Outage in BigCommerce
Contact Center System Outage
Resolved MajorIncident Report
Summary AI Generated
BigCommerce's contact center experienced a 6.5-hour outage caused by a third-party service provider failure, rendering Phone, Chat, and Web case support unavailable. The BigCommerce Account Dashboard and Support Call Center were both affected, with customers facing complete loss of support access followed by intermittent errors as a regional fix was progressively rolled out. The incident was fully resolved once the service provider restored operations across all regions.
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.
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Latest Updates ( sorted recent to last )
RESOLVED
3 days ago - at 09/16/2026 03:42PM
This incident has been resolved.
MONITORING
3 days ago - at 09/16/2026 02:17PM
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.
IDENTIFIED
3 days ago - at 09/16/2026 12:27PM
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.
INVESTIGATING
3 days ago - at 09/16/2026 10:28AM
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.
INVESTIGATING
3 days ago - at 09/16/2026 09:15AM
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.
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