Creating and Viewing Support Cases

Creating a case is a convenient way to get help or report an issue with your BigCommerce store. It's the ideal support channel for issues that are not time-critical, or issues that require a lot of detailed information to be passed to and from our Support team.

You can access your support cases and view open issues from the Help Center. Create new cases by using the Email Support button on the Contact page or from within the store control panel.

In order to create a product support case, you will need:

• a Community account
• the store URL (if additional verification is needed)
• the support PIN (if additional verification is needed)

If you'd like to create a billing support case, you will need:

• the store URL
• the support PIN
• a Community account (optional for creating billing cases, but required for viewing and responding)

If you are having issues logging into your Community account from the Help Center, we recommend creating a case from the control panel, under the Help menu.

The cases and open issues you can view depend on your user role:

• The primary contact on the account can view all cases and associated issues on the account.
• Store Owners can view all cases and open issues associated with the store.
  • They also will receive case notifications for all cases they’ve created (including billing and support cases) or when they've been added as an additional contact on the case.
• All other users can see only the cases created by themselves, as well as any open issues linked to those cases.
  • These users will receive notifications for self-created cases or cases where they've been added as an additional case contact.

To create a support case, go to the Help Center and select Email Support from the Contact menu.

Select whether you would like to create a Billing Support or Product Support case.

If you are creating a product support case, select the store from the dropdown.

When creating a billing case, enter your store's URL and Support PIN, then click Continue.

Enter a Subject to briefly describe the issue. This helps our team 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 help our team best resolve the issue, include examples, steps to reproduce, screenshots, articles you've consulted, and troubleshooting measures you've already tried. Providing as much detail as possible will help 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. Your available issue options will differ, depending on whether you're creating a product or billing support case. You can also add an Attachment (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. While you can't change the email address, you can update the default contact name.

There is an optional section to add an additional contact. If entered, the additional contact will be viewable in the Case Details, and they will be automatically notified and included on all case replies.

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.

Sometimes it can be beneficial to consult with a knowledgeable expert to give guidance on how to strategically integrate BigCommerce into your store’s architectural design. Our Solution Architects will examine your business requirements and work with you to map the right resources to the right systems, apps, and services, so your store operates smoothly at all times. You can request this service from the Help Center.

Once logged in to your Community account, click on the user menu and select My Cases.

Click Solution Architect Request. If the button is greyed out, notify your Customer Success Manager or Implementation Project Manager, or reach out to the support team for assistance.

Fill out all of the form fields to the best of your ability. You will be asked to provide:

• Email — prefilled with your Community account's email address
• Merchant Name — prefilled with your Community account's name fields
• Project — provide a name for your potential project. This will show as the subject of the resulting case. It can be an existing internal project name, the business name of a client, etc.
• Control Panel Store URL — your store's store-xxxxxx.mybigcommerce.com address, displayed in the control panel
• Category — select the general area of support that your request falls under from the drop-down menu
• Description — provide a brief reason for the request
• Supporting Files — Attach any files you want to include with the request form (this field is optional)
• Contacts — Add any email contacts that you'd like to include in the request

After reviewing the terms and conditions, enable the checkbox to indicate your agreement, then click Submit.

You will be redirected to your newly-created case, where you can view the status and details of your request. Note that the case fields will be different from technical support cases.

You can view the details of your active and closed cases from the Help Center. Click on the user menu and select My Cases to view all current open and closed cases.

Click the Case Number to view the details of a particular case. 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 a file with your response, click Add Attachment and select the file from your computer. Click Share when finished.

The full comment history can be found at the bottom of the page, and can be sorted to show the most recent activity at the top or bottom of the feed. You can search and review case comments and view any support articles attached to the case by a technical support representative. If you have added any file attachments, these will be displayed here as well.

If you are viewing an open case and would like to close it, click Close Case. Keep in mind that you are only able to comment on active cases.

If your support case is associated with a known issue being tracked by our engineering team, you can learn more about the issue from your Help Center account. To view the list of issues linked to your cases, select My Cases from the user menu and click on the Open Issues tab.

Each issue in the list includes its ID, summary, current status, and the support case it is associated with. You can sort issues by clicking the column headers in the list, or locate a specific issue with the search bar.

Click an issue in the list to view its detailed description. From here, you can also get notified of status updates by checking the box next to Receive email notifications.

Can I see all of my cases in the Help Center?

You will see support, billing, and partner cases under My Cases. Other case types, such as migration cases, cannot be viewed here.

When creating a case, I'm seeing an error, "user associated with a partner account".

If an email address is associated with a partner account, regardless of it being a user on a store, you will need to log in via the Partner Portal and submit a case from there. See Partners | Creating and Viewing Support Cases for more information.