How do I give the support team access to my store?

What you are seeing

You reported a problem with the theme, and support asked for a staff account on your store. You want to know why, what they will be able to see, and how to give access safely.

Why support asks for it

Screenshots show what a problem looks like, not what is causing it. A staff account lets our developers open your theme editor and your theme settings and fix the issue directly, instead of sending you a list of things to try one at a time. It is the fastest route for anything that cannot be reproduced on a demo store.

You stay in control. A staff account is created by you, uses permissions you choose, and can be removed by you at any time.

How to create the staff account

Steps:

Follow Shopify's guide on adding and managing staff to send the invitation.
Send the invitation to support-themes@nextsky.co
Give the account permission to work on the theme, so the developer can open Online Store > Themes and the theme editor.
Tell support once the invitation is sent, so they can accept it.

Result: our developers can open your store, reproduce the issue on your own theme, and apply the fix.

Remove the staff account once your issue is closed. In your Shopify admin, open the staff list, select the account and remove it. You can invite it again the next time you need help.

What to send along with the access

Access alone is not enough. Support still needs to know what to look at, so include this in the same message:

Your store URL, and the URL of the page where the problem appears.
A screenshot or a short screen recording of what you see, and what you expected instead.
The steps that reproduce it, and whether it happens on desktop, on mobile, or both.
Theme name and version: Laurel 1.0.0, shown under the theme name in Online Store > Themes.
Any custom code you added, and any app that touches the same area of the store.

How to change Elements of page?: find the section behind the problem before you report it
Custom CSS: custom code is the first thing support will ask about
Theme translation : another area where a staff account speeds things up