{"id":293855,"date":"2023-01-01T01:00:26","date_gmt":"2023-01-01T00:00:26","guid":{"rendered":"https:\/\/www.jtl-software.com\/support"},"modified":"2026-03-16T10:22:12","modified_gmt":"2026-03-16T09:22:12","slug":"support","status":"publish","type":"page","link":"https:\/\/www.jtl-software.com\/en\/help-center\/support","title":{"rendered":"Support"},"content":{"rendered":"\t\t<section>\n\t\t\t\t\t<div class=\"container\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col-lg-12\">\n\t\t<div class=\"row\">\n\t\t<div class=\"col-lg-6\">\n\t<span id=\"anchor-report-error\" class=\"font-weight-normal mb-0 h3\">Report error<a href=\"#report-error\" class=\"far fa-link headline-link\" data-href=\"#report-error\"><\/a><\/span><h1 id=\"anchor-support-with-jtl\">Support with JTL<a href=\"#support-with-jtl\" class=\"far fa-link headline-link\" data-href=\"#support-with-jtl\"><\/a><\/h1><\/div><div class=\"col-lg-6\">\n\t<span id=\"anchor-help-my-warehouse-has-stopped-troubleshooting-with-jtl\" class=\"h6\">Help, my warehouse has stopped! Troubleshooting with JTL<a href=\"#help-my-warehouse-has-stopped-troubleshooting-with-jtl\" class=\"far fa-link headline-link\" data-href=\"#help-my-warehouse-has-stopped-troubleshooting-with-jtl\"><\/a><\/span><p>What can you do if problems occur in everyday operations that may be related to software malfunctions? Here are a few examples: Matching with marketplaces no longer works. The printing of shipping labels takes far too long. You suddenly find strange characters in your offer descriptions. Our support team can help you in such cases!<\/p>\n<\/div>\t<\/div>\n<hr class=\"mt-7 mb-7\"><h2 id=\"anchor-create-support-ticket\" class=\"text-center h3\">Create support ticket<a href=\"#create-support-ticket\" class=\"far fa-link headline-link\" data-href=\"#create-support-ticket\"><\/a><\/h2><span id=\"anchor-would-you-like-to-report-an-error-and-are-you-eligible-for-support-heres-how\" class=\"text-center font-weight-normal mb-5 h5\">Would you like to report an error and are you eligible for support? Here's how!<a href=\"#would-you-like-to-report-an-error-and-are-you-eligible-for-support-heres-how\" class=\"far fa-link headline-link\" data-href=\"#would-you-like-to-report-an-error-and-are-you-eligible-for-support-heres-how\"><\/a><\/span><div class=\"row\" data-gallery=\"true\">\n\t\t\t<div class=\"col-sm-6 col-lg-3 mb-5\">\n\t\t\t<a class=\"figure figure-square bg-tertiary\"  href=\"#\" data-gallery-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/www.jtl-software.com\\\/uploads\\\/2020\\\/12\\\/login-jtl-kundencenter-schritt-1.png&quot;,&quot;w&quot;:1399,&quot;h&quot;:894,&quot;title&quot;:&quot;JTL Customer Center Login - Step 1&quot;}\">\n\t\t\t\t<figure class=\"figure-square-inner\" role=\"group\">\n\t\t\t\t\t<picture><source type=\"image\/webp\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20406'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/login-jtl-kundencenter-schritt-1-636x406.png.webp 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/login-jtl-kundencenter-schritt-1-1272x813.png.webp 2x\"><source type=\"image\/png\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20406'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/login-jtl-kundencenter-schritt-1-636x406.png 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/login-jtl-kundencenter-schritt-1-1272x813.png 2x\"><img loading=\"lazy\" decoding=\"async\" src=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20406'%20xml:space='preserve'%3E%3C\/svg%3E\" data-src=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/login-jtl-kundencenter-schritt-1.png\" width=\"636\" height=\"406\" alt=\"Login JTL-Kundencenter - Schritt 1\" class=\"lazy figure-square-img figure-square-img-absolute img-fluid