Support

Our support team is dedicated to helping you resolve issues related to plugins developed by B2Bsellers. For general Shopware inquiries, please consult Shopware’s official support channels.

Support is available for both Purchase and Rental license holders.

Getting Help

To reach our technical team, you can:

• Open a Ticket: B2Bsellers Support Portal

• Email: [email protected]

Note on Supported Versions: We recommend staying updated to the latest release. Older versions are eventually phased out.

Support & Release Strategy

Before You Submit a Ticket

To resolve your issue faster, please try the following troubleshooting steps:

1. Update: Ensure you are running the latest version of B2Bsellers compatible with your Shopware version.

2. Requirements: Confirm your server meets the (PHP, MySQL, Node.js).

3. Clear Cache & Rebuild: Run the following via CLI:

   • Administration: ./bin/build-administration.sh

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

   • B2B Platform: bin/console b2b:platform:build

   • Cache: bin/console cache:clear

Requirements

Creating an Efficient Support Request

Providing detailed information in your initial ticket helps us assist you much faster. Please include:

The Essentials

• Version Info: Specify your exact Shopware and B2Bsellers versions.

• Recent Changes: Note if you have recently upgraded either system.

• Reproduction: List the exact steps needed to trigger the bug.

Conflict Testing

• Disable other plugins: Check if the bug persists when only B2Bsellers is active. If the error disappears, the conflict likely lies with another plugin; please contact that developer first.

Developer Access

If you are linking to a development or staging store, please provide:

• Directory protection (htaccess) credentials.

• Admin, SSH/FTP, and Database access.

Technical Logs

• Screenshots & Recordings: Visuals are highly effective. If recording a video, please keep the browser console open.

• Console Data: Press F12 (or Ctrl+Shift+I), go to the Network tab, and reload the page. Look for red (failed) POST/GET requests. Copy the content from the Response tab into the ticket.

Data Protection & Compliance

Important: To comply with data protection laws, we cannot access systems containing live customer data without a signed Data Processing Agreement (DPA).

If your staging or live system contains real user data, please request a DPA here before providing access: Request DPA