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Support
You have installed one of our plugins and need assistance with the installation? You have already installed the plugin, but an error occurs? At the FATCHIP support, we will do our best to help and support you with any plugin-related problems.

In order for your request to be dealt with at short notice and without any questions left, we kindly ask you to send an e-mail to support@fatchip.de containing the following information:
  • Contact person, contact data (address, e-mail, telephone)
  • Shop URL
  • Name of FATCHIP plugin
  • Name of shop system used
  • Detailed description of the error including screen shots, exception log, reproduction instructon, if possible
  • Access data to your system (admin access, database access, FTP server access)
  • Please note: Access data should only be sent if requested, and coded!
    Please use the PGP key for that. Do not hesitate to contact us if you have any further questions. (PGP key Hendrik Bahr)

Please understand that we will need all of the information mentioned above in order to successfully support you. Once our team has all the details it is able to look into the error and start with the problem solving process.

Please note: Despite an intense audit it may happen that our plugins / connections contain so-called bugs. In this case, the problem-solving will be of course free of charge. However, if the problem has occurred because of an application error or a conflict with other adjustments implemented within your shop, we will have to charge you for the expenditure incurred. In any case, our support team will be in touch with you and will inform you about the latest status of the problem-solving process and progress.

The average time for support cases is ten to twelve workdays. We kindly ask you to refrain from contacting us before the communicated time frame has closed. Thank you!

We always endeavor to solve your problem and get back to you as soon as possible.

Your FATCHIP Team

Please find useful, standardized forms for inquiries at FATCHIP in our download center. The forms are only available in German at the moment.

To the download centerĀ»