PrestaShop help is most needed at three moments: when the store stops working (white screen, 500 error, broken checkout), when something "fell apart" after an update, or when a payment or shipping module suddenly stops working after a silent API change at the operator. In such situations time is what counts: every hour of a down store means lost orders and customers who will not come back. The good news: most PrestaShop failures are known, repeatable problems with a clear repair procedure. Ad-hoc technical help usually costs 200–600 PLN net per ticket, and diagnostics with a report 500–1,500 PLN net.
Najważniejsze: The most common PrestaShop failures: white screen and 500 errors (PHP logs, memory, .htaccess), post-update errors (module compatibility, cache), checkout problems (payment and shipping modules), missing emails (SMTP, queue), slow performance (server, database) and attacks (security, malware). Procedure: backup → logs (PHP, PrestaShop, server) → debug mode → isolate module/theme → fix → test the purchase path. Cost: 200–600 PLN net per ticket, 500–1,500 PLN net for diagnostics with a report.
Before you report a problem — quick self-diagnosis
Three first steps every good specialist takes, and you can do them yourself.
- Backup — files and database, before touching anything. Fixing without a backup is Russian roulette.
- Logs —
var/logs/in PrestaShop, PHP logs (error_log), server logs (nginx/apache). 80% of failures leave a trace in logs. - Debug mode — in
config/defines.inc.phpenable_PS_MODE_DEV_on a store copy: you will see the full error instead of a white screen.
Only then look for the cause — and never "fix" a production store without a copy.
White screen and 500 errors
The most common class of failure. Typical causes, in order of probability
- PHP memory exhausted —
memory_limittoo low after adding a module or during a large import; raise the limit and check logs. - Module error — after installing/updating a module; isolate by disabling modules one by one (or via the
ps_moduletable) until the store comes back. - File permissions — after a hosting migration files lack correct permissions; directories 755, files 644,
var/writable. .htaccess— wrong configuration after a server change or from a module; regenerate or temporarily disable.- PHP mismatch — a module requires a different PHP version than the server; check the module's requirements.
- Corrupted cache — clear
var/cache(keeping the structure) and the Smarty cache.
Problems after an update
PrestaShop and module updates are a classic source of "surprises".
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Checkout stopped working — usually a payment or shipping module incompatible with the new version; check changelogs and update modules.
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Overrides break the site — after a core update an override overwrites a changed class; verify and fix, or migrate the logic to hooks (see PrestaShop modules and customisations).
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The theme "falls apart" — changes in template structure; a child theme and CSS/TPL fixes are the remedy.
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Missing translations and fields — after a database update; run migrations and check translations.
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Performance dropped — a new version plus stale cache; full cleanup and cache reconfiguration.
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The rule: updates run on staging, in batches, with a rollback plan — not on Friday on production. If the store is stuck on an old version, it is time to plan a migration: PrestaShop implementation.
Checkout, payments and shipping — the problems that cost the most
- Orders not updating status — payment webhooks are not arriving or status mapping is wrong; check return URLs and module logs. More: Przelewy24 in PrestaShop.
- The Parcel Locker map will not load — ShipX API key, JS blocks, a conflict with another shipping module: InPost in PrestaShop.
- Delivery costs calculated incorrectly — carrier rules, zones, weight/dimensions; test the cart with different combinations.
- Emails not going out — SMTP configuration (instead of
mail()), hosting limits, queue; a frequent cause of "missing order confirmations". - Cart abandonment after a checkout update — compare conversion before/after; sometimes the culprit is a one-page checkout deployed without testing.
Performance, security and attacks
- The store "crawls" under traffic — server, cache, database; diagnostics and a fix plan: PrestaShop performance optimisation.
- Malware and redirects — infected theme files, malicious scripts in modules; full analysis, cleanup and hardening needed.
- Attacks on the panel and forms — brute force, spam; captcha, IP limits, updates.
- Data leaks — suspicious access logs and unusual queries; on an incident, follow your GDPR procedure.
What professional PrestaShop help looks like
- A good support process: ticket intake with a description and access (via a secure channel) → backup → diagnostics on a copy → report with the cause → fix → tests → recommendations. Not "we fixed it and we do not know what it was" — a clear cause and preventive action instead.
| Scope of help | Cost (net) |
|---|---|
| Ad-hoc fix (one ticket, up to 1h) | 200–600 PLN |
| Diagnostics with a report and fix plan | 500–1,500 PLN |
| Malware removal and store hardening | 800–2,500 PLN |
| Emergency migration/update | quoted after analysis |
If problems keep returning monthly, ongoing care is cheaper — described in PrestaShop support.
Frequently asked questions
The store shows a white page — what to do?
Enable debug mode on a copy and check PHP logs and var/logs/. The most common causes: memory limit, a module error, file permissions, corrupted cache. Do not act on production without a backup — and if you are unsure, get help: the fix usually takes hours.
How much does PrestaShop technical help cost?
An ad-hoc fix of one problem: 200–600 PLN net. Diagnostics with a report: 500–1,500 PLN net. Malware removal with hardening: 800–2,500 PLN net. Official PrestaShop support works on a subscription model, and Polish agencies offer one-off help or ongoing care.
Why did orders or payments disappear after an update?
Most often the payment module is incompatible with the new version, or overrides collide with core changes. Check the payment module logs, webhook statuses and the module changelog. Always test updates on staging with the full purchase path.
Order confirmation emails are not arriving — where to look?
In the store's SMTP configuration, hosting limits and sending logs. The default mail() function is often blocked or lands in spam — switch to authenticated SMTP (your domain or an external service) and test deliverability to several inboxes.
Do you also help with stores on PrestaShop 1.6/1.7?
Yes, but old versions have limits — no security support and fewer compatible modules. With recurring failures we recommend a migration plan to PrestaShop 8/9: PrestaShop implementation. It is usually cheaper than endlessly putting out fires.
How do I hand over store access safely?
Never by ordinary email or chat. Use a password manager with one-time access, or create a temporary admin account with limits and revoke it after the work. Change passwords after the collaboration and rotate API keys.
Sources and tools
- PrestaShop — official technical support
- PrestaShop DevDocs — troubleshooting
- PrestaShop Build — updates and security
- OWASP — web application security
- Google Search Central — site maintenance
👉 Is your PrestaShop store down or misbehaving? Describe the problem via the contact form or at kontakt@informatix.com.pl — diagnostics, repair and recommendations. See also e-commerce integrations and PrestaShop store development in my offer.
👉 Prefer prevention over repair? Check PrestaShop support, PrestaShop performance optimisation and PrestaShop modules and customisations.
📖 See also: PrestaShop implementation, Przelewy24 in PrestaShop and e-commerce store development.