Critical incident

BigCommerce: Contact Center System Outage

Affected: Client Portal, Support Center

Current status of BigCommerce: Operational — live BigCommerce status

Timeline

1. Sep 16, 2026, 09:15 UTC
   investigating
   Our contact center is experiencing technical difficulties due to issues with our service provider. Phone, Chat, and Web cases are temporarily unavailable. We will resume operations as soon as possible.
2. Sep 16, 2026, 10:28 UTC
   investigating
   Our contact center continues to experience technical difficulties. Our service provider is working on a fix to resolve this issue and restore services. You may experience delays or intermittent errors when contacting us via Phone, Chat, or Web. If your issue is not urgent, we encourage you to submit a web case at support.bigcommerce.com and we will respond as soon as possible.
3. Sep 16, 2026, 12:27 UTC
   identified
   The fix being rolled out by our service provider is progressing region by region. Customers may experience delays or intermittent errors when contacting us via Phone, Chat, or Web. If your issue is not urgent, we continue to encourage you to submit a web case at support.bigcommerce.com and we will respond as soon as possible. Thank you for your patience.
4. Sep 16, 2026, 14:17 UTC
   monitoring
   Our third party service provider has indicated the incident is resolved. While the Support Center appears operational, we will continue to monitor. Users should be able to contact our Support team through Phone, Chat, or Web.
5. Sep 16, 2026, 15:42 UTC
   resolved
   This incident has been resolved.

Updates as published by BigCommerce (original).