How does my Care Center account work?

Managing an online store is a daily challenge. Whether it's an unexpected bug, a question about a feature, or the need for expert advice, our team is here to support you.

Our different support levels

Our "À La Carte" Services for Your Specific Needs

Support Hours and Response Times

Assistance by a Support Technician

Our support hours are from monday to saturday, 9 AM to 10 PM CET

Starting 01/01/2026, if you are a Premium user, you will benefit from an extended service until 12 AM on Saturday and from 2 PM to 5 PM CET on Sunday.

If you need to contact support outside of these hours, you can use the Help Center, community forums, and the 24/7 chatbot every day of the week.

Frequently Asked Questions (FAQ)

• What is the difference between "Open Source" support and the other types of support?Open-source (or community) support relies on mutual assistance between merchants and is ideal for general questions.
• Why do you only support the last two major versions?To ensure the security and stability of your shop. Older versions no longer receive security updates and are incompatible with modern technologies (PHP, MySQL). We focus on recent versions to offer a high-quality service.
• What happens if I have an issue with a module that is not from PrestaShop?Our scope of intervention is limited to products developed by PrestaShop. However, as part of a "Diagnostic Ticket," we can help you identify if the problem comes from the third-party module, even if we cannot fix it directly.
• How do you identify my support level?We automatically and securely identify your support level through the connection between your shop and the PrestaShop ecosystem. This allows us to grant you access to the correct services without requiring you to provide proof.
  Here's how it works, in two key steps:
  1. Your PrestaShop Account: Your Unique IdentifierYour PrestaShop Account is more than just a simple identifier. It's your passport to all our services. All the benefits you are entitled to are linked to this account: your subscriptions to support plans, your purchases on the Marketplace, or the benefits related to your participation in our partner programs. It centralizes your contribution to the ecosystem.
  2. The Marketplace Module: The Secure Bridge to Your ShopThe PrestaShop Marketplace module, which we ask you to activate in your back-office, acts as a secure bridge. It creates a synchronization (a "sync") between your specific shop and your PrestaShop Account. This technical link is essential because it confirms to us, in an encrypted and confidential manner, that the shop for which you are requesting help is indeed yours and is correctly linked to your account.
  In summary, why are these two elements essential?By connecting your shop to your PrestaShop Account via the Marketplace module, you allow us to instantly answer the question: "What service level is associated with this merchant and this shop?"
  This system allows us to immediately direct you to the right experts and ensure you benefit from the response times and scope of intervention to which you are entitled, all smoothly and effortlessly on your part. It is the guarantee of a faster service perfectly tailored to your profile.
• Why create support levels?PrestaShop is proud to be an open-source solution. This means that the core software is free, accessible to everyone, and constantly improved by a global community. This is the core of our project: giving you the freedom and tools to start a business.
  Alongside the software, there is the company PrestaShop SA, whose mission is to ensure the project's sustainability and development. For professional merchants whose business depends on their shop, we offer support that goes beyond community self-help.
  The support levels allow us to dedicate expert resources and tools (technicians, developers) to provide you with fast, expert, and guaranteed answers, all while continuing to invest in the free software for everyone.

Still have doubts?

Our team is available to help you choose the offer best suited to your situation.