BigCommerce customer service number — practical guide for merchants

How BigCommerce handles support and why the phone number matters

BigCommerce (founded 2009, headquartered in Austin, Texas) uses a multi-channel support model centered on an authenticated support portal rather than a single universal public phone line. That design helps ensure support agents access your store context, billing status and security permissions before making changes. For merchants this means the “customer service number” you use will often depend on your plan (Standard, Plus, Pro, Enterprise) and the identity of the account owner or designated support contacts.

Understanding where phone support sits in BigCommerce’s stack is important: chat and tickets are the default entry points for most issues, while phone is provided either as a priority channel for high-tier accounts or as a callback/phone option for critical incidents. This approach reduces time wasted on identity checks and accelerates resolution once a support agent has store-level access.

Where to find the correct BigCommerce customer service number

BigCommerce publishes its support resources at https://support.bigcommerce.com and corporate information at https://www.bigcommerce.com. The canonical way to obtain the phone number that applies to your store is to sign into the BigCommerce Control Panel and open the “Help + support” widget. Phone options and any direct lines for your account are displayed only after authentication.

If you are an Enterprise or Priority support customer, your account manager or onboarding documentation will list a dedicated telephone number and escalation contacts. For most merchants, the correct, working phone contact is produced dynamically in your support ticket or chat — this prevents exposing one global number that cannot verify account ownership.

Steps to retrieve the phone number from your account

• Log in to your BigCommerce Control Panel (store URL: https://store-xxxxx.mybigcommerce.com or custom domain) as the Account Owner.
• Click Help → Contact Support (or use the ? help bubble) and open a new ticket. The “phone” option will appear if your plan includes it; for Enterprise customers your account manager’s direct number will be on the same screen or in onboarding emails.
• For emergency incidents (site down, payment gateway failure), set Severity = Critical in the ticket — this triggers priority routing and, where available, an immediate callback number.

Phone support availability, SLAs and practical expectations

Phone availability is plan-dependent. Public self-service pricing typically ranges from entry-level plans (historically around $29.95/month) up through Pro (historically around $299.95/month) with Enterprise on negotiated terms. Enterprise contracts almost always include a Service Level Agreement (SLA) with guaranteed phone access, response timelines, and named contacts. If you need a guaranteed SLA (e.g., 24/7 phone for P1 incidents), that will be negotiated into your Enterprise contract and listed with your account details.

For non-enterprise customers, expect the following practical behavior: chat and ticket responses within minutes to a few hours for urgent issues, and escalation to a phone callback when the agent determines a voice conversation will speed resolution. For performance-critical outages, clearly mark the ticket Critical and provide timestamps, store URL, and request an immediate callback.

What to prepare before calling or requesting a callback

• Store identifier: full store URL and Account ID (Account Owner can find this in Store Setup → Store Profile).
• Exact reproduction steps and timestamps: include browser, device, and whether the issue is storewide or account-specific. Add order numbers, transaction IDs, or API request IDs when relevant.
• Authentication details: confirm the caller is the Account Owner or an authorized support contact; have your SSO or 2FA available in case the agent needs you to confirm identity.
• Environment and change log: list recent app installs, theme edits, or code deployments (date/time) — many outages are caused by recent configuration changes.
• Business impact statement: daily revenue affected, number of customers impacted, and a requested target resolution time — this helps prioritize P1 vs P2 routing.

Escalation, billing, and Enterprise account management

Billing and account-management phone contacts are typically different from technical support lines. Billing queries (invoices, charge disputes) are routed through Billing in the Support Portal and via the account’s billing contact. For Enterprise customers there will also be a named Customer Success Manager (CSM) and often a direct mobile or desk number included in contract documentation.

If a standard support channel is not resolving your problem, escalate by requesting a manager in the support ticket, referencing your ticket number, and copying your account owner and CSM. For Enterprise clients, escalate per the contract: open a P1 incident, request immediate phone engagement, and use the escalation matrix in the SLA (names/numbers are contractual attachments). Keep a running timeline in the ticket to document your escalation steps and timestamps.

Emergency alternatives if you can’t find or access a number

If you cannot locate a phone number in your account, use these high-value alternatives: open an urgent ticket via support.bigcommerce.com, use the live chat in the Control Panel, check the BigCommerce status page at https://status.bigcommerce.com for platform-wide outages, and post a succinct summary to the BigCommerce community forums (search “BigCommerce Community” on the Help Center). Public social channels (for example, the company’s verified Twitter handle) are sometimes used to flag critical outages quickly, but never share private account credentials on social platforms.

Finally, document everything: ticket numbers, agent names, timestamps, and any steps taken. This evidence is essential when negotiating credits, refunds, or contract amendments with BigCommerce’s billing or enterprise teams. For persistent, unresolved incidents, request a formal post-incident review (root-cause analysis) — that is standard for enterprise SLAs and is available on request for significant outages.

How do I contact BigCommerce?

USA & Canada

1. Sales 1-888-248-9325 (toll free)
2. Mon to Fri from 8am to 6pm CST
3. Support 1-888-699-8911

Who are the largest customers of BigCommerce?

Companies using BigCommerce for eCommerce include: GE Appliances, a Haier company, a United States based Manufacturing organisation with 16000 employees and revenues of $20.00 billion, State of Wyoming, a United States based Government organisation with 9340 employees and revenues of $8.90 billion, Toyota Motor …

Where is BigCommerce located?

Austin
Our headquarters is set amongst trees and nature trails in the beautiful hills of Austin. We’re located only miles from the live music capital of Texas that is downtown and just a few minutes from the leisure and sporting fun of Lake Travis.

What is the best live chat for BigCommerce?

Now, let’s get comparing.

• Gorgias Chat. Gorgias Chat is a powerful chat for Shopify, BigCommerce, and Magento stores.
• Tawk.to. Tawk.to is a 100% free live chat tool for any website.
• JivoChat.
• LivePerson.
• LiveChat.
• Tidio Chat.
• Re:amaze Chat.
• Casengo.

Who is the CEO of BigCommerce?

Christopher Travis Hess (Oct 2, 2024–)BigCommerce / CEO
Travis Hess. Travis is the Chief Executive Officer of BigCommerce.

What are the hours for BigCommerce customer service?

Reach us all day, every day.
Our experts are ready to answer your questions and problem solve with you 24/7 and historically, we answer all calls well under two minutes, with over 85% of issues resolved on the first call.