PrestaShop integration possible issues

As you can face some problems or errors while setting up the PrestaShop integration, we've listed the most common issues for you:

Clicking on order ID leads to a non-existing page

This issue is caused by an empty or incorrect "Custom admin" name in the PrestaShop configuration. To be able to open order details in a new browser tab directly from LiveAgent, the name inserted in the "Custom admin" field has to be exactly the same as the name of the admin folder in your PrestaShop installation files.

Error "This call to PrestaShop Web Services failed and returned an HTTP status of 401. That means: Unauthorized."

This error indicates an issue with the incorrect webservice key or its missing permissions. Navigate in your PrestaShop admin panel to Advanced Parameters > Webservice and review the key created for LiveAgent integration according to our guide.

Error "Failed to connect plugin. Reason: This call to PrestaShop Web Services returned an unexpected HTTP status of 403."

This error is displayed when your PrestaShop website is hidden behind Cloudflare. Try to whitelist LiveAgent IP addresses in your Cloudflare dashboard. The list of our IP addresses valid for your account can be found in this article. If whitelisting our IP addresses won' help, please contact Cloudflare support to investigate their logs.

If your PrestaShop website is not hidden behind Cloudflare, please contact us via our live chat button "Online help" in the bottom right corner, or by sending an email to