When you contact PrestaShop Support, we sometimes request access to the back office of your PrestaShop store as well as FTP/SFTP access to your server.
What is the purpose of this access request?
When your store is self-hosted, we do not have access to your back office, your server, or your database. Now, we sometimes need these accesses to facilitate our investigations and maximize our chances of quickly resolving the issue you are experiencing.
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💡 When possible, we recommend prioritizing interventions in a pre-production environment rather than in a shop currently in production. We can assist you in creating this environment! |
Here are, for example, some of the actions that require access:
- Check the store settings and/or the settings of the relevant module (PrestaShop version, PHP version, version of the relevant modules, etc.)
- Determine if an incompatibility is present
- View the error message
- Attempt to reproduce the abnormal behavior
- Proceed directly to the implementation of the solution to the problem.
In certain cases, it may be possible for you to carry out all these actions, but this increases the number of necessary exchanges and, consequently, the resolution time. It is therefore more efficient for our team to have the necessary access to perform these actions.
How to create secure access?
To create access to PrestaShop support, or to the developer of a module, you must always create an "employee" account that you can deactivate at the end of the intervention. Never share your personal credentials.
The steps to follow are as follows:
- Go to the Advanced Settings menu, then Team.
- Create a dedicated support profile.
- Configure the profile permissions.
- Create an employee account and assign it the created profile.
For more detailed steps on creating employee accounts, you may refer to this article, or the video 'Employee Accounts and Limited Access to the Back Office!'
Once the account has been created, you will be able to provide your representative with the following information:
- Access URL to your back office
- Email set for the employee account you have created
- Password for this account
At the end of the intervention, you can deactivate the account and/or delete it.
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💡 Our communication system automatically erases sensitive data after exchanges, ensuring the security of your information. |