figure-square-img-contain\"><\/picture>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"figure-caption figure-square-caption\">1. Log in to the JTL customer center<\/figcaption>\n\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t<div class=\"col-sm-6 col-lg-3 mb-5\">\n\t\t\t<a class=\"figure figure-square bg-tertiary\"  href=\"#\" data-gallery-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/www.jtl-software.com\\\/uploads\\\/2020\\\/12\\\/dashboard-jtl-kundencenter-schritt-2.png&quot;,&quot;w&quot;:1303,&quot;h&quot;:1142,&quot;title&quot;:&quot;JTL Customer Center Dashboard - Step 2&quot;}\">\n\t\t\t\t<figure class=\"figure-square-inner\" role=\"group\">\n\t\t\t\t\t<picture><source type=\"image\/webp\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/dashboard-jtl-kundencenter-schritt-2-636x557.png.webp 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/dashboard-jtl-kundencenter-schritt-2-1272x1115.png.webp 2x\"><source type=\"image\/png\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/dashboard-jtl-kundencenter-schritt-2-636x557.png 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/dashboard-jtl-kundencenter-schritt-2-1272x1115.png 2x\"><img loading=\"lazy\" decoding=\"async\" src=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E\" data-src=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/dashboard-jtl-kundencenter-schritt-2.png\" width=\"636\" height=\"557\" alt=\"Dashboard JTL-Kundencenter - Schritt 2\" class=\"lazy figure-square-img figure-square-img-absolute img-fluid figure-square-img-contain\"><\/picture>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"figure-caption figure-square-caption\">2. Select the Support area<\/figcaption>\n\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t<div class=\"col-sm-6 col-lg-3 mb-5\">\n\t\t\t<a class=\"figure figure-square bg-tertiary\"  href=\"#\" data-gallery-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/www.jtl-software.com\\\/uploads\\\/2020\\\/12\\\/support-jtl-kundencenter-schritt-3.png&quot;,&quot;w&quot;:1303,&quot;h&quot;:1142,&quot;title&quot;:&quot;Select support ticket JTL Customer Center - Step 3&quot;}\">\n\t\t\t\t<figure class=\"figure-square-inner\" role=\"group\">\n\t\t\t\t\t<picture><source type=\"image\/webp\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-jtl-kundencenter-schritt-3-636x557.png.webp 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-jtl-kundencenter-schritt-3-1272x1115.png.webp 2x\"><source type=\"image\/png\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-jtl-kundencenter-schritt-3-636x557.png 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-jtl-kundencenter-schritt-3-1272x1115.png 2x\"><img loading=\"lazy\" decoding=\"async\" src=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E\" data-src=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-jtl-kundencenter-schritt-3.png\" width=\"636\" height=\"557\" alt=\"Support JTL-Kundencenter - Schritt 3\" class=\"lazy figure-square-img figure-square-img-absolute img-fluid figure-square-img-contain\"><\/picture>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"figure-caption figure-square-caption\">3. Select support ticket<\/figcaption>\n\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t<div class=\"col-sm-6 col-lg-3 mb-5\">\n\t\t\t<a class=\"figure figure-square bg-tertiary\"  href=\"#\" data-gallery-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/www.jtl-software.com\\\/uploads\\\/2020\\\/12\\\/support-ticket-erstellen-jtl-kundencenter-schritt-4.png&quot;,&quot;w&quot;:1303,&quot;h&quot;:1142,&quot;title&quot;:&quot;Provide system information and describe the error in detail. JTL Customer Center - Step 4&quot;}\">\n\t\t\t\t<figure class=\"figure-square-inner\" role=\"group\">\n\t\t\t\t\t<picture><source