BigCommerce Status

Increased wait times for support

Update - Inclement weather and subsequent power outages continue to impact our support team's availability. We are doing everything possible while keeping the safety of our team the priority. Given the limited availability, we ask that you leverage our Community or create support cases (both available at support.bigcommerce.com) for non-critical issues, and allow merchants with the most urgent issues to utilize our live phone and chat channels. We greatly appreciate your continued patience.
Feb 03, 2023 - 09:25 CST

Identified - Many of our support agents are currently experiencing power outages due to inclement weather, causing longer than normal wait times. We appreciate your patience as we ensure the safety and well being of our team. 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.
Feb 01, 2023 - 10:35 CST

About This Site

Store reliability is important to us at BigCommerce. We monitor the health of our product both internally and through 3rd-party services. If there is a disruption in service to your store or any of the BigCommerce-operated services, our engineers will update the notes here.

API & Webhooks Operational

Checkout & Payment Processing Operational

Control Panel Operational

Email Operational

Reporting & Analytics Operational

Storefront Operational

Client Services Major Outage

Client Portal Operational

Support Center Major Outage

BundleB2B Operational

B2B Edition Operational

3rd Party Services Operational

Avalara Operational

Braintree Operational

Braintree PayPal Processing Operational

Stripe Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

System Metrics Month Week Day

Storefront Response Time

Fetching

Control Panel Response Time

Fetching

API Response Time

Fetching

Past Incidents

Feb 4, 2023

No incidents reported today.

Feb 3, 2023

Unresolved incident: Increased wait times for support.

Feb 2, 2023

Support chat and case interruption

Resolved - Our third party customer relationship software continues to be fully operational.
Feb 2, 06:32 CST

Monitoring - The issue with the third party customer relationship management software appears to be resolved. Support agents are now able to take chats and answer cases, and the Support Center is back online. We will continue to monitor the issue to ensure stability.
Feb 2, 05:42 CST

Identified - Our customer relationship management software is not currently operable. This is preventing support agents from receiving chats or web cases. This is also affecting access to our Support Center. While we have phone support available, hold times may be longer than usual. Thank you for your understanding.
Feb 2, 04:22 CST

Feb 1, 2023

Jan 31, 2023

No incidents reported.

Jan 30, 2023

No incidents reported.

Jan 29, 2023

No incidents reported.

Jan 28, 2023

No incidents reported.

Jan 27, 2023

No incidents reported.

Jan 26, 2023

Shipping Zone Changes

Resolved - The issue has been resolved.
Jan 26, 17:44 CST

Identified - BigCommerce engineers have identified the issue and are working to resolve the root cause.
Jan 26, 17:41 CST

Update - While BigCommerce engineers investigate the issue, refreshing the page should solve the issue for most users.
Jan 26, 17:23 CST

Investigating - BigCommerce engineers are investigating an issue preventing some merchants from being able to edit shipping zone details.
Jan 26, 17:22 CST

Jan 25, 2023

Catalog Import/Export Errors

Resolved - This incident has been resolved. Functionality to export products has been restored.
Jan 25, 18:43 CST

Monitoring - A fix has been implemented and we are monitoring the results.
Jan 25, 15:50 CST

Identified - The issue has been identified and a fix is being implemented.
Jan 25, 13:47 CST

Investigating - BigCommerce engineers are currently investigating an issue preventing a subset of merchants from importing and exporting products from their catalogs.
Jan 25, 13:07 CST

Jan 24, 2023

No incidents reported.

Jan 23, 2023

Inventory Issues

Resolved - Beginning 19:45 UTC BigCommerce engineers received alerts to issues adding products to cart and manipulating inventory in the control panel on a subset of stores. Action was taken and the behavior ceased at 20:45 UTC. All systems are operational at this time.
Jan 23, 13:30 CST

Jan 22, 2023

No incidents reported.

Jan 21, 2023

No incidents reported.