Frequently Asked Questions

General

It's easy to import customers, products, images and variations into your BigCommerce store from a standard CSV file. Read our User Guides to do it yourself, or learn more about our data migration services and transfer apps that can move data for you.

The security and uptime of your store is our #1 priority. We protect your site and data with the same military-grade security and encryption that big banks use, and we have a 99.99% average uptime.

Absolutely. If you haven't purchased a domain name, you can buy one through us. If you already have a domain name, we'll help you set it up to use with your BigCommerce site.

All plans come with a free SSL certificate and site-wide HTTPs. For advanced SSL features, we do recommend purchasing a premium SSL certificate, (which you can do from us). You can also purchase and install a third party SSL if you are a Scale or Performance customer.

Due to regulatory compliance requirements, sales tax on your subscription and other services or products purchased from BigCommerce will be charged in accordance with state laws and regulations.

Yes, we offer a fully functional 15-day free trial, during which you can test drive BigCommerce and build your site. You don't need a credit card to sign up; there's no obligation and no risk. Try BigCommerce free.

We'll send you a reminder to upgrade your store at the end of your free trial. If you choose not to upgrade, we'll keep your data for a short amount of time — just choose a subscription plan to get your store up and running again. During this time, your customers won't be able to access your store, and you'll only be able to log in to choose a plan. After that, your store will be automatically deleted, and we'll no longer be able to restore it.

Plans

You can upgrade at any time by clicking the “Select a Plan” button at the top of your control panel. All of your data (products, orders, customers, etc.) will remain intact after you upgrade.

BigCommerce plans are based on your trailing twelve-month (TTM) GMV. Once your sales exceed $30K, you’ll be notified before anything changes and your plan upgrades from Core to Growth. For monthly plans, auto-upgrade at the start of your next service period, with advance notice before anything changes. For annual plans: it will be moved at the start of your next annual service period.



This gives you room to scale up to $100K in GMV, along with access to more advanced features to support your growth. For more information on GMV thresholds and auto-upgrades, click here.

When your TTM GMV exceeds $100K, you’ll be notified in advance before anything changes and your plan upgrades from Growth to Scale. For monthly plans, auto-upgrade at the start of your next service period, with advance notice before anything changes. For annual plans: it will be moved at the start of your next annual service period.



Scale includes a monthly GMV cap (currently $33,333/month), and instead of fixed blocks or step-function pricing, a continuous 0.9% overage rate applies only to revenue above that cap. This means no sudden jumps in cost, just predictable, incremental pricing as you grow. For more information on GMV thresholds and auto-upgrades, click here.

This is a sum of the sales volume you have processed over the last twelve months. If you have only been with BigCommerce for three months, it will be a sum of the last three months. After a year on BigCommerce, your most recent twelve months of sales counts toward your annual online sales volume. This practice eliminates seasonal spikes and helps make monthly plan costs predictable.



BigCommerce uses GMV, your gross order value after a 10% reduction, to evaluate plan thresholds. Learn more about BigCommerce pricing.

Eligible sales include product price (net of any discounts), as well as taxes and shipping. Social commerce transactions from Pinterest, Facebook, Twitter, and native marketplace integrations to ease management across channels (specifically, eBay, and Amazon) count as sales/orders.

Sales occurring in currencies other than the U.S. dollar will be converted into dollars using exchange rates effective at the time of the order.

Store owners will be able to easily see their trailing twelve months of sales and orders within the BigCommerce Control Panel. There is only one Store Owner per account. Simply navigate to "Billing" and then "Purchase History."

If you sustain a major change in annual sales volume, please call your BigCommerce billing team. 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” in the menu to get in touch with Account Services directly. Outside these hours, reach out to our support team or create a Billing Case.



Starting June 1, you can manage your plan directly from your account by going to Account > Upgrade Plan to see your current plan and available options.

Absolutely; any clients interested in advanced features, success management, or other specialty services can choose a higher plan regardless of annual order count. Starting June 1, you can manage your plan directly from your account by going to Account > Upgrade Plan to see your current plan and available options.

We put each store on a plan appropriate for its volume.