type=\"image\/webp\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-ticket-erstellen-jtl-kundencenter-schritt-4-636x557.png.webp 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-ticket-erstellen-jtl-kundencenter-schritt-4-1272x1115.png.webp 2x\"><source type=\"image\/png\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E 1x\" data-srcset=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-ticket-erstellen-jtl-kundencenter-schritt-4-636x557.png 1x, https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-ticket-erstellen-jtl-kundencenter-schritt-4-1272x1115.png 2x\"><img loading=\"lazy\" decoding=\"async\" src=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20viewBox='0%200%20636%20557'%20xml:space='preserve'%3E%3C\/svg%3E\" data-src=\"https:\/\/www.jtl-software.com\/uploads\/2020\/12\/support-ticket-erstellen-jtl-kundencenter-schritt-4.png\" width=\"636\" height=\"557\" alt=\"Support Ticket erstellen JTL-Kundencenter - Schritt 4\" class=\"lazy figure-square-img figure-square-img-absolute img-fluid figure-square-img-contain\"><\/picture>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"figure-caption figure-square-caption\">4. Create a support ticket<\/figcaption>\n\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t\t<section class=\"mb-7\">\n\t\t\t\t\t<div class=\"container py-0\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col\">\n\t<hr class=\"mb-7\"><h2 id=\"anchor-view-status-messages\" class=\"text-center h3\">View status messages<a href=\"#view-status-messages\" class=\"far fa-link headline-link\" data-href=\"#view-status-messages\"><\/a><\/h2><h2 id=\"anchor-on-our-status-pages-we-inform-you-about-current-malfunctions-and-maintenance-of-our-services\" class=\"text-center font-weight-normal h5\">On our status pages we inform you about current malfunctions and maintenance of our services.<a href=\"#on-our-status-pages-we-inform-you-about-current-malfunctions-and-maintenance-of-our-services\" class=\"far fa-link headline-link\" data-href=\"#on-our-status-pages-we-inform-you-about-current-malfunctions-and-maintenance-of-our-services\"><\/a><\/h2><div class=\"mt-4 mr-auto mb-4 ml-auto d-flex justify-content-center btn-wrapper\">\n\t<a class=\"btn btn-primary\" href=\"https:\/\/status.jtl-shipping.de\/\">\n\t\t\t\tJTL-Shipping (DE)\t\t<\/a><a class=\"btn btn-outline-primary\" href=\"https:\/\/www.jtl-software.de\/jtl-hosting-status-stoerungen\">\n\t\t\t\tJTL hosting\t\t<\/a><\/div><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t\t<section class=\"bg-primary\">\n\t\t\t\t\t<div class=\"container\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col-lg-12\">\n\t<h2 id=\"anchor-support-tools\" class=\"text-tertiary text-center h3\">Support tools<a href=\"#support-tools\" class=\"far fa-link headline-link\" data-href=\"#support-tools\"><\/a><\/h2><span id=\"anchor-these-tools-support-you-in-handling-support-cases-with-jtl\" class=\"text-tertiary text-center font-weight-normal h5\">These tools support you in handling support cases with JTL.<a href=\"#these-tools-support-you-in-handling-support-cases-with-jtl\" class=\"far fa-link headline-link\" data-href=\"#these-tools-support-you-in-handling-support-cases-with-jtl\"><\/a><\/span><div class=\"mt-5 accordion\" id=\"accordion-69df274e69705\">\n\t<div class=\"accordion-row\">\n\t<button class=\"accordion-header btn btn-link row mx-0\" id=\"accordion-69df274e69d9d\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapse-69df274e69d9a\" aria-expanded=\"false\" aria-controls=\"collapse-69df274e69d9a\">\n\t\t\t\t\t\t\t\t\t<span class=\"col px-0\">TeamViewer - Remote Maintenance Software<\/span>\n\t\t\t\t\t\t<\/button>\n\t<div id=\"collapse-69df274e69d9a\" class=\"collapse\" aria-labelledby=\"accordion-69df274e69d9d\" data-parent=\"#accordion-69df274e69705\">\n\t\t<div class=\"accordion-body\">\n\t\t\t<p><strong>What is TeamViewer?