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Get technical support

Sorry to hear you're having a technical issue, we are here to get you the help you need. Our technical team are available from 8am - 5pm Monday to Friday and will open a technical ticket on completion of the below form. Please allow 24-48 hours for an initial response.

For service critical issues ('my customers cannot checkout with DivideBuy') please email:-

Technical support:- [email protected]

Please note: server credentials are stored securely by the DivideBuy technical team for the duration of the period required to assist with your technical query. We will continue to store these credentials for a period of 7 days after the ticket is closed to assist with any subsequent required follow up.

Company name *

Contact email * [email protected]

Contact Name *

First Name

Last Name

Contact telephone number

Area Code

Phone Number

Technical Support

What's the issue

What is the technical issue you require support with? Please provide as much detail as you can, including (if applicable) steps to reproduce the error, any references or order numbers and any notes that might help us.

Please upload any screenshots or files to assist with your support query.

The URL of the affected website * The URL where the issue is occurring

Platform of affected website * Example Magento 2

Version of Platform Example 2.1

Do you have a staging site where this issue can be replicated on? This is useful for us to debug without any interruption to your live DivideBuy integration

Your staging site URL Different URL to your live site

Staging FTP / SFTP Host or IP

Staging FTP Username

Staging FTP Password

Staging FTP Port Number

* When providing a staging site, please ensure that this matches your live site as closely as possible, in order to recreate the issue. If we are unable to recreate the issue in the same circumstances, this may slow any investigations.

Staging

Is this a multi store login? If so, please specify your store view name

Staging Admin URL

Staging Admin Username

Staging Admin Password

SSH details

Magento 2 users only, please skip to the next section if these do not apply to you.

SSH are details that allow us to establish a secure terminal session with your server. We need these in order to run re-compilation commands to get your site to reflect our changes

Staging SSH Host Name or IP *For Magento 2 users only: we require this information

Staging SSH Username *For Magento 2 users only: we require this information

Staging SSH Password *For Magento 2 users only: we require this information

Staging SSH Port Number *For Magento 2 users only: we require this information

Authentication password

Authentication username

Live FTP / SFTP Host / IP *

Live FTP Username *

Live FTP Password *

Live FTP port number not applicable for Shopify users

Live SSH Host name or IP Only applicable to Magento 2 retailers

Live SSH Username Only applicable to Magento 2 retailers

Live SSH Password Only applicable to Magento 2 retailers

Live SSH Port Number Only applicable to Magento 2 retailers

Live Admin URL *

Live Admin Username * Only applicable to Magento 2 retailers

Live Admin Password *

Do you use an authentication block as part of accessing your live website/admin panel?

Authentication username

Authentication password

Shopify Live Store URL For Shopify users this is in the format of store.myshopify.com

Shopify Owner email address Shopify users only

Shopify Owner Password Shopify users only

Shopify Live Theme (to be installed on) Shopify users only

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Technical Support

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