Support

You will receive assistance from Shopware's technical support for all questions regarding the Shopware Admin, the frontend, and our in-house supported extensions. This means, specifically, that we can help you whenever you need information or assistance with something that should work through Shopware or a Shopware extension. We are happy to answer all questions about whether and where something can be configured in Shopware and assist you if something is not working. However, if an issue arises with a feature provided by a third-party extension or one that you have added with custom programming, we cannot provide support for that within the scope of technical support. In such cases, the person who programmed the feature must provide support. The Store always indicates whether and by whom an extension is supported.

If you need help with custom programming, you can submit questions to developer support. It doesn’t matter if you want to adjust your theme or create a completely custom function in an extension. Please note that our developer support does not develop ready-made solutions for you but can help with specific questions and problems during the implementation. It’s best to attach your existing code in a file to ensure the fastest possible processing. Developer support is only available to you with a Shopware Beyond plan.

How do I create a support ticket?

You can set up a support ticket in your Shopware account via Merchant > Support. Here you will find the Request support button at the top right.

Now select the shop for which support is required and write down your request including access data for Shopware administration, server ‘SSH’ and database ‘PHPMyAdmin’. For the access data, you can use the field below for your sensitive data. The data you enter there is hidden in the ticket by default and is only visible when the field is expanded.

Our support team will then get back to you promptly via the support screen in your account. All communication with our support team takes place exclusively via the shop operator account and not via other communication channels. If there is an answer from our support team, you will receive an e-mail.

In the Additional recipients to be informed(1) field, you can enter additional email addresses that will receive a notification about a ticket response in addition to you.

To make the flow of information between the ticket creator and Shopware Support transparent, the support ticket can be given read rights for a third party. For example, if the shop operator creates a support ticket, the Shopware partner can also read the conversation. However, only the creator of the ticket has write authorisation.

The option is called Inform partner about ticket creation and grant read authorisation and can be set directly when creating a support ticket (2). The option is activated by default.

To receive the fastest possible response, you can activate the option Accept english answer (3) to allow a response in English.

Please note that you are only entitled to support if you have a commercial Shopware plan.

You can find more help, including more information about Shopware support, for Shopware 5 here and for Shopware 6 here.

To what support types can I subscribe?

We have three different types of support:

Developer support is only available to you from the Beyond Plan and is intended to support you with all questions relating to your individual customisations. No complete programming will be created for you here, but you will receive support for your own programming if you get stuck. Furthermore, your questions about Varnish configuration, cluster systems and Elastic Search will be answered here if you have a Beyond Plan.

Telephone support (by callback) can deal with all the topics explained in ‘What can I get support for’, with the exception of topics from developer support. This is only possible in writing. This ticket type is available from the Evolve plan or as a Shopware partner. It is important that a specific question or problem is also explained in detail in a callback support ticket. If you do not explain your enquiry in detail in the ticket, this may result in the ticket being delayed. The reason for this is that we first have to call you to find out about the problem and then there may be another processing time before we can provide an answer to your enquiry. You should also ask yourself beforehand whether explaining a particular topic over the phone makes sense. Some topics require complex steps and can, therefore, be better explained in writing. This will also help you understand the topics step by step. We would be pleased if you could let us know when you are best available during our business hours. We call back customers on the Evolve plan from 7 am to 7 pm and customers on the Beyond plan 24/7. This allows us to reach you directly and deal with your enquiry in a targeted manner.

Email support is always available and is a good choice in most cases. We can send you detailed information via this channel, which you can refer to again and again if necessary.
Written communication takes place exclusively via your Shopware account.

What is the difference between Shopware Support & Extension Support?

In the support area of the shop operator account, you can either address your support enquiry to our technical support or submit a support enquiry about an extension. Have you purchased an extension from our Shopware Store and are facing a technical challenge? Then you should ask the manufacturer of the extension for support via the support screen (1).

In our Shopware Store you can see who is responsible for the support of your extension. On the detail page of each extension, you will find the information in the area on the right-hand side.

Here you will either find support from Shopware or support from the extension partner. If you do not find any information about support, then this is an extension without support.

