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Reporting a bug


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

⚠️The following process is not for you if you have a PrestaShop Edition subscription, head directly to our contact form in that case.


In order to prepare our future intervention, please gather the following information:

  • Temporary access to the back office of your store (link, login, password)
  • Temporary FTP access to the server on which your store is hosted (address and port of the FTP server, login, password)
  • Temporary access to your database (database server address and port, username, password)

The FTP and database login credentials were provided to you when you signed up for your store's hosting service. If you do not have them, please contact your store's hosting solution. 


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


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

  • Go to our contact form
  • If you are not logged in, log in with your PrestaShop account (the same as the one used on the PrestaShop Marketplace)


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

  • Fill in all the fields of the form to provide our teams with as much information as possible so we can process your request quickly.


Once the request is created, we will get back to you as soon as possible!


Frequently asked questions

What is an FTP access?

You will find more information about the FTP protocol in this article. 

I lost my backoffice access password, what should I do?

Here is an article to help you: Recover your admin password.

Where can I find all the information asked to create my support ticket?

You will find more on this topic in this article.

How long will it take to get an answer?

We will get back to you within 24 hours

By email or by phone?

We will get back to you by email but you can fill in your phone number so that we can call you if necessary to be more efficient.