BigCommerce experienced a critical incident on January 30, 2026 affecting Support Center, lasting 28m. The incident has been resolved; the full update timeline is below.
Affected components
Support Center
Update timeline
- investigating Jan 30, 2026, 03:59 AM UTC
Our phone and chat systems are currently experiencing technical issues preventing agents from answering contacts. We are working with our system providers, but in the interim please note our web case queue is available.
- monitoring Jan 30, 2026, 04:26 AM UTC
The issue with our support center has a fix implemented and we are currently monitoring the situation.
- resolved Jan 30, 2026, 04:27 AM UTC
The issue with our support center has been resolved.