<\/strong><\/p>\n<p>TeamViewer is a well-known software for remote maintenance. You can use TeamViewer to enable our employees to access your computer and move the mouse pointer.<\/p>\n<p><strong>What does JTL use the software for?<\/strong><\/p>\n<p>This allows the support employee to solve support cases or install our products very quickly. You can watch the whole time &#8211; nothing happens without your knowledge.<\/p>\n<p><strong>What do I have to do?<\/strong><\/p>\n<p>Please download TeamViewer and install the free version when a support employee asks you to do so. Then transfer the connection data (ID and password) to the support colleague so that they can start the session with you.<\/p>\n<div class=\"btn-wrapper\">\n\t<a class=\"mt-5 btn btn-wawi\" rel=\"noopener noreferrer\" target=\"_blank\" href=\"https:\/\/www.teamviewer.com\/de\/\">\n\t\t\t\tDownload Teamviewer\t\t<\/a><\/div>\t\t<\/div>\n\t<\/div>\n<\/div><div class=\"accordion-row\">\n\t<button class=\"accordion-header btn btn-link row mx-0\" id=\"accordion-69df274e6a2d0\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapse-69df274e6a2cd\" aria-expanded=\"false\" aria-controls=\"collapse-69df274e6a2cd\">\n\t\t\t\t\t\t\t\t\t<span class=\"col px-0\">OneTimeLink - Software for secure data transfer<\/span>\n\t\t\t\t\t\t<\/button>\n\t<div id=\"collapse-69df274e6a2cd\" class=\"collapse\" aria-labelledby=\"accordion-69df274e6a2d0\" data-parent=\"#accordion-69df274e69705\">\n\t\t<div class=\"accordion-body\">\n\t\t\t<p><strong>What is JTL-OneTimeLink for?<\/strong><\/p>\n<p>In the event of support, our employees may ask you to submit your data via OTL. This is a secure way to protect your customer data.<\/p>\n<p><strong>What is OTL?<\/strong><\/p>\n<p>JTL-OneTimeLink (OTL for short) enables you to exchange sensitive data online via a one-time valid link. Simply upload the file, generate the link and send it to the recipient. Once the recipient has received the data, it is irrevocably deleted.<\/p>\n<p><strong>File size limit<\/strong><br \/>\nVery large data packages (&gt; 5 GB) cannot currently be transferred via OTL. Please test the general functioning with a small file first before uploading very large files.<\/p>\n<div class=\"btn-wrapper\">\n\t<a class=\"mt-5 btn btn-wawi\" rel=\"noopener noreferrer\" target=\"_blank\" href=\"https:\/\/otl.jtl-software.de\/\">\n\t\t\t\tUse OneTimeLink\t\t<\/a><\/div>\t\t<\/div>\n\t<\/div>\n<\/div><\/div><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t\t<section class=\"bg-secondary\">\n\t\t\t\t\t<div class=\"container\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col-lg-12\">\n\t<h2 id=\"anchor-your-support-options\" class=\"text-center mb-5\">Your support options<a href=\"#your-support-options\" class=\"far fa-link headline-link\" data-href=\"#your-support-options\"><\/a><\/h2>\t<div class=\"text-center d-none w-lg-75 w-xl-60 mr-auto ml-auto\">\n<p>JTL offers you free help in the community forum, low-cost ticket support and fast help by phone. Your support authorization depends on your selected edition. The four JTL editions (ERP &amp; Sales) as well as the four WMS editions (Warehouse Management) are each assigned specific support levels.<\/p>\n<p>As the type and scope of support services are tied to your chosen edition, it is not possible to book extended support without upgrading to a higher edition. When deciding on a suitable edition, you should therefore also consider what support you need on a day-to-day basis and how you would prefer to operate if necessary.<\/p>\n\t<\/div>\n\t<div class=\"row\">\n\t\t<div class=\"col-lg-6\">\n\t<p>JTL offers you free help in the community forum, low-cost ticket support and fast help by phone. Your support authorization depends on your selected edition. The four JTL editions (ERP &amp; Sales) as well as the four WMS editions (Warehouse Management) are each assigned specific support levels.