organization) or Users & permissions (standalone stores). The steps are the same.
Key benefits
Faster troubleshooting: Direct access allows our team to identify and fix issues within your theme, app settings, or POS integration.
Secure collaboration: You control access through roles, and can suspend or remove it at any time.
Distinct access levels: Separately manage access for your Shopify admin versus your Point of Sale app.
Which email should you use?
To help us route and track your request correctly, please use the matching email address when adding our teammate:
Shopify admin / storefront support →
[email protected]Shopify POS assistance →
[email protected]
Using the correct address ensures Shopify's notification reaches the right Growave team so we can respond faster.
How to create a staff account for Growave (admin access)
Follow these steps to invite a Growave teammate to your Shopify admin for standard web support.
In Shopify admin, go to Settings → Users.
Click Add users.
Under User details, select the Admin user tile (Supports all roles).
In the Emails field, enter
[email protected], then click Add.In the Secure sign-in method section, leave the toggle set as your store's policy requires. (This governs passkey / two-step sign-in for admin login; it doesn't apply to Shopify POS.)
In the Roles section, click Assign and choose a Store role:
Store administrator — full administrative access. Simplest option, and fine for temporary support since you'll remove it afterward.
A custom role — if you'd rather limit us to specific areas (Themes, Products, Apps), click Create new role and assign that instead.
If prompted with Assign store access for the [role] role, tick the store(s) this should apply to and click Done. (If you have one store, just select it.)
Click Save. Shopify may ask you to confirm with a passkey or two-step code before the change is applied.
The teammate receives an email invitation to complete setup. Invitations expire after 7 days. See What happens after you save below.
📘 Note: An Admin user can also hold a Point of Sale role — the same Assign menu lists Store, Organization, and Point of Sale roles together. Use this if we need both admin and POS access under one account.
📘 Note (multi-store organizations): On organizations, the section may read Roles and groups and include organization-level roles. The steps are otherwise the same.
How to create a POS-only staff account
If you need to grant Growave support access only to your Point of Sale app — without admin access — follow these steps.
📘 Requirement: POS-only users are available on the Shopify POS Pro subscription.
In Shopify admin, go to Settings → Users.
Click Add users.
Under User details, select the Point of Sale user tile (Only supports POS roles).
Enter the contact details:
First name: Growave
Last name: Support
Email (optional):
[email protected]Phone (optional): leave blank
The email is optional for POS users, but please add
[email protected]— Shopify sends its notification to that address, which routes your request to our dedicated POS support inbox.Click Add. Shopify automatically generates a PIN, shown next to the user's name. You can click it to reveal, regenerate (↻), copy, or edit it.
In the Roles section, click Assign, choose Point of Sale roles, and select:
POS full permissions — full POS access (recommended so we can fully troubleshoot the integration), or
a more limited custom POS role if you prefer.
In the Assign store access for the [role] role modal, tick the store(s) this applies to and click Done.
Click Save.
Copy the PIN and send it to your Growave teammate directly (chat or email). Shopify does not email the PIN — it's only shown in your admin, on the user's page (Settings → Users → [the account]).
📘 Note: Your dropdown may show teammate-created custom roles alongside the presets. Look for POS full permissions for full access. (Other POS presets: POS device setup for initial device login, POS user administrator for managing users.)
What happens after you save
The new account appears in Settings → Users with a Pending status. It stays Pending until our teammate accepts the invitation and signs in, then changes to Active.
For admin (email) accounts, Shopify emails the address you entered an "Invitation to join an organization on Shopify" message with an Accept invite button. Our teammate clicks it to create or sign in to their account. The invitation expires after 7 days and does not contain a PIN.
For POS accounts, the same email invitation is sent, but remember the PIN is never emailed. Share it with us directly as described above.
If we already have an account and you're only adjusting our roles, no new email is sent — the change applies as soon as you save.
How to approve a collaborator request
Alternatively, Growave can send a collaborator request to access your store. When we do, you'll receive an email and a notification on your Shopify Home. To approve it:
In Shopify admin, go to Settings → Users.
On the Users index page, click the Requests status to filter open collaborator requests.
Click our request to open it.
In the Roles section, review the auto-generated role (based on the permissions we requested) — you can edit its permissions, rename it, or instead assign an existing role. Grant only what's needed.
Click Accept request.
📘 Notes:
To send a request, we may need your collaborator request code — find it in Settings → Users → Security and share it with us.
Our teammate must have two-step authentication enabled to log in as a collaborator (Shopify requires this for all Partners).
Collaborator access auto-expires after 90 days without a login. To restore it, open the account and click Actions → Reactivate user.
Collaborator accounts cannot be granted POS permissions or access the Point of Sale channel. If you need POS help, create a POS staff account (above) instead.
FAQs
Can I limit what Growave sees?
Can I limit what Growave sees?
Yes. Access is controlled through roles. For admin access, assign a custom Store role scoped to only the areas that need attention (such as Themes, Products, or Apps) instead of full Store administrator access. For POS, assign a limited custom POS role instead of POS full permissions. Use Create new role in the Assign menu to build one.
Growave's invitation expired, or we still can't sign in — what should I do?
Growave's invitation expired, or we still can't sign in — what should I do?
Staff invitations expire 7 days after they're sent. If our teammate didn't accept in time, the simplest fix is to remove the account and add it again to trigger a fresh invitation. (This is why our support agents sometimes ask you to remove and re-add access.) Removing and re-adding doesn't affect anything else on your store.
How do I remove or pause Growave's access?
How do I remove or pause Growave's access?
Both admin and POS access are managed in the same place:
In Shopify admin, go to Settings → Users.
Select the Growave staff account.
Choose Suspend to temporarily pause access (you can reactivate later without losing history), or Remove to delete the account entirely.
Can Growave support grant me access to the app if the store owner is unavailable?
Can Growave support grant me access to the app if the store owner is unavailable?
Unfortunately, no. Growave support cannot grant, modify, or bypass staff access permissions. All app permissions and staff accounts are managed strictly within Shopify's secure system. If a staff member does not have permission to view the Growave app, only the store owner — or a user with the appropriate administrator role — can grant that access in the Shopify admin.
📘 Note (multi-store organizations): On organizations, the person approving access needs an appropriate role, such as Store administrator or Store user administrator.
If you have any questions or need help with the process, contact us at [email protected] or via the chat icon in the bottom-right corner of your Growave admin panel. We're here to help! 🤗