Granting Bonify Support access to your Arigato account

When you contact us about a workflow, our support team usually needs to look at your workflows and store data inside Arigato. We can't see any of that until you grant access. This article explains what that access is, how to grant it, and how to turn it off.

What support can see

With login permissions granted, Bonify Support specialists can open your Arigato account to troubleshoot issues raised in a support ticket, and to create and test workflows on your behalf.

This is access to Arigato only. It is not a Shopify collaborator or staff account, and it does not let support into your Shopify admin. You won't see Bonify listed under your store's users, and you don't need to add us there.

In rare cases, such as when the app itself won't load in your admin, support may separately ask for a Shopify collaborator request. That is a different process and we'll say so explicitly.

Approve a request from support

When a support specialist requests access, a card appears at the top of your Arigato home page.

  1. Open Arigato from your Shopify admin.
  2. On the Home page, find the card titled Access request from Bonify Support.
  3. Click Approve Access.

You'll see the message "Thank you for granting access. The support team has been notified." Support may also send you a direct link to this approval page. Opening the link does the same thing.

Access granted this way is temporary and lasts 30 days.

If you'd rather not grant access, click Cancel Request on the card. Keep in mind this may limit how much we can help with the ticket.

Grant or change access yourself

You can manage support access at any time without waiting for a request.

  1. In Arigato, open My Account.
  2. Scroll to the Support Access section.
  3. Under Login permissions, choose one:
    • Disabled: support cannot access your account.
    • Temporary access granted: access for 30 days, then it turns off automatically.
    • Permanent access granted: access stays on until you disable it.
  4. Click Save.

The Current status line shows whether access is enabled and, for temporary access, when it expires.

When access expires

Temporary access ends on its own after 30 days. If you contact us after that, we'll ask you to approve access again before we can look at your workflows. If you work with support regularly, choose Permanent access granted and disable it whenever you like.

Turning access off

Go to My Account, scroll to Support Access, choose Disabled, and click Save. Any open request is cancelled and support loses access immediately.