Contact Center System Outage

Summary

Contact Center System Outage

This incident has been resolved.

• Started

  Sep 16, 2026 · 4:15 AM

• Resolved

  Sep 16, 2026 · 10:42 AM

• Duration

  6h 27m

• Severity

  Critical

• ◐

  Investigating

  Sep 16 · 4:15 AM BigCommerce

  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 · 5:28 AM BigCommerce

  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 · 7:27 AM BigCommerce

  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 · 9:17 AM BigCommerce

  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 · 10:42 AM BigCommerce

  This incident has been resolved.