The Scale plan includes a monthly GMV cap (currently $33,333/month). If you exceed that, a 0.9% overage rate applies only to the revenue above the cap. There are no tier jumps or block charges — just a continuous rate that scales with your business, so your costs remain predictable as you grow.

Yes, when making a plan change from your account.

Support entitlements are applied at the account level across all stores. Plan-level benefits and fees are evaluated per store.

Store Setup

Yes, you can use a subdomain with your BigCommerce store. Here’s how to point a subdomain to your store address.

We do. You can purchase an SSL certificate by going to Settings > Server Settings > SSL Certificates in your store's control panel.

Businesses on a BigCommerce Scale or Performance plan can install an SSL certificate from a third party or purchase one directly from BigCommerce. Businesses on Core and Growth can buy and install a certificate from BigCommerce. Both options are available under Settings > Server Settings > SSL Certificates in the control panel.

BigCommerce seamlessly integrates with the best payment solutions on the market, including Adyen, Amazon Pay, Apple Pay, Barclaycard, Chase, Checkout.com, Cybersource, PayPal, and Stripe. For a complete list of supported payment providers see here.

It's up to you. A merchant account allows you to accept credit cards from your store and get paid directly into your checking account. If you don't have a merchant account, you can use one of our payment providers, including BigCommerce Payments, PayPal Braintree, and Square.

Simply navigate to "Settings" then "Payments" and switch PayPal powered by Braintree to "on." If you don't have a PayPal account, you can sign up directly from the Payment area. To be eligible, you must be a United States-based business.

BigCommerce integrates with hundreds of industry-leading applications, including affiliate tracking, dropshipping, omni-channel inventory management, product reviews, and analytics software. Check out all of our apps and integrations.

BigCommerce’s open and composable platform lets you connect to nearly any part of the platform, including Products, Customers, Orders, Payments, Shipping, and more. Check out our developer center to learn more.

Core and Growth plans have a limit of 20,000 API calls per hour, and the Scale plan features a generous call limit of 60,000 API calls per hour. Performance clients have API support. Further API documentation can be found in the BigCommerce Dev Center.

Customer Success Managers (CSMs) may be available to select premium Performance customers with contracted managed services. Eligibility is determined based on a variety of factors and is not solely tied to your plan or monthly spend.

CSMs serve as dedicated points of contact focused on helping businesses achieve their business goals with BigCommerce. They work closely with customers to identify opportunities, address challenges, provide strategic guidance, advocate for product needs, and help businesses get the most value from BigCommerce and select partner technologies.

If you’re interested in learning whether managed services and a dedicated CSM may be available for your business, please contact our sales team at 1-855-884-6731 to discuss your needs.

Express Routing is available as an add-on to Growth, Scale, and Performance, and included for premium Performance customers. Whenever you need technical support, your call will be prioritized first by our expert support team. To learn more about other exclusive services for Performance customers, call 1-888-248-9325 to speak to a BigCommerce team member.

Priority Support is only available as an add-on to Scale and Performance, and included for premium Performance customers. In the event an issue arises, you receive exclusive access to the most senior technical support members at BigCommerce and will jump to the front of the support queue. To learn more about other exclusive services for Performance customers, call 1-888-248-9325 to speak to a BigCommerce team member.

Accounts

Our Core and Growth plans don’t require a contract, and you can cancel at any time. If you do, we’ll stop billing you immediately. Scale plans don’t require a contract either unless you’ve negotiated a special rate. Contracts are available for BigCommerce’s Performance plan to ensure we’re meeting the level of service that your business needs.

We don't offer refunds, but we do offer a fully-functional 15-day free trial, which you can use to see if BigCommerce is right for you. Try BigCommerce free.

Phone Support

Phone support is included on Growth, Scale, and Performance plans. Core plan customers will need to add it separately. Chat and email support remain available on all plans.

A phone support add-on for Core customers is coming. Pricing and timing will be shared separately. In the meantime, businesses that need phone support can access it through the Growth plan. This starts at $105/month, or $79/month when billed annually.

Our support team is here to guide you every step of the way.

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