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Your request
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Details of your request
Provide the exact steps leading to the problem.
For example: Go to 'Sales > Orders > Invoices'. Try generating an invoice between 01/01/2024 and 01/01/2025. Open the generated file and note any errors observed (e.g., 'order no. 50 is missing').
Explain how this issue affects your shop.
For example: 'Customers are not receiving their invoices, leading to complaints.'
Describe how it should work.
For example: 'All invoices should be generated correctly for the requested period.'
Optional details or context.
Site information
Where to find it? Log in to your hosting (cPanel or Plesk) and look for 'PHP Version'. You can also ask your hosting provider.
Back-office access
Why provide this access? It allows us to diagnose and resolve the issue quickly. Required information: Back-office link, Username (email) and Password
Note: We do not save your access information.
It installs with a single click! All you need to do is enable the option to allow us to connect, and you no longer need to provide us with BackOffice access for your support requests*.
*except for server configurations that may prevent it
FTP access
Why provide this access? It allows us to resolve technical issues related to your files or modules. Required information: FTP address, Port, Username and Password
Note: Contact your hosting provider if you do not know your FTP credentials.
Access to your shop's database
Why provide this access? It allows us to examine or directly fix data related to the issue. Required information: phpMyAdmin link or server URL, Port, User ID and Password
Note: Contact your hosting provider if you do not know this information.
To support you!
Our HelpCenter contains many articles to assist you:
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