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Creating and Viewing Support Cases

Creating a case is a convenient way to get help or report an issue with your BigCommerce store. There is no need to wait for a phone representative and you can easily check the status of the case. Cases are viewed from the Log in link and new cases are created from the Create a Case button on the Support Contact page. Only the user tied to the primary contact on the case will be able to view support cases.

 
 

Registering 

If you haven't registered an account yet, you will be asked for your store URL and support PIN. On the next page, your primary email account will be displayed and you'll be asked to enter and confirm a new password. This password does not need to match any of your existing passwords for BigCommerce.

Password requirements:

  • must be at least 8 characters long
  • include a mix of alpha and numeric characters
  • cannot include the word password
 

Forgot your password? Click Forgot your password? below the sign in area. If the email listed is not your preferred primary email, create a new case with your preferred email address.

 
 

Logging In

To access your case list and view your cases, to the right of the BigCommerce Support Contact page, click Log in under Case Status.
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Viewing your Case List

Once logged in, you will be able to toggle between viewing your open cases (under My Open Cases) and closed cases (My Closed Cases).

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Viewing your Case

Click the case number to view details of a particular case.

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Your case details will be at the top of the page.

Fill out the comment box to reply to a case. If you need to include an attachment, click Add Attachment and select the file from your computer. Click Submit when finished. Please note that you are only able to comment on active cases. To re-open a closed case, please reply to the original email.

The full comment history can be found at the bottom of the page.

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Creating a New Case

To create a support case, go to the BigCommerce Support Contact page. There is an option to search the knowledge base. Enter a question or topic you need help with then click Continue.

Enter a topic of question you need help with then click Continue

We'll present related articles and resources that may be able to help. If the suggested resources don't resolve your issue, click Continue to Contact.

Continue to contact button highlighted under suggested articles

You'll need your store's URL and support PIN.

Click Create a Case.

Enter a Subject to briefly describe the issue. It's helpful to our team to be able to see at a glance where the issue is happening or what it is affecting. 

In the Description box, enter the details about the specifics of the issue. To best help our team resolve the issue,  include examples, steps to reproduce, screenshots, articles you've tried looking at, and troubleshooting measures you've already tried. The more detail you can provide will get the issue resolved faster. 

Below the description box, you can select the Issue type selector to specify the area of the store experiencing the issue. Optionally, you can choose a file (like a screenshot or CSV import file) from your computer to include with your case.

Finally, include your Contact information. We'll use it to relay any updates or follow-up questions about your case.

Create a case form showing necessary fields

After you've completed all fields, click Create Case.

Once your case is created, you'll be forwarded to a confirmation screen showing your newly created case number and your contact email address. You can reference this case number when following up on an open case.

You'll also receive an email from BigCommerce Support letting you know we've opened a new support case for you.

A confirmation message will appear with your newly created case number and contact email address

 
 

FAQ

Where are my billing cases?

This area only displays your technical support cases. Billing, migrations and other case types are conducted through email only.

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