General questions
I have a question about Ecwid or want to report a problem, what should I do?
First of all, please search for an answer in our knowledge base and forums. They have tons of useful information and answers to various questions, so the chances you will find an answer there are pretty high.
Search our knowledge base only: kb.ecwid.com/w/search?q=
Search our forums only: www.ecwid.com/forums/search.php
If you don't find an answer there, then please use one of our resources, described below:
- If you have a new feature idea or suggestion, please use our ideas base to report it or vote for an existing idea submitted by other users. The more votes an idea has, the faster it is implemented.
- If you have a question about Ecwid or are not sure if the problem is caused by a bug, please, create a new thread on our forums. Our staff monitor the forums daily and answer all questions.
- If you believe you’ve found a bug, please, report it to our bug-tracker. Please, don't use bug-tracker for posting questions about Ecwid (e.g. "How does this feature work?" or "How can I change this?"), bug-tracker is for bugs (i.e. something works in a wrong way) only.
- If you have a question about your payment, then first of all, please refer to our Billing FAQ. If you still have some questions, feel free to contact us at billing@ecwid.com
- If you you cannot log in to Ecwid, you can e-mail us at login-issues@ecwid.com directly. Please, please don't use this e-mail for usual support questions. Our forum is the best place for them, because 1) they will be answered much faster there 2) our answers will be re-usable and contribute to the whole Ecwid community.
- Parterships: bizdev@ecwid.com
What is the proper way of reporting a problem?
Please, describe the steps to reproduce the problem, the expected result and what happens instead. Also, please post a link to your store and some screen-shots illustrating the problem. The more detailed problem description you post, the faster we can help you.
What things should I avoid while reporting a problem?
- Please do NOT post the same question in different forums (cross posting).
- Please, do not send private forum messages to moderators asking for help. The proper way is to create a new thread and post the question there. In this case answers will benefit all Ecwid community and other Ecwid users will be able to find them later.
- Please, do not use our e-mail for asking questions which should go to our forum or bug-tracker.
Forums
Are there any general forum rules?
Our rules are pretty basic:
- Please, keep one topic per thread. It will help other users find both questions and answers.
- Do not spam. Spammers are banned immediately.
- Be respectful to the Ecwid community.
- Do NOT post the same question in different forums (cross posting). All that will happen is that one will be kept and the rest will be deleted by a moderator.
How can I create a new thread?
Just open our forums, click the corresponding forum name (for example "Storefront Management") and press the "New thread” button. Screen-shot:
Can I advertise my services on your forums?
If your services are Ecwid-related and useful for Ecwid users, than yes, it is allowed. However, forum accounts created for advertisement and spam posts only, will be banned and their spam posts will be deleted. So, just use the common sense and don't be spammy.
How can I change my nickname?
If you want to change the nickname you get when signing up with Ecwid, you need to take the following steps:
- Log in to Ecwid Control Panel.
- Go to the "My Profile" page.
- Edit the "Community Nickname" option and save the changes.
How can I change my avatar?
- Sign up with gravatar.com
- Add a new e-mail which is the same as you use to log into the Ecwid back-end.
- Add an avatar to this e-mail.
Bug-tracker
What do statuses in your bug-tracker mean?
- New - the ticket has been placed but has not been reviewed yet.
- Need info - we need some information from you or a 3-d party.
- Confirmed - our engineers have reproduced the problem and confirmed that it exists; the problem is scheduled for fixing.
- Started - our engineers have started to work on a fix.
- Testing - a fix has been added to Ecwid, our testers are checking it; the fix isn't available to the public yet.
- Ready - a fix has been added to Ecwid, our testers checked it already. The fix isn't available to the public yet.
- Closed - a new Ecwid version with a fix has been released, the fix is available to every one.
Ideas base
How can I log into the ideas base?
Our ideas base and Ecwid itself use different account systems. So, you will not be logged into the ideas base automatically and it will be necessary to create a new account there. It's very fast though.
How many votes should my idea get to be implemented?
Actually, the absolute number of votes doesn't matter so much. It is more important if is this idea is on top and popular or not.
