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Recover

Share diagnostics

Diagnostics packages let operators share evidence without copying payloads, secrets, or private Shopify material.

Related guide Read Work with support.

Recovery steps

Complete these checks before executing a recovery action.

  1. 01Open the event, endpoint, or receipt that needs support.
  2. 02Choose diagnostics and preview the generated package before sharing.
  3. 03Confirm the package contains redacted setup facts, receipt facts, stable codes, and recovery context.
  4. 04Confirm it excludes raw payloads, endpoint secrets, auth headers, HMAC values, Shopify tokens, sessions, database URLs, and customer data.
  5. 05Share the diagnostics ID or package only after explicit approval, then use that frozen package for follow-up.

What diagnostics include #

Diagnostics packages are designed for partner and support collaboration without widening access.

IncludedExcluded
Receipt facts, endpoint state, stable codes, retention state, replay availability, and recovery guidanceRaw request bodies, full headers, signing secrets, static header values, Shopify tokens, sessions, database URLs, and customer data
Redacted setup context and support-safe summariesCopied merchant incidents, private screenshots, full partner logs, or real payload examples

Preview before sharing #

Always preview the package before sharing. Share the diagnostics ID or frozen support-safe summary only after the merchant or operator approves it.

When diagnostics help #

Use diagnostics when a sender owner, setup partner, authorized agent, or FlowRelay support needs evidence but should not receive raw request material.