Logging in to the BigCommerce Community

Logging In as a Customer

1. Go to forum.bigcommerce.com.

2. Click Log In at the top right of the screen.

3. Sign in, or create an account.

  • If you have previously registered to view a support case, you can use those same credentials to log in to the Community. Enter your email address and password, then click Sign In.

    Animation showing logging into the community with an existing account

  • If you have not previously registered to view a support case:
    1. Click Create an Account. Enter your store URL and Support PIN, then click Next.
    2. Your username will be the email address associated with the store’s billing account and cannot be changed (you can change your preferred community contact email address later). Create a new password that meets the Password Requirements, type it again to confirm, then click Create Account.

      Create Your Account, then Set Your Password

Logging In as a Partner

Visit the Getting Started page on your partner portal, scroll down to the Need Help? section and click Join the Community.

Click the "Join the Community" link in the Partner Portal.

Resetting Your Password

1. Go to forum.bigcommerce.com.

2. Click Log In at the top right of the screen.

3. Click Forgot your password?

4. Enter your Community username and click Continue. Remember, your Community username is the email address associated with the store's billing account, and may not be the same as your actual Community profile email address. The password reset email will be delivered to the address specified in your username.

Use the email address in your Username

5. After a few moments, you will receive an email with a link to reset your password. Click that link to reset your password and login to the Community.

If you don’t see the email in your inbox, be sure to check your Spam or Junk folders.

Troubleshooting

If you receive this error when trying to create an account, it’s likely you already have a Community account created for the store URL / support PIN combination you provided. Try resetting your password using the email address of the billing account associated with the store.

You may need to reset your password before you’re able to access the new community. Try resetting your password using the email address of the billing account associated with the store.

You may need to clear your browser's cache before you're able to reset your password. For Google Chrome, make sure to check the box by 'Cookies and other site and plugin data' and set the time frame from the drop down to 'the beginning of time'. 

 

If you are using Google Chrome and refreshing your cache did not work, try deleting the cookie session id:

1. Go to forum.bigcommerce.com then right click in your browser screen and click Inspect or press F12 on your keyboard. You should see a side window appear on the right side like the screen shot below.

User-added image

2. Along the top menu of Inspect click on Resources. If you don't see Resources in the top menu, click the double right arrow ›› on the Top Menu to find it or expand the Inspect window. 

3. In the left menu click Cookies and find forum.bigcommerce.com. Click on this cookie.

4.The right frame should show three columns. In the column called Name find sid. Right click on sid and select Delete from the menu. 

5. Click the 'X' in the upper right of Inspect or press F12 again to dismiss Inspect. 

6. Try resetting your password again. 

Check your email account's Spam or Junk folders for a message with the subject "Resetting your Support Community password".

Updating your Email Address in your Community settings does not change your Community Username. Your Community username will continue to be the email address that was originally associated with your account. When resetting your password, use your Community username (original email address), not your updated email address. The password reset email will be delivered to the address specified in your username.

Username highlighted in My Settings

Enter your username to reset your password

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