To help us support you as best as possible with any error messages or other issues you encounter while using Pickware, here are some important tips that can speed up problem resolution.
Before you contact us
Many errors can be fixed by updating to a newer software version. Before you contact us, always check in your Shopware Admin under Extensions → My Extensions whether an update for Pickware is available.
If you're still using our old individual extensions (ERP, ERP Pro, WMS, POS), you can get the updates for Pickware WMS and Pickware POS via your Pickware account. The WMS and POS App for iOS can be updated via the App Store.
Before installing updates, you should always check whether they are compatible with your Shopware version. You can find the supported Shopware versions, for example, on the store page.
Our team works daily to optimize Pickware, so even in the case of serious bugs or security vulnerabilities, it should always be possible to install an update promptly.
When you contact us
Whether you contact us by phone or email, ideally have the following information ready or send it to us along with your contact request:
Login credentials
the login credentials for your Shopware Admin
FTP access for a more in-depth analysis of the problem
Documentation of the error
the exact steps that led to the problem, so that we can reproduce the problem in our test environment
a screenshot of the error message, as this may contain clues as to what caused the problem
if specific orders or products are affected: sample orders or products
How to contact us
You can find the contact form for written requests here.