As part of handling your ticket with our support teams, access to your site and server may be necessary. As you know, this is sensitive information that should not be shared via email. It is preferable to secure the transmission of this data, so we invite you to provide it directly within the follow-up of your ticket available on the Care Center.
Step 1: Log in to the Care Center using your PrestaShop Account. The email for this account must match the email with which you opened the ticket or one of the emails copied on it.
Step 2: Go to your account > My support tickets, then find the ticket corresponding to our access request.
Step 3: Enter the information in the designated fields and submit your request.
This data will not be visible in the ticket follow-up; it is information we keep confidential and which is deleted after your ticket is closed to comply with GDPR requirements.