You are here: / Support

onOffice for WP-Websites Plugin

Support

Trouble shooting

If you have troubles with the installation of the plugin, make sure you have followed the first steps.

onOffice WP Plugin

Support form

If you have another problem, please fill out the form so that we can help you.

    * marks required fields

    Your email address: *

    Your name: *

    URL of the website with the problem: *

    Name or customer number of the onOffice customer: *

    Plugin-Version: *

    PHP-Version:

    Problem description: *
    Please describe the problem in detail including all steps to reproduce the error. If you are reporting an error, please include all related error messages. If possible, please also include screenshots, these are extremely helpful. You can upload up to three images, each no larger than 5 MB.




    Access to WordPress *

    Without access to your WordPress, we can neither investigate nor fix the problem. For this reason, requests without a WordPress admin user can unfortunately only be processed with delay or not at all.

    Instructions for creating an onOffice admin user

    • Username: onOffice

    • Email: web-support@onoffice.de

    • Role: Administrator

    • Check the box for "Notify user"

    Confirmation *

    Access to onOffice enterprise *

    Support access to onOffice enterprise is necessary to investigate most problems. Please ensure that support access for the web department is enabled.

    Instructions for enabling support access

    • In onOffice enterprise, click on the question mark at the top and select the item "Activation Support".

    • Click inside the field "Employees/Department", type "web" and choose the tab "Department". Select "Web (Group)".

    • For the field "Period" we recommend to set at least one month or "Permanent".

    • Click the button "Activate now".


    You can find more detailed information for activating support access in our Online Help

    Confirmation *

    Further accesses

    These items are optional, but they make our work much easier.

    • A freely accessible output of the phpinfo() function;

    • FTP access to the WP installation (or an identically configured staging system)

    • An SSH access with shell access

    Your consent *

    Our support is only available online for the following reasons:

    1. We can see your website, system details and other important information immediately so we can fix problems effectively.
    2. It’s faster. We can get to the bottom of your questions without putting you on hold. As we often have to refer to links and screenshots in our communication, we can help you better this way.
    3. We want to make sure that no information is lost if we have to escalate your problem.
    4. We receive enquiries in various languages, including German, English, Spanish & Italian.