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In order to investigate issues and to troubleshoot reported problems, or download the connection bridge file API2Cart support technicians may require access to online store, 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 all cases where we require access to online store, we will make it clear to you exactly what access is needed, and why.
Depending on the task which needs to be performed, an API2Cart technician may require access to your online store. We strongly advise you to change the password of Admin/FTP accounts being provided with a random password for API2Cart support for the duration of the issue, with only the essential permissions to your online store.
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.
In order to investigate the problems, API2Cart support 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 store is installed, unless our technician specifically requests an unrestricted access account (see below).
If a technician asks for 'root access' to your server (a root account with unrestricted permissions), please do not be alarmed. Only in the rarest of cases will we ask for such access - i.e. when our ability to diagnose and resolve your issue 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.
If your systems 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.
Posted in: Security and Privacy