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Why File2Cart may need access to my web shop or server?

In order to investigate issues or to troubleshoot reported problems File2Cart support technicians may require access to online shop, web server and database.

We understand that this kind of access information is sensitive, and are best kept to a need-to-know basis. With this in mind, we will only require access to your online store where it is absolutely necessary.

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 File2Cart 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 File2Cart 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, File2Cart 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 imperative that you 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.

Customer Testimonials

Performed on Amazon Elastic Cloud
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Secured by Globe SSL
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Cart2Cart  Using the service was a great experience for me. I managed to import simple and bundle products in large quantities without errors. Cart2Cart
Date Written: 14 March 2012
Percy Jackson
http://www.2jdesign.co.uk
Cart2Cart  I don’t usually use any third party services, but when I was looking for a quick import solution I decided to try File2Cart. The service didn’t let me down. Thanks for the high professionalism and quick performance. ...  Cart2Cart
Date Written: 20 August 2012
Mark Shelley

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