Prestashop Bad Customer Service Experience

[Kajmer]

Today, I turned my computer on and tried to log in my psadmin, which is on auto log in with saved username and password. However, it required me to type my password today because of SSL secure mode activated. (It has been almost a month since I got the SSL certificate anyway, I don't know why I was required to click on a different link to log in)

 

Anyway, my password did not work and the only option left was "forgot my password". I entered my email address and click send, then it said your password has been sent to your e-mail. It's been almost 5 hours that i have not receieved anything about password reset link from prestashop or any other email regarding this issue.

 

Then I tried to call customer service, automated system gives options as usual, press 1 or 2 depending on whether i need to sign up for a service or I need a technical support, and 0 if what i need is not related whatever has been said in the list. I pressed 0 of course, because there is not any option about forgotten password recovery, then the automated system said "you have entered not a valid entry". I said "CONGRATULATIONS" for setting up such a smart customer service call handling process.

 

Next thing I tried to press 2 for technical support, but after few seconds it directed me to voice mail, same thing with other menu options. Well, I hate that when i tried to talk to somebody for something that is not gonna take more than 2 minutes. After all, ALL I NEED WAS MY PASSWORD RESET OR MY PASSWORD.

 

Any suggestions what I should do next in order to be able to either recover or reset my password so I can actually log in to my account and have a day not spent wastefully.

[bellini13]

I assume you are using PS Cloud?  If so, why didn't you post this in the Cloud forum?  You could also browse the Cloud forum, where you might find contact information for PS Cloud Support.

 

Lastly, did you check your junk/spam folders for the email?

[Kajmer]

I don't even know what PS cloud is, I don't know if I am using PS cloud or not actually. Maybe I am, maybe I am not. 

 

Yes, I checked inbox junk/spam everything

[tdr170]

The question posted is very relevant to helping you and knowing what version of Prestashop you are using will help us help you.

First did you nstall Prestashop from your host control panel or through uploading files to your host via FTP, did you have to create a database for installaion or did you create an account at Prestashop.com and install from there.

[Kajmer]

I did not install prestashop, It was already set up by an employee before me. I Just knew the password to log in and make changes or add products, keeping up with the sales and provide customer service.

 

The version is 1.6.1.0

 

Honestly, I don't understand why the version of prestashop is relevant to my problem of trying to get someone from customer service to talk to on the phone. If I could have talked to a real customer service representative rather than a robot, my problem would have been solved 6 hours ago. 

[tdr170]

The version matters in how we help you and in the steps you will need to take to regain access to the Back Office.

So you understand customer service does not have the ability to reset your password for you as Prestashop is a stand alone program.

 

Here is a link that should be of some help in regaining access for a changed or forgotten password.

 

https://www.namecheap.com/support/knowledgebase/article.aspx/9244/2182/how-to-reset-prestashop-admin-password

[Kajmer]

Thank you for the link you provided tdr170, even though I contacted my hosting to have their help about password reset through My SQL database, they tried and they could not solved the issue somehow, I was told they submitted a ticket to a tech support supervisor about this issue. 

 

Anyway, other than that, I still cant get a hold of a real person from PS customer service, I even left a voicemail this time, but no one got back to me yet.

 

Meanwhile, my google merchant account sent me an e-mail about me loosing my website URL claim in merchant account center, so that my shopping campaign and product feed currently disabled. The reason for this that Google states is Google account associated with that merchant center account is no longer verified in Webmaster tools.

 

What do you think about this? How did i loose my website URL claim? Why is prestashop so complicated and acting all weird on me ?

[tdr170]

Can you access the shop from a browser, what is the URL to the online shop.

[Kajmer]

Yes, I can and other people can too because I can still see orders have been placed by customers. Yet, after google disabled my shopping campaign, my website ads are not gonna be seen to the potential customers searching for similar products.

 

here is the URL https://www.icemakersales.com/

[tdr170]

Lets try this another way here is a code that this somewhat automate the password reset in the database.

Using FTP or File Manager in your host control panel open the config folder inside here you will see settings.inc.php edit this file, now you want to copy the COOKIE_KEY hash string will look like this              define('_COOKIE_KEY_', '71cRbIxENo9ytdVCl2FeapeLdKLTC5wcNSaHbi6ZQZqbtMvcYuuo30Sb');    (will  not be red)     copy the code I show in red only then past this where it says <_COOKIE_>

 

UPDATE `ps_employee` SET `passwd` = MD5('<_COOKIE_>password') WHERE `ps_employee`.`id_employee` = 1;

 

 

 

 

Examples:

 

like this:

 

UPDATE `ps_employee` SET `passwd` = MD5('<71cRbIxENo9ytdVCl2FeapeLdKLTC5wcNSaHbi6ZQZqbtMvcYuuo30Sb>password') WHERE `ps_employee`.`id_employee` = 1;

 

 

Now type in a new password where it says password like this

 

UPDATE `ps_employee` SET `passwd` = MD5('<71cRbIxENo9ytdVCl2FeapeLdKLTC5wcNSaHbi6ZQZqbtMvcYuuo30Sb>mynewpassword') WHERE `ps_employee`.`id_employee` = 1;

 

 

Now log in to your host and go to the phpMyAdmin database scroll down to ps_employee and find your employee email look at the ID if it is anything other then 1 you will need to change the last # in the string to match.

Now make note of the email address just in case you may have misspelled in previous attempts.

At the top of the page you should see a tab that says SQL click on that and in the text area that displays paste the modified code with your hash and password and click save or go whatever your SQL page displays    (make sure you remove any other text that nay be there before pasting the code)

[tdr170]

Probably not could give a hacker just what they need, the key you need is the one here    define('_COOKIE_KEY_', '########################');

 

I see you are on Ipage I am very familiar with them as I used to host my sites there.

Send me by PM login details for Ipage so I can access the Control Panel and I will see if I can fix this for you.

I have copied the settings code from above so I have what I would need.

[Kajmer]

i just tried to pm you but it said you cannot receive new messages

[tdr170]

Should be OK Now.

[tdr170]

I have resolved this issue with a manual database reset Kajmer once again has admin access.

Edited March 12, 2016 by tdr170 (see edit history)