Support

B2Bsellers offers written support for plugins developed by B2Bsellers only. For general issues with Shopware, refer to Shopware's support.

The support is available for the purchase version as well as for the rental version.

Getting Help

Create a ticket on the support website: https://support.b2b-sellers.com/

E-Mail: [e-mail]

What Versions of B2Bsellers Are Supported?

You can install and use all versions of B2Bsellers at will, however older versions are dropped from life support at a certain point. This means we are still answering questions and provide help, but we are no longer fixing bugs in the software. If you wish to receive any fixes to unsupported versions nonetheless, we have to bill you for development time.

Version	Shopware	Support	Maintenance End
1.X.X	6.4	Questions	January 2024
2.X.X	6.5	Questions, Bugfixing	January 2025
3.X.X	6.6	Questions, Bugfixing, New Feature Development

Considerations for Creating Support Requests

In order to help you in a timely and efficient manner, there are a few things you can do while creating your support request that ensures a better initial assessment of your situation:

• Describe the bug thoroughly, with steps to replicate. Error logs, screenshots and console errors are an additional help you can provide to us.

  • Try disabling all other plugins than B2Bsellers to see whether the bug appears with just B2Bsellers enabled.

  • If disabling other plugins solves the issue, the issue is potentially caused by an update of another plugin, please contact their respective support channels first.

• Include which version of Shopware, and which version of B2Bsellers you are using. Tell us if you recently have upgraded either.

• Provide holistic access data: If you send us a link to the developer store, provide all access data for directory protection, admin access, FTP as well as database access.

Providing Browser Console Data

If we ask you for console data, here's what you need to do:

• Open the browser console. In most browsers you can do this with F12 or ctrl+shift+i.

• Find the "Network" tab, and reload the page. Perform the actions that led to your encounter with the bug.

• Look for POST or GET requests that are marked in red. These are very likely to be what causes the error. Click on them, and copy everything from what you find in the then apeparing "Response" tab into the ticket.

• On the header "Console", copy the errors into the ticket. Errors are marked in red.

If you have troubles with this, let a developer replicate your steps to encounter the bug and provide this information to us. These detailed errors help us trace the root of your bug much faster and more precisely.

Providing a Screen Recording

If we ask you for a screen recording, please provide us with a file or link to a video file that we can view your problem in. Make sure to also include the browser console data during your recording.

What You Can Do Before Sending a Support Request

In order to address common errors, and possibly resolve the issue yourself, here's some things you can do:

• Try installing the latest version of B2Bsellers available for your Shopware version.

• Check whether your system meets the minimum requirements for PHP, mysql and related technology.

• Rebuild the admin, storefront or clear cache.

  • Admin CLI: bash ./bin/build-administration.sh

  • Storefront CLI: bash ./bin/build-storefront.sh

  • Cache:

    • CLI: bin/console cache:clear

    • Shopware admin: /admin#/sw/settings/cache/index

Live Systems and Real Customer Data

We can only help investigating something on your system if there is no real customer data present on - staging or live. If real customer data is present on a server you ask us to access, we have to enter a valid data processing agreement before we can look into the issue to ensure compliance with data protection laws.

To request one, please use this URL: https://support.b2b-sellers.com/open.php?topicId=21