The fastest way to reach us is via a support ticket – at the top right via "Create ticket" or directly here:
Create support ticketHow to reach us
Support ticket – via "Create ticket" at the top right or the button above. The recommended way.
Live chat – via the chat icon at the bottom right on every page.
Shopware Account – create a ticket in your Shopware Account; domain and versions are automatically transmitted.
Email – support@golle-it.de
We are currently unable to offer phone support for our plugins. In individual cases, we will call you back regarding an ongoing ticket.
Before you contact us
Check that the plugin is configured correctly according to the respective instructions – you can find the instructions in the sidebar under the respective plugin.
If the problem persists, check the troubleshooting articles for your plugin in this knowledge base.
In particular, test whether any cronjob / scheduled task you may be using is set up correctly and running.
What your support ticket should contain
Domain for which the plugin is licensed
Shopware and plugin version used
Detailed error description
Latest log files (especially
prod_XXX.log) from the/var/logdirectory of your Shopware installation
The first two points are not necessary if you submit your request directly via your Shopware Account – this data is then automatically transmitted.
Insufficient information may delay processing by up to 7 business days. Complete information will significantly speed up your request.
In some cases, we need access to your Shopware backend or FTP access to the server to analyze the problem.
Custom modifications / own plugin
Want to extend an existing GOLLE-IT plugin? Write to support@golle-it.de.
New plugins, custom solutions, apps or consulting? Contact our sales team.
Scope of free support
For customers with an active plugin license:
Support with installation and configuration
Bug fixes
Compatibility check with other plugins