We do understand your concern about your confidential information, and why you do not want to share it to anyone else, thus we always do our best to check your issue without staff account needed at first.
In some difficult situations that we need to investigate deeper on your theme settings to find the problem(s), we will usually send a request for access to your email via Shopify Collaborator account (check this article). But if you could not receive the request, Staff account is compulsory for us to provide support in-time.
HOW TO SEND STAFF ACCOUNT TO US
You should create a staff account for email: firstname.lastname@example.org for us to log in and check your issue(s).
Make sure to give us Products, Apps, Theme (and Orders) access permission (Orders permission is needed if you have problem with Sales Pop) .
HOW TO CREATE STAFF ACCOUNT
You can read this official instruction from Shopify to create a staff account for us.
OR you simply go to Shopify dashboard > Settings > Account (or Plan and Permission):
At the Permissions section > select Add staff account:
Enter a first name (ManySales), a last name (Support), and an email address (email@example.com) for the new staff member. Please don't forget to edit the permission detail > Send invite to us.
That's all 😀 Should you have any other concern, feel free to contact our Support team via our live chat channel by clicking on the bottom right icon inside app, or our email at firstname.lastname@example.org.