<\/p>\n<\/div><div class=\"col-lg-6\">\n\t<p>As the type and scope of support services are tied to your chosen edition, it is not possible to book extended support without upgrading to a higher edition. When deciding on a suitable edition, you should therefore also consider what support you need on a day-to-day basis and how you would prefer to operate if necessary.<\/p>\n<\/div><div class=\"col-lg-12\">\n\t<div class=\"mt-4 mt-lg-5 btn-wrapper\">\n\t<a class=\"mr-auto ml-auto btn btn-wawi\" href=\"https:\/\/www.jtl-software.com\/en\/pricing\">\n\t\t\t\tTo the editions of JTL\t\t<\/a><\/div><\/div>\t<\/div>\n<h3 id=\"anchor-who-is-entitled-to-support\" class=\"text-center mt-7\">Who is entitled to support?<a href=\"#who-is-entitled-to-support\" class=\"far fa-link headline-link\" data-href=\"#who-is-entitled-to-support\"><\/a><\/h3>\t<div class=\"row\">\n\t\t<div class=\"col-lg-6\">\n\t<ul class=\"mt-6 mt-md-5 list-icons list-icons-lg list-icons-center list-icons-stacked\">\n\t<li class=\"text-primary\"><span class=\"fa-stack fa-fw text-primary list-icon list-icon-stack\"><span class=\"fa-stack-2x fas fa-circle\"><\/span><span class=\"fal fa-users fa-fw fa-stack-1x fa-inverse fa-inverse\"><\/span><\/span><span class=\"font-weight-normal h5\"><strong>Moderated forum &#8211; Community support<\/strong><br \/>free of charge for all customers from Edition Start<br \/><\/span><\/li><\/ul><p>If you only use the free JTL Start \/ WMS Start editions, you can report errors in the JTL forum. The merchant community often provides competent help and JTL employees also frequently reply to such posts. However, there is no claim to a solution in the forum.<\/p>\n<ul class=\"mt-6 list-icons list-icons-lg list-icons-center list-icons-stacked\">\n\t<li class=\"text-primary\"><span class=\"fa-stack fa-fw text-primary list-icon list-icon-stack\"><span class=\"fa-stack-2x fas fa-circle\"><\/span><span class=\"fal fa-envelope-open fa-fw fa-stack-1x fa-inverse fa-inverse\"><\/span><\/span><span class=\"font-weight-normal h5\"><strong>Tickets in the JTL-Customer Centre &#8211; Bronze Support<\/strong><br \/>for customers with booked Edition Advanced<br \/><\/span><\/li><\/ul><p>Customers who use our cost-effective Advanced edition are entitled to Bronze support from our team of experts in the event of technical errors. This includes email support for the solutions included in the corresponding edition. To do this, log in to the JTL-Customer Centre and describe your error in a ticket. Our support staff will process your request and reply within 3 working days.<\/p>\n<\/div><div class=\"col-lg-6\">\n\t<ul class=\"mt-6 mt-md-5 list-icons list-icons-lg list-icons-center list-icons-stacked\">\n\t<li class=\"text-primary\"><span class=\"fa-stack fa-fw text-primary list-icon list-icon-stack\"><span class=\"fa-stack-2x fas fa-circle\"><\/span><span class=\"fal fa-history fa-fw fa-stack-1x fa-inverse fa-inverse\"><\/span><\/span><span class=\"font-weight-normal h5\"><strong>Faster handling time &#8211; Silver Support<\/strong><br \/>for customers with a Pro edition booked<br \/><\/span><\/li><\/ul><p>If you choose our Enterprise edition, you will receive prioritized email support for all JTL products that are available to you with the corresponding edition. The response time of our support team to your ticket is therefore reduced to just one working day.