The subscription fee for your BigCommerce store is drawn automatically on a monthly or yearly basis, depending on the type of plan you signed up for. If the payment fails for any reason; for instance, if you cancel your credit card, you can manually pay your invoice. Generated invoices are emailed to the email address listed in your Billing contact; see Account Dashboard for more information.
Merchants in India must pay their invoice manually. If your business is located in India, you will be sent an email reminder on your billing date with a link to complete your payment.
If your store is provisioned by our Powered By partner program, you will remit payment to the partner and not BigCommerce. You will not have an invoice section in the Account Dashboard and will not receive invoices from BigCommerce.
Did you know? Using PayPal to pay your BigCommerce subscription can help prevent interruption of service due to an expired credit or debit card.
Requirements
- Your PayPal account must have a credit card or bank account linked to pay invoices; the PayPal account balance cannot be used.
Paying an Invoice
For merchants on all store plans, PayPal is available as an alternative payment method, giving you the flexibility to maintain your store without associating a credit card number or bank account with your BigCommerce account.
The following card types are accepted as either credit or debit cards:
- Visa
- MasterCard
- American Express
- JCB
BigCommerce will never ask for your payment information. Our Support team cannot edit the payment method in your account. Use the steps below to enter your payment information and pay an invoice.
1. When signed into your store's control panel as the Store Owner, go to Account Settings › Account Overview. If you are unable to log into your control panel and your website is displaying a Store Unavailable message, your store may be down due to unpaid invoices. You can log in to the BigCommerce Account Dashboard directly to pay your invoice.
2. Select Account › Payment method from the dropdown.
3. Click Edit and select your payment method. Enter your payment details, then click Submit.
4. Click Pay Now to complete the payment.
Did you know? You can download and view your store's paid and unpaid invoices under Account › Invoices and Billing in the account dashboard.
Viewing and Printing Previous Invoices
1. From the Account Dashboard, go to Account › Invoices and Billing. If you are not already signed in to your Account Dashboard, log in to your store's control panel as the Store Owner first.
2. To download a PDF copy of an invoice to your computer, click Download.
Once it is downloaded, you can open your PDF file and print it for your records.
Archived Invoices
If you were migrated from our old billing system, you can still view and download those old invoices via Archived Invoices.
In your Account Dashboard, go to Account › Invoices and Billing, then click Archived Invoices.
Potential Errors
Billing Address Mismatch
If the billing address associated with your card does not match your BigCommerce account's address, the payment will fail. To update your account address, use the steps below.
In the BigCommerce Account Dashboard, go to Account › Account Details, then click Edit to the right of the contact listed as the billing contact.
MAX 7 Error
A MAX 7 error occurs when the geographic distance between your billing address and the location you are attempting to make a payment from is too great. For example, attempting to pay an invoice while vacationing in a different state or country would result in a MAX 7 error.
Our system uses your device's IP address to determine the zip code of your location when attempting to make a payment. To avoid this error, only attempt to process the payment while in the same zip code as your billing address.
Card Blocked for Too Many Failed Attempts
Multiple failed payment attempts will cause your card to be blocked at the gateway for 24 - 48 hours. If this occurs, you will not be able to use that card for payment until it has been unblocked.
Other Errors
If you have further issues with an error not listed or wish to pay an invoice for a closed account and are unable to log in, get in touch with our Account Services team between 7 am - 6 pm CST Monday - Friday. Use the phone support number listed under Contact for your country, and press 3 during the menu to get in touch with Account Services directly. Outside these hours, you can contact our support team or create a Billing Case.
FAQ
Can I remove the past-due payment notification from my control panel after I have paid the invoice?
No. The past-due notification is automatically removed from the control panel the day after your payment is received and verified.
I switched my store's billing cycle from monthly to paying annually. Why am I being billed if it hasn't been a year yet?
The annual billing cycle begins on the date of your store account creation rather than the plan change date. The first invoice covers the difference between the date of upgrade and the creation date. For example, if your account was created in January and the plan is changed in May, the first annual charge is prorated for May through January. In January, you will be charged for a full year.
You can view your previous invoices from the Account Dashboard by going to Account › Invoices and Billing.
Why am I seeing app purchases and subscriptions on my BigCommerce invoice?
BigCommerce partners participating in Unified Billing use BigCommerce Payment APIs to charge for app purchases and subscriptions.
This allows app purchases and subscriptions to be charged to the payment method on file in your Account Dashboard, using BigCommerce’s PCI compliant payment system.
While payments are processed using BigCommerce’s payment systems, you should still contact the app developer if you have any questions or need troubleshooting assistance. You can find their contact information by clicking Contact Partner on the app’s listing page in the App Marketplace.
