Home Support
📞

Support

By Bruno FACHE
• 5 articles

How to Submit a Support Ticket

If you’re experiencing an issue with a Blackbird Extension or have a question, you can easily reach our support team by submitting a ticket through the Chat widget on our website. Follow the steps below to submit your request: 📍 Where to Submit a Ticket You can submit your ticket directly from our official store site: 👉 https://store.bird.eu 🗂️ How to Submit a Ticket 1. Visit the Store Website Go to https://store.bird.eu in your browser. 2. Open the Chat Widget In the bottom-right corner of the screen, you’ll see a chat bubble icon. Click it to open the Cha widget. 3. Start a New Conversation - If this is your first time contacting us, you’ll be prompted to enter your email address. - If you’ve contacted us before, just continue in the chat window. 4. Describe Your Issue Clearly explain: - The extension name and version. - Your Magento version. - Steps to reproduce the issue (if any). - Any error messages or screenshots. 5. Submit Your Message Once you’ve entered the details, press Enter or click Send. Our support team will receive your message and follow up as soon as possible. 🕒 Response Times Our team typically responds within 1–2 business days, depending on ticket volume. You’ll receive replies via email and inside the Chat widget if you're still on the site. 📎 Tips for Faster Support - Be as specific as possible. - Include screenshots, logs, or URLs if applicable. - Let us know if it's urgent or blocking production. If you'd prefer to email us directly, you can also reach our support team at: [email protected]

Last updated on Jul 02, 2025

How to Write a Good Bug Report

Providing a clear and complete bug report helps us resolve your issue faster and more effectively. Below is a checklist of what to include when reporting a bug related to a Blackbird Extension. ✅ What to Include in Your Bug Report 1. Extension Information - Extension name (e.g., Cron Scheduler, Advanced Smtp, etc.) - Extension version (You can find this in the composer.json file or under Stores > Configuration > Blackbird in Magento Admin.) 2. Magento Environment - Magento version (e.g., 2.4.7-p2) - PHP version - Hosting environment (e.g., local dev, production server, cloud hosting) 3. Steps to Reproduce Clearly describe how we can reproduce the issue: 1. Go to... 2. Click on... 3. Expecting... 4. Instead I see... 4. Expected vs Actual Behavior Explain what you expected to happen and what actually happened: - Expected: “The cron job should appear in the job grid.” - Actual: “The cron job is missing, and the log shows an error.” 5. Error Messages or Logs Include any relevant error messages or logs: - System log (var/log/system.log) - Exception log (var/log/exception.log) - Browser console errors - PHP or NGINX/Apache errors if applicable 6. Screenshots or Screen Recordings (if possible) Visuals help us understand the issue faster. You can upload: - A screenshot of the error or unexpected behavior - A short screen recording of the steps to reproduce the bug 7. Other Relevant Info - Any recent changes to your Magento environment - Whether other extensions may be involved - Whether you’ve tried basic troubleshooting (e.g., cache flush, reindex, deploy) 🧪 Bonus: Reproducible Example If possible, try to reproduce the issue on a clean Magento installation or staging site. Let us know the result—this helps us rule out conflicts with other custom code or extensions. 📨 Where to Send It You can submit your bug report: - Via the chat widget at https://store.bird.eu - Or by email: [email protected] A clear bug report helps us help you faster 🚀. Thanks for working with us to improve Blackbird Extensions!

