Hi,
I’ve come across a number of threads here and elsewhere regarding issues with collab codes and maintaining those connections, including a few which suggest it was a bug the team was aware of and was being handled back in Dec24.
It has however become an ongoing pain point, so i’m creating afresh to avoid necro’ing a thread from before, on the assumption it never did get fully resolved.
Periodically now despite merchants making no changes, our client connections drop and we have to go through and re-request access. Using the existing collab code no longer works, so we have to waste time asking every client we work with to generate a new one and we go through the process again.
It seems to be pure luck if when the client accepts it it completes and frequently nothing happens and we have to keep repeating the process. New collab code, re-request. Then to rub salt in the wounds they all stop working again. No alert to us on the partner side, no alert to client that our access has suddenly been rescinded. Very annoying.
The latest instance today we have an urgent issue we’re trying to assist a client with. Outside of our direct remit but i’ve experience of the platform to try and assist and despite them accepting it was sat on pending. They tried in desperation declining and sending us a new code and as a result we’re now blocked from requesting again due to that decline.
Could Shopify possibly make it any more needlessly complex and convoluted? OR is there still an ongoing bug?
if a collaborator user hasn’t logged into your store within 90 days, then their access will automatically expire
To be fair, this is the only mention of this in our documentation and it would be useful to be outlined more clearly in Partner facing documentation. I’m going to bring that to our docs team to see if we can get that added.
Thanks for the response.
Given the time-vacuum last time i contacted support which i’ve not got the availability for currently we suggested the client contacted as this particular instance is isolated to them. They contacted last night and have received responses that make little sense.
We know the current issue is a block based on the decline (which was only done because the client was frantically trying to get it sorted i.e. decline and send a new collab code). They have been told it is due to us having 2 accounts with them 1 active and 1 inactive. We don’t. We have no active accts or we would be using to assist with their issue. We have 1 that is marked as declined.
Aside from the lack of visibility of that clause about expiry, you would think it would be beneficial to alert both us and the client in the event it was expired. In some cases we’re unaware until a client calls for help and we find we cant login which delays support further. Even a warning notiication in partner eg access to X is about to expire in Z days.
To cover the timings as i assume this is a relatively new procedure, possibly following the increased security following issues last year after the first time we re-instated them all it did look to happen around 3 months later so i just assumed you were recycling them every 3months … very annoying but it least a pattern. However … of late it seems to be almost every month.
Again in relation to having to re-establish the link it really is hit or miss as to whether it works when the client approves. In a recent run of 16 clients who all accepted only 7 worked first time and 2 of them we had to try 6+ times. I believe one of those is now discussing replatforming.
Thanks for this feedback. I have updated the docs to better clarify the 90 day access behaviour. If you’re seeing shorter timeframes than that, let me know.
For this, as it’s urgent I would suggest chatting in with our support team to see if this can be reset.