Recover

Share diagnostics

Diagnostics shares let operators share evidence without copying raw event bodies, secrets, or private Shopify material.

Related guide Read Work with support.

Recovery steps

Complete these checks before executing a recovery action.

Open the affected record

Open the event, endpoint, or receipt that needs support.
Preview diagnostics

Choose diagnostics and preview the generated package before sharing.
Confirm safe contents

Confirm the share contains redacted setup facts, receipt facts, support codes, and recovery context.
Confirm private-data exclusions

Confirm it excludes raw event bodies, endpoint secrets, authentication headers, HMAC values, Shopify tokens, sessions, database URLs, and customer data.
Approve and share

Share the diagnostics ID or package only after explicit approval, then use that frozen package for follow-up.

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

Included	Excluded
Receipt facts, endpoint state, support codes, retention state, replay availability, and recovery guidance	Raw event bodies, full authentication headers, signing secrets, static header values, Shopify tokens, sessions, database URLs, and customer data
Redacted setup context and support summaries	Copied merchant incidents, private screenshots, full partner logs, or real payload examples

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