Last updated on Jul 01, 2025

Support Time & Additional Support

Standard Support Period When you purchase a Blackbird extension, you receive access to our technical support services for a standard period of 60 days from the date of purchase. This support period is included with your license and provides: 1. Installation Assistance: Help with installing and configuring your extension 2. Troubleshooting: Support for resolving issues and bugs 3. Usage Guidance: Help with understanding how to use the extension's features 📞 Support Channels During your active support period, you can access support through: - Email Support: Contact our support team at [email protected] - Chat Widget: Submit tickets through the chat widget on the website - Documentation: Access to comprehensive documentation and guides - Knowledge Base: Articles and FAQs addressing common questions and issues Support Limitations Our standard support covers: - Issues directly related to the extension's functionality - Compatibility with supported platforms and versions - Basic customization guidance Support does not include: - Custom development or extensive customization - Issues caused by third-party extensions or modifications - Server or hosting environment issues not directly related to our extension - Training beyond basic usage guidance Additional Support Period Extensions What is an Additional Support Period? If your standard support period has expired but you still need technical assistance, you can purchase an Additional Support Period Extension. This extends your access to our support services without requiring a full license renewal. Benefits of Additional Support Period - Continued Access to Support: Maintain access to our technical support team - Cost-Effective: Less expensive than renewing your full license if you only need support - Flexible Duration: Available in various time increments to suit your needs - Same Level of Service: Receive the same quality support as during your standard period How to Purchase Additional Support To purchase an Additional Support Period Extension: 1. Visit our Additional Support page 2. Choose your desired support period duration 3. Complete the checkout process Pricing Additional Support Period Extensions are priced based on: - The duration of the support extension (1, 3, 6 or 12 months) For current pricing, please visit our Additional Support page. When to Consider Additional Support Choose Additional Support When: - Your license support period has expired but you need temporary support - You have a specific issue that needs resolution - You're planning to migrate away from the extension but need assistance in the interim Support Expiration When your support period expires (either standard or additional): - Existing open tickets will still be addressed - You can still access documentation and knowledge base articles - You can purchase an Additional Support Period or renew your license to regain support access ❓ Questions About Support If you have questions about our support policies or need assistance with purchasing additional support, feel free to contact our team.

Last updated on Jul 01, 2025

How to fully reinstall ACM

The steps to fully reinstall the ACM extension by deleting tables & records from previous installation. 1. Make an export of all your content types: - Go to the content type you want to export, then click on "Manage Fields", then click on the export button. (If you do not click on Manage Fields, you risk to not get all the data in the export, it is a known issue that we are having troubles to resolve). - Export also the contents by going on the content tab (like location) then click on "Export All Button". 2. Save of your database : mysqldump "magento_databse_name" > filename.sql 3. Delete all the data from database : In MySQL: drop table if exists blackbird_contenttype_eav_attribute; drop table if exists blackbird_contenttype_eav_attribute_website; drop table if exists blackbird_contenttype_entity_datetime; drop table if exists blackbird_contenttype_entity_decimal; drop table if exists blackbird_contenttype_entity_int; drop table if exists blackbird_contenttype_entity_store; drop table if exists blackbird_contenttype_entity_text; drop table if exists blackbird_contenttype_entity_varchar; drop table if exists blackbird_contenttype_entity; drop table if exists blackbird_contenttype_flag; drop table if exists blackbird_contenttype_layout_block; drop table if exists blackbird_contenttype_layout_field; drop table if exists blackbird_contenttype_layout_group; drop table if exists blackbird_contenttype_list_layout_block; drop table if exists blackbird_contenttype_list_layout_field; drop table if exists blackbird_contenttype_list_layout_group; drop table if exists blackbird_contenttype_list_store; drop table if exists blackbird_contenttype_list; drop table if exists blackbird_contenttype_option_title; drop table if exists blackbird_contenttype_option_type_title; drop table if exists blackbird_contenttype_option_type_value; drop table if exists blackbird_contenttype_option; drop table if exists blackbird_contenttype_fieldset; drop table if exists blackbird_contenttype; DELETE FROM url_rewrite WHERE entity_type IN ('contenttype_content', 'contenttype_contentlist'); DELETE FROM eav_attribute WHERE backend_model LIKE 'Blackbird_ContentManager%' DELETE FROM eav_entity_type WHERE entity_model LIKE 'Blackbird_ContentManager%' DELETE FROM setup_module WHERE module = 'Blackbird_ContentManager'; DELETE FROM setup_module WHERE module = 'Blackbird_ContentManagerSample'; DELETE FROM patch_list WHERE patch_name LIKE "Blackbird\\ContentManager\\%"; 4. Reinstall the extension : Reinstall it the way you want it (Composer, or by putting the ACM folder at app/code/Blackbird in your project). Then you will need to upgrade your Magento via this command Bash : php bin/magento setup:upgrade 5. Reimport the data : - Reimport the content types, in the back-office, go in "content/ content type" then click "import Content types". - Reimport the contents. Go in "content/contents/" then click "import Contents ”. Repeat the operation for all your content types.

Last updated on Jul 23, 2025