BigCommerce experienced a critical incident on September 16, 2026 affecting Client Portal and Support Center, lasting 6h 27m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 16, 2026, 09:15 AM UTC
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.
- investigating Sep 16, 2026, 10:28 AM UTC
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.
- identified Sep 16, 2026, 12:27 PM UTC
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.
- monitoring Sep 16, 2026, 02:17 PM UTC
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.
- resolved Sep 16, 2026, 03:42 PM UTC
This incident has been resolved.