# 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](https://www.google.com/search?q=https://www.shopware.com/en/support/).

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](https://account.b2b-sellers.app/support/list)
* Email: <support@b2b-sellers.com>

Note on Supported Versions: We recommend staying updated to the latest release. Older versions are eventually phased out.&#x20;

{% content-ref url="../product-tour/support-and-release-strategy" %}
[support-and-release-strategy](https://docs.b2b-sellers.com/b2b-platform/product-tour/support-and-release-strategy)
{% endcontent-ref %}

## 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`&#x20;
   * B2B Platform:  `bin/console b2b:platform:build`
   * Cache: `bin/console cache:clear`&#x20;

{% content-ref url="setup/requirements" %}
[requirements](https://docs.b2b-sellers.com/b2b-platform/user-guide/setup/requirements)
{% endcontent-ref %}

### 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.

<figure><img src="https://content.gitbook.com/content/N7trivXBQb3doKIrPW2i/blobs/Xc47pvY4FIXOxllXo07f/image.png" alt=""><figcaption></figcaption></figure>

<figure><img src="https://content.gitbook.com/content/N7trivXBQb3doKIrPW2i/blobs/O0RMZuc4tD2MPbYdmNlO/image.png" alt=""><figcaption></figcaption></figure>

## 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](https://account.b2b-sellers.app/support/create?action=Bug)