<\/p>\n<ul class=\"mt-6 list-icons list-icons-lg list-icons-center list-icons-stacked\">\n\t<li class=\"text-primary\"><span class=\"fa-stack fa-fw text-primary list-icon list-icon-stack\"><span class=\"fa-stack-2x fas fa-circle\"><\/span><span class=\"fal fa-phone-volume fa-fw fa-stack-1x fa-inverse fa-inverse\"><\/span><\/span><span class=\"font-weight-normal h5\"><strong>Help by phone &#8211; from Gold Support<\/strong><br \/>for customers with a booked Edition Enterprise<\/span><\/li><\/ul><p>Would you like telephone support for technical errors? With the Gold Support of our Edition Enterprise, you can enjoy fast telephone support. After you have created a ticket, you can have JTL call you back conveniently. If you work with a certified <a href=\"https:\/\/www.jtl-software.com\/en\/find-a-partner\">service partner<\/a>, you can also have your partner submit support requests to JTL. For service partners, we provide a separate hotline for support requests.<\/p>\n<\/div>\t<\/div>\n\t<div class=\"row\">\n\t\t<div class=\"col-lg-12\">\n\t<h3 id=\"anchor-support-level-of-the-fee-based-editions\" class=\"text-center mt-7\">Support level of the fee-based editions<a href=\"#support-level-of-the-fee-based-editions\" class=\"far fa-link headline-link\" data-href=\"#support-level-of-the-fee-based-editions\"><\/a><\/h3><\/div><div class=\"col-lg-6\">\n\t<div class=\"mt-7 mt-lg-9 card\">\n\t\t\t<span class=\"fa-stack fa-fw text-silver fa-2x card-top-icon\">\n<span class=\"fa-stack-2x fas fa-circle\"><\/span>\n<span class=\"fal fa-star fa-fw fa-stack-1x fa-inverse\"><\/span>\n<\/span>\n\t\t<div class=\"card-body pb-5 align-self-stretch flex-column d-flex\">\n\t\t<h3 id=\"anchor-email-support\" class=\"font-weight-normal mb-1 h5\">Email support<a href=\"#email-support\" class=\"far fa-link headline-link\" data-href=\"#email-support\"><\/a><\/h3><span id=\"anchor-support-level-bronze-silver\" class=\"mt-0 h3\">Support level Bronze &amp; Silver<a href=\"#support-level-bronze-silver\" class=\"far fa-link headline-link\" data-href=\"#support-level-bronze-silver\"><\/a><\/span><hr><span id=\"anchor-tickets-in-the-jtl-customer-centre\" class=\"font-weight-normal mt-3 h5\"><span class=\"fa-stack fa-fw text-bronze fa-sm mr-2\">\n<span class=\"fa-stack-2x fas fa-circle\"><\/span>\n<span class=\"fal fa-envelope-open fa-fw fa-stack-1x fa-inverse\"><\/span>\n<\/span>Tickets in the JTL-Customer Centre<a href=\"#tickets-in-the-jtl-customer-centre\" class=\"far fa-link headline-link\" data-href=\"#tickets-in-the-jtl-customer-centre\"><\/a><\/span><p>You are entitled to email support via our ticket system in the JTL-Customer Centre if you have booked the JTL Advanced or WMS Advanced edition. Please note that your selected JTL edition may have a different support level than your WMS edition and therefore the support services may differ depending on the product.<\/p>\n<span id=\"anchor-preferred-ticket-processing\" class=\"font-weight-normal h5\"><span class=\"fa-stack fa-fw text-silver fa-sm mr-2\">\n<span class=\"fa-stack-2x fas fa-circle\"><\/span>\n<span class=\"fal fa-tachometer-alt-average fa-fw fa-stack-1x fa-inverse\"><\/span>\n<\/span>Preferred ticket processing<a href=\"#preferred-ticket-processing\" class=\"far fa-link headline-link\" data-href=\"#preferred-ticket-processing\"><\/a><\/span><p>Is the fastest possible response to your error message important to you? Then you should consider choosing our Edition Pro. You will then receive prioritized handling of your concerns &#8211; e.g. shortened response times to your support emails from 3 working days to 1 working day.