Our teams strive to provide you with the best experience with your PrestaShop store, but encountering a bug can happen. We are here to assist you if that is the case!
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⚠️The following procedure applies to stores hosted by you. If you are subscribed to PrestaShop Hosted, please go directly to our contact form. |
In order to best prepare for our upcoming intervention, please gather the following information:
- A temporary access to the back office of your store (link, username, password)
- A temporary FTP access to the server on which your store is hosted (FTP server address and port, username, password)
- Temporary access to your database (address and port of the database server, username, password)
The FTP and database login credentials were provided to you when you subscribed to the hosting service for your store. If you do not have them in your possession, please contact your store's host.
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💡 To create temporary access to your back office, you can follow this tutorial. |
This information is necessary to process your request under the best possible conditions. We guarantee the confidentiality of the data you provide to us. Once this information is gathered, please follow the steps below:
- Please visit our contact form.
- If you are not yet logged in, please log in with your PrestaShop account.
- Select the store for which you require our assistance.
- Please fill in all the fields of the form in order to be as precise as possible and to provide our teams with the most information to process your request promptly.
Once the request has been 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 have lost my access password to the back office, what should I do?
Here is an article to assist you: Recovering your admin password.
Whom should one contact to retrieve all the information?
We explain to you why and to whom you should address yourself to recover this information in this article.
How long will it take for me to receive a response?
We will get back to you within 24 hours.
By email or by phone?
We will get back to you by email, but we advise you to provide your phone number so that we can contact you if necessary in order to be more efficient.