We do understand your concern about your confidential information, and somehow 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.
HOW TO SEND STAFF ACCOUNT TO US
You should create a staff account to email: email@example.com 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 Ali Orders app) .
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):
Then Staff Accounts > Add staff account:
Enter a first name (FireApps), a last name (Support), and an email address (firstname.lastname@example.org) for the new staff member > "Send invite" to us:
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 email@example.com.