<\/p>\n<div class=\"btn-wrapper\">\n\t<a class=\"mt-4 btn btn-primary\" rel=\"noopener noreferrer\" target=\"_blank\" href=\"https:\/\/www.jtl-software.com\/en\/pricing\">\n\t\t\t\tChoose edition now\t\t<\/a><\/div>\t<\/div>\n\t<\/div><\/div><div class=\"col-lg-6\">\n\t<div class=\"mt-7 mt-lg-9 card\">\n\t\t\t<span class=\"fa-stack fa-fw text-gold fa-2x card-top-icon\">\n<span class=\"fa-stack-2x fas fa-circle\"><\/span>\n<span class=\"fal fa-magic fa-fw fa-stack-1x fa-inverse\"><\/span>\n<\/span>\n\t\t<div class=\"card-body pb-5\">\n\t\t<h3 id=\"anchor-telephone-support\" class=\"font-weight-normal mb-1 h5\">Telephone support<a href=\"#telephone-support\" class=\"far fa-link headline-link\" data-href=\"#telephone-support\"><\/a><\/h3><span id=\"anchor-gold-support-level\" class=\"mt-0 h3\">Gold support level<a href=\"#gold-support-level\" class=\"far fa-link headline-link\" data-href=\"#gold-support-level\"><\/a><\/span><hr><span id=\"anchor-callback-service\" class=\"font-weight-normal mt-3 h5\"><span class=\"fa-stack fa-fw text-gold fa-sm mr-2\">\n<span class=\"fa-stack-2x fas fa-circle\"><\/span>\n<span class=\"fal fa-phone-alt fa-fw fa-stack-1x fa-inverse\"><\/span>\n<\/span>Callback service<a href=\"#callback-service\" class=\"far fa-link headline-link\" data-href=\"#callback-service\"><\/a><\/span><p>As an Edition Enterprise customer, you can clarify your case with us in person and find a solution quickly by requesting a callback from our support team. Briefly describe your issue and let us know when you can be reached by our staff. They will then get back to you by telephone within 1\/2 working day.<\/p>\n<span id=\"anchor-security-during-after-system-change\" class=\"font-weight-normal h5\"><span class=\"fa-stack fa-fw text-gold fa-sm mr-2\">\n<span class=\"fa-stack-2x fas fa-circle\"><\/span>\n<span class=\"fal fa-shield-alt fa-fw fa-stack-1x fa-inverse\"><\/span>\n<\/span>Security during \/ after system change<a href=\"#security-during-after-system-change\" class=\"far fa-link headline-link\" data-href=\"#security-during-after-system-change\"><\/a><\/span><p>Telephone support is particularly suitable for system migrants who do not want to do without the security of technical support at a personal level in the first few months after the changeover. Please note our <a href=\"https:\/\/www.jtl-software.com\/en\/help-center\/services\">migration service<\/a>, which can be booked for <em>all<\/em> customers.<\/p>\n<div class=\"btn-wrapper\">\n\t<a class=\"mt-4 btn btn-primary\" rel=\"noopener noreferrer\" target=\"_blank\" href=\"https:\/\/www.jtl-software.com\/en\/pricing\">\n\t\t\t\tRequest Edition Enterprise\t\t<\/a><\/div>\t<div class=\"mb-0 d-none\">\n<p><span class=\"d-block\">You will receive a landline number that you can use to contact us directly in the event of technical problems or errors. Our support staff will decide whether to initiate remote maintenance (at no extra cost), during which you can explain the problem on your computer. <\/span><span id=\"anchor-vorteil-sicherheit-w\u00e4hrend-nach-systemwechsel\" class=\"font-weight-normal mt-5 h6\"><\/span><\/p>\n\t<\/div>\n\t<\/div>\n\t<\/div><\/div>\t<\/div>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t\t<section class=\"bg-tertiary\">\n\t\t\t\t\t<div class=\"container\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col-lg-12\">\n\t<h2 id=\"anchor-questions-about-operation\" class=\"text-center mb-5\">Questions about operation<a href=\"#questions-about-operation\" class=\"far fa-link headline-link\" data-href=\"#questions-about-operation\"><\/a><\/h2>\t<div class=\"text-center w-lg-75 w-xl-60 mr-auto ml-auto\">\n<p>Would you like help installing or setting up our products? Or do you have specific questions about operation? The following options are available:<\/p>\n\t<\/div>\n\t<div class=\"row mt-5\">\n\t\t<div class=\"col-lg-6 col-xl-4\">\n\t<div class=\"h-100 bg-secondary card\">\n\t<div class=\"card-body flex-column\">\n\t\t<span id=\"anchor-services-from-jtl\" class=\"mb-0 text-center text-lg-left h5\">Services from JTL<a href=\"#services-from-jtl\" class=\"far fa-link headline-link\" data-href=\"#services-from-jtl\"><\/a><\/span><hr class=\"mt-3 mb-3\">\t<div class=\"mb-auto\">\n<p>Then take advantage of our installation and setup services. Our employees will connect to your computer via remote maintenance and install solutions such as JTL-Wawi, JTL-Shop or JTL-Shipping together with you. We also offer a migration service for those changing over.