Report error

Support with JTL

Help, my warehouse has stopped! Troubleshooting with JTL

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!

Create support ticket

Would you like to report an error and are you eligible for support? Here's how!

Login JTL-Kundencenter - Schritt 1 — 1. Log in to the JTL customer center

Dashboard JTL-Kundencenter - Schritt 2 — 2. Select the Support area

Support JTL-Kundencenter - Schritt 3 — 3. Select support ticket

Support Ticket erstellen JTL-Kundencenter - Schritt 4 — 4. Create a support ticket

View status messages

On our status pages we inform you about current malfunctions and maintenance of our services.

JTL-Shipping (DE) JTL hosting

Support tools

These tools support you in handling support cases with JTL.

TeamViewer - Remote Maintenance Software

What is TeamViewer?

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.

What does JTL use the software for?

This allows the support employee to solve support cases or install our products very quickly. You can watch the whole time – nothing happens without your knowledge.

What do I have to do?

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.

Download Teamviewer

OneTimeLink - Software for secure data transfer

What is JTL-OneTimeLink for?

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.

What is OTL?

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.

File size limit
Very large data packages (> 5 GB) cannot currently be transferred via OTL. Please test the general functioning with a small file first before uploading very large files.

Use OneTimeLink

Your support options

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 & Sales) as well as the four WMS editions (Warehouse Management) are each assigned specific support levels.

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.

To the editions of JTL

Who is entitled to support?

Moderated forum – Community support free of charge for all customers from Edition Start

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.

Tickets in the JTL-Customer Centre – Bronze Support for customers with booked Edition Advanced

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.

Faster handling time – Silver Support for customers with a Pro edition booked

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.

Help by phone – from Gold Support for customers with a booked Edition Enterprise

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 service partner, you can also have your partner submit support requests to JTL. For service partners, we provide a separate hotline for support requests.

Support level of the fee-based editions

Email support

Support level Bronze & Silver

Tickets in the JTL-Customer Centre

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.

Preferred ticket processing

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 – e.g. shortened response times to your support emails from 3 working days to 1 working day.

Choose edition now

Telephone support

Gold support level

Callback service

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.

Security during / after system change

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 migration service, which can be booked for all customers.

Request Edition Enterprise

Questions about operation

Would you like help installing or setting up our products? Or do you have specific questions about operation? The following options are available:

Services from JTL

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.

All services at a glance

Services from partners

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.

To the service partner search

Help in Forum & Guide

If you don’t want to spend any money, you will find detailed documentation on all products in the JTL-Guide. 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.

To the JTL forum