Why Cart2Cart may need an access to my web shop or server?

In order to investigate issues or to troubleshoot reported problems Cart2Cart support technicians may require access to online shop, web server and database.

We understand that this kind of access information is sensitive and should bу treated respectively - as data that constitutes commercial information of a client. With this in mind, we will only require access to your online store in the cases when it is absolutely inevitable.

We have taken every precaution to ensure that our systems which store access information is highly secure. However, there are additional precautions that we advise our customers take before providing us with access credentials.

In every case when we require access to online shop, we will make it clear to you exactly what access is needed, and why.

Short summary of this FAQ

  1. When providing a technician with access to your online store, it is always best to change the password of admin account been provided with a random password temporarily, while the issue is being traced by us.
  2. When your problem has been resolved, you have to change the passwords of all provided accounts as soon as possible.
  3. In all issues that require access to your online store, the technician will make it clear to you exactly what access we need.

Access to your online store

Depending on the task which needs to be performed, a Cart2Cart technician may require access to your online store. We strongly recommend you to change the password of Admin/FTP accounts being provided with a random password for Cart2Cart support for the duration of the issue, with only the essential permissions to your web store.

  1. Change the existing password of user/staff account with a random and complex password.
  2. Please make sure that you change all the passwords right after your issue is resolved.

Access to administrator account

More often than not, we will require access to an administrator account on your online store. Follow the steps outlined in the Access to your online store section of this article.

Access to an FTP or SSH account

In order to detect and investigate the problem, Cart2Cart Support Team may require access to the files of your online store installation. Follow the steps outlined in the Access to your online store section of this article.

Make sure that this account is a user-level account that has access to the directory in which your online shop is installed, unless our technician specifically requests an unrestricted access account (see below).

'Root' (unrestricted access) to your server

If a technician asks for 'root access' to your server (a root account with unrestricted permissions), please do not be alarmed. We will ask for such access only in very rare cases - i.e. when our ability to diagnose and solve your problem absolutely requires it (such as generating or monitoring server logs, or making server configuration changes).

When providing us with root/unrestricted access to your server, it is obligatory to follow the temporary account creation steps outlined in the Access to your online store section of this article.

Firewalls and IP based authentication

If your systems use or are protected by IP address authentication (e.g. if you have a firewall), please let us know and we will provide you with the list of our office IP addresses to allow through.

Posted in: General Questions