What does Shopware need for troubleshooting?

When we look at your ticket, we usually have to check the behaviour you mentioned on your system. Processing the ticket will be faster if your system's access data is already available. For example, you could prepare a file you update whenever a password changes.

The access data should consist of the following information:

• SSH/FTP access: host, port, user, password

• Database access: Link to phpMyAdmin / Adminer, user, password, database name

• Shopware admin user: independent admin account, user, password

• htaccess access: if available, user, password

You can send us the access data in a file or as text directly in the ticket. With your consent, we will store your data in encrypted form in our password safe for future requests.

We also need a description of when and how the problem occurs. 

How do I explain my problem?

In a complete support request, you should always describe your problem or what you want to achieve. 
Every ticket must always contain a specific problem or question, regardless of whether it is a callback ticket. Otherwise, processing may take longer.
It is important to explain the behaviour that occurs as if the person processing the ticket had never seen your shop before.
Always ask yourself, ‘Would I understand this even if it wasn't my shop?’ when you submit a ticket, because we in technical support can't know your shop, your industry and your way of working as well as you do. This means you should describe every click you make to reproduce the behaviour in detail.

No matter where the problem lies: If an error message appears, you should always copy it or save it as a screenshot and paste it into your ticket.
Error messages give us a quick and easy indication of what is not working in the shop.

If a problem occurs with a product, customer, order or other special component in the shop, we also need the unique numbers and names, or e.g. the URL from your browser in the frontend.
So please always write the corresponding unique numbers or names in your ticket. Otherwise, we will have to ask you for them first and will not be able to start processing immediately. 

You have absolutely no idea how to explain a behaviour or where it occurs? Then, add a screenshot of the behaviour to the ticket.

A customer has contacted you with a problem, but you don't know exactly how they got the problem? Then, talk to your customer first. Once they have explained to you exactly what they did in the shop to cause the problem, pass this information on to us in the ticket. If you, and therefore we, do not yet have this information, we will have to ask you for it and processing may be delayed.

When will I receive a response to my support ticket?

The response times of the support ticket set up depend on the plan booked. There are three different plans: Shopware Rise, Shopware Evolve and Shopware Beyond. The response times here are between one and eight working hours. Please note that there are no fixed response times for developer support. You can read about these times in detail on our website.

(1) Availability is covered in two time zones (CEST - Berlin, Germany and UTC-4 - New York, USA).
(2) The response time indicates when you will receive a response from us at the latest.
(3) Creation of support requests via the ticket system in the Merchant area of your Shopware account.
(4) Creation of a phone support for technical questions in the Merchant area of your Shopware account to request a callback from the support specialist.
(5) You can reach the telephone hotline from Monday to Friday between 8:00 am and 5:00 pm (CEST - Berlin, Germany and UTC-4 - New York, USA).
(6) For specific questions about the individual development in your store project, the written developer support will help you. You can create a ticket (maximum two tickets per month) via your Shopware account. The response times for these tickets are variable depending on the complexity.
(7) You will receive personal sales onboarding from your direct sales contact.
(8) You can coordinate sales inquiries directly with your personal contact from Sales.
(9) Use the knowledge of the Shopware community and ask your questions in the forum.
(10) If you run your store with a certified Shopware hosting partner, we will take care of the initial installation of your Shopware store for you.

How can I submit a bug or an improvement request?

In technical support, we cannot provide you with hotfixes for bugs or the implementation of improvements.

We have the so-called GitHub Issues for this purpose. If you find a bug, you can post it in the GitHub Issues. We are always happy to receive suggestions and tips on optimising Shopware for you. You can find an FAQ about the GitHub issues here.

You can view or leave suggestions for improvement in our Shopware Product Feedback Portal.

Our primary goal with the Shopware Feedback Portal is to create a user-friendly platform for your valuable input. Open source platforms like Shopware are based on a collaborative culture, which means that our e-commerce solution is completely open to your feedback on problems, ideas, solutions and use cases related to our product. In this way, you can have a say in which features and solutions are implemented in Shopware 6.