Is BigCommerce Down? What to Do Next?

This straightforward guide is designed to help you quickly determine whether BigCommerce is experiencing downtime and what actions you can take next. 

Why is BigCommerce Down?

BigCommerce boasts an impressive 99.9% uptime, meaning disruptions are few and far between. But when a major e-commerce platform like BigCommerce experiences downtime, there are several common reasons it might happen:

• Scheduled Maintenance: Sometimes, to keep everything running smoothly, updates or maintenance are scheduled. While these are usually done during off-peak hours to minimize impact, they can occasionally cause unexpected downtime or accessibility issues.
• Technical Glitches: Like any complex digital platform, unexpected bugs or issues in the system’s code can cause temporary disruptions.
• Server Overload: If too many people try to access the platform at once, or there’s a sudden spike in activity, it can overwhelm the servers, leading to slowdowns or crashes.
• Cyber Attacks: Unfortunately, no online platform is immune to the risk of cyber threats, such as DDoS attacks, which can temporarily shut down services.
• Third-party Service Failures: BigCommerce, like many platforms, relies on a variety of third-party services for hosting, payment processing, etc. If one of these services has an outage, it can affect BigCommerce’s operation.

Sometimes BigCommerce is down but it’s not on their side—it might be  yours, like SSL certificate issues. BigCommerce provides a free SSL certificate, but if you’re encountering issues, it may need an update.

What Should You Do When BigCommerce Is Down?

Verify the Issue

• Check BigCommerce Status Page: Start with BigCommerce’s Status Page. This page provides real-time information about the status of BigCommerce services, including any ongoing issues, maintenance, or outages.
• Use Third-party Tools: Use third-party websites like Downdetector to check if other users are reporting similar issues with BigCommerce. This can help confirm if it’s a widespread problem.

Test Your SSL Certificate

To verify the status of your SSL certificate, visit this site. Enter your site’s URL, complete the captcha, and run the test. If your certificate is the problem, your site might pass some checks but not others, clearly indicating an SSL issue.

If you find your SSL certificate needs updating, contact BigCommerce to reapply it. Remember, certificates expire annually, so this is a routine check you should not overlook.

Stay Updated

• Follow BigCommerce on Twitter: BigCommerce’s Twitter account is a good source for updates and announcements. They often post about service status and resolutions.
• Subscribe to Status Updates: On the BigCommerce status page, there’s usually an option to subscribe to updates via email or SMS, ensuring you receive immediate notifications about changes.

Communicate with Customers

• