Have you encountered a technical issue with your partner account? First, try logging out and logging back in after clearing your cache and deleting your cookies. Also, use a different browser if possible, and wait a while in case it's a temporary bug.
If the issue persists, we invite you to contact our support team by following these instructions.
Create a Support Ticket
- to open a support request on the PrestaShop Marketplace as a partner, follow these steps: log in to your partner account: go to the PrestaShop Marketplace website, under the "Contact Us" section, or
- from the help center of the PrestaShop Marketplace website:
- I already sell or want to sell my modules and themes on PrestaShop Addons
- I am a contributor
- "Other questions" to report a technical bug.
Information to fill in
Take the time to describe your issue in detail so our support team can identify it as quickly as possible.
Describe the Issue: provide a precise description of the encountered issue:
- the browser you use;
- steps to reproduce the error;
- any error messages if encountered;
- actions already taken to resolve the issue;
- any relevant files to attach (screenshots or screen recordings) if available.
Submit the Request: once the form is filled, submit it. You will receive a confirmation that your request has been received, along with a ticket number to track the status of your request.
Follow the Status of the Request: regularly check the responses from the support team using the ticket number (in the messages of your PrestaShop Marketplace account). You will be notified by email when a message is received from us.
Cooperate with Support: be responsive if our team contacts you for additional information or to test the proposed solution.
By following these steps, you should be able to efficiently open a technical support request so our support teams can take over as quickly as possible. Please, note that while we strive to assist you as efficiently as possible, general bugs will be prioritized over those encountered on a single partner account.
FAQ:
What is the processing time for my request?
The time required to process your support request as a PrestaShop partner can vary depending on several factors, such as the nature of your request and the complexity of the issue. In general, PrestaShop strives to respond to requests within a reasonable timeframe, often within a few business days following the submission of your request.
Can I open more than one support ticket per day?
Yes, you can open more than one support ticket per day. There are generally no restrictions on the number of tickets you can submit per day. It depends on the number of issues you encounter.
I am stuck waiting for the resolution of my issue. What should I do if this wait impacts my business?
Be assured that our support team tries, above all, to reproduce the bug you are encountering and tests various internal solutions to unblock your situation (e.g., updating your product listing).
I reported an issue that is not really a bug but prevents the proper use of my partner account. Is my feedback taken into account?
Every opinion counts for PrestaShop. Whether it is a small opportunity for optimization or a major overhaul of our platform, all feedback is passed on to the Product and Technology teams. It is then considered during the roadmap planning of the dedicated teams.