When you contact the PrestaShop Support service, we sometimes ask you for 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 hosted by you, we do not have access to your back office, your server or database. However, we sometimes need this access to facilitate our investigations and maximize our chances of quickly resolving the problem you are experiencing.

For example, here are some of the actions that require access:

• Check the store settings and/or the settings of the module in question (PrestaShop version, PHP version, version of the modules in question, etc.)
• Determine if an incompatibility is present
• View the error message
• Try to reproduce the abnormal behavior
• Proceed directly to the implementation of the solution to the problem

In some cases, it would be possible for you to perform all these actions, but this increases the number of exchanges required and therefore, 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 give out your personal details.

The steps to follow are as follows:

• Go to the Advanced Settings menu, then Team
• Create a profile dedicated to support
• Set up the permissions of the profile
• Create an employee account and apply the created profile to it

For more detailed steps on creating employee accounts, you can consult this article, or the Academy video Team Management - Create an employee account!

Once the account has been created, you can communicate the following information to your contact:

• URL to access your back office
• Email set for the employee account you created
• Password for this account

At the end of the intervention, you can deactivate the account and/or delete it.

⚠️ This article has been translated by an automatic translation program.