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How to report a bug


Our teams strive to offer you the best experience with your store PrestaShop, but finding a bug can happen. We're here to help if that's your case!


⚠️The following procedure applies to stores hosted by you. If you are a PrestaShop Editionsubscriber, please go directly to our contact form.


To help us prepare for our next event, please gather together the following information:


✔ Temporary access to your store's back office (link, login, password)

✔ Temporary FTP access to the server on which your store is hosted (server address and port FTP, login, password)

✔ Temporary access to your database (database server address and port, login, password)


Your FTP and database login details were supplied to you when you subscribed to the hosting service for your store. If you don't have them, please contact your store host.


💡 To create a temporary access to your back-office, follow this tutorial.


This information is necessary to process your request in the best possible conditions. We guarantee the confidentiality of the data you send us. Once you have gathered this information, please follow the steps below:

  • Visit our contact form
  • If you're not yet logged in, log in with your PrestaShop account (the same as the one you use on PrestaShop Marketplace)



  • Select the store for which you need our help
  • Choose "Report a bug on my store



  • Fill in all the fields in the form to be as precise as possible and provide our teams with as much information as possible to process your request quickly.



Once we've created your request, we'll get back to you as soon as possible!


Frequently asked questions

What is FTP access?

Find out more about the FTP protocol in this article.


I've lost my backoffice password. What should I do?

Here 's an article to help you: Recovering your admin password

Where can I get all the information?

We explain why and where to get this information in this article.

How long before I get an answer?

We will get back to you within 24 hours.

By mail or by phone?

We'll get back to you at mail , but we'd advise you to include your phone number so that we can contact you if necessary to be more efficient.



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