<\/p>\n\t<\/div>\n<div class=\"btn-wrapper\">\n\t<a class=\"d-block mt-4 mr-auto ml-auto ml-lg-0 btn btn-wawi\" href=\"https:\/\/www.jtl-software.com\/en\/help-center\/services\">\n\t\t\t\tAll services at a glance\t\t<\/a><\/div>\t<\/div>\n\t<\/div><\/div><div class=\"col-lg-6 col-xl-4 mt-5 mt-lg-0\">\n\t<div class=\"h-100 bg-secondary card\">\n\t<div class=\"card-body flex-column\">\n\t\t<span id=\"anchor-services-from-partners\" class=\"mb-0 text-center text-lg-left h5\">Services from partners<a href=\"#services-from-partners\" class=\"far fa-link headline-link\" data-href=\"#services-from-partners\"><\/a><\/span><hr class=\"mt-3 mb-3\">\t<div class=\"mb-auto\">\n<p>Many of our service partners offer all-round support: They set up ERP, warehouse management and online stores on your premises. The partners then remain your point of contact for day-to-day questions. Remuneration varies depending on the service partner, for example on an hourly basis.<\/p>\n\t<\/div>\n<div class=\"btn-wrapper\">\n\t<a class=\"mt-4 mr-auto ml-auto ml-lg-0 d-block btn btn-primary\" href=\"https:\/\/www.jtl-software.com\/en\/find-a-partner\">\n\t\t\t\tTo the service partner search\t\t<\/a><\/div>\t<\/div>\n\t<\/div><\/div><div class=\"col-lg-6 col-xl-4 mt-5 mr-auto ml-auto mt-xl-0\">\n\t<div class=\"h-100 bg-secondary card\">\n\t<div class=\"card-body flex-column\">\n\t\t<span id=\"anchor-help-in-forum-guide\" class=\"mb-0 text-center text-lg-left h5\">Help in Forum &amp; Guide<a href=\"#help-in-forum-guide\" class=\"far fa-link headline-link\" data-href=\"#help-in-forum-guide\"><\/a><\/span><hr class=\"mt-3 mb-3\">\t<div class=\"mb-auto\">\n<p>If you don&#8217;t want to spend any money, you will find <a href=\"https:\/\/guide.jtl-software.com\/\"  target='_blank' rel='noopener noreferrer' rel=\"noopener\">detailed documentation on all products in the JTL-Guide<\/a>. If you have specific questions that are not answered in the guide, you can also ask other online retailers in the moderated JTL forum, who are often happy to help.<\/p>\n\t<\/div>\n<div class=\"btn-wrapper\">\n\t<a class=\"mt-4 mr-auto ml-auto ml-lg-0 bg-secondary d-block btn btn-outline-primary\" rel=\"noopener noreferrer\" target=\"_blank\" href=\"https:\/\/forum.jtl-software.de\/\">\n\t\t\t\tTo the JTL forum\t\t<\/a><\/div>\t<\/div>\n\t<\/div><\/div>\t<\/div>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t","protected":false},"excerpt":{"rendered":"Report errorSupport with JTL Help, my warehouse has stopped! Troubleshooting with JTLWhat can you do if problems occur in everyday operations that may be related to software malfunctions? Here are a few examples: Matching with marketplaces no longer works. The printing of shipping labels takes far too long. You suddenly find strange characters in your","protected":false},"author":4,"featured_media":0,"parent":293894,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-293855","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/pages\/293855","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/comments?post=293855"}],"version-history":[{"count":5,"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/pages\/293855\/revisions"}],"predecessor-version":[{"id":301573,"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/pages\/293855\/revisions\/301573"}],"up":[{"embeddable":true,"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/pages\/293894"}],"wp:attachment":[{"href":"https:\/\/www.jtl-software.com\/en\/wp-json\/wp\/v2\/media?parent=293855"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}