Get Help With Your BigCommerce Site
Submit A Ticket Through The Client Portal
We process all support requests, both routine and emergency, through our client portal. If you don’t have access to the portal, email firstname.lastname@example.org to request access. Otherwise, please log in here.
Making A Request
Once you’re logged in, make a request:
Within the form, you can select from the following types of support requests:
- General Question
- Development Inquiry
- WordPress Hosting and DNS Records
- Billing Inquiry
- BigCommerce Marketplace Apps
- One Page Checkout Inquiry
- *EMERGENCY SUPPORT*
IMPORTANT: Emergency support requests are reserved for situations where your company’s BigCommerce site cannot conduct business solely due to a malfunction by an IntuitSolutions back-end application/customization, or, if your WordPress site is down for any reason (you will be reminded of these criteria on the Client Portal login page). Please note: THIS DOES NOT INCLUDE STYLING OR TEMPLATE ISSUES. We are not able to work directly on your site outside of normal business hours.
If you are sure your request is an emergency, select *EMERGENCY SUPPORT* from the dropdown, regardless of topic.
If you do not select *EMERGENCY SUPPORT*, your request will not reach the emergency response team and will not be addressed until the resumption of normal business hours.
After hours and on weekends, the estimated response time for an Emergency support request is approximately 1-2 hours. Please refrain from submitting additional requests once the initial request is submitted, as this will create confusion in our ticketing system and may lead to delays. Instead, append any details to this Issue by navigating to the Issues page of your Client Portal and Creating a Note on your ticket.
Note: If you don’t see your Issue listed, please wait a few minutes and check again (your Emergency Request should automatically convert to an Issue upon submission, but the system may take a few minutes to complete the conversion).
Video Instructions For Opening Support Ticket
Working With Us
Ready to get started? Reach out to us to open a work order or get a free consultation on how you can optimize your site.
Once you reach out to us, one of our BigCommerce experts will get back to you within 24 hours to learn about your business and consult with you on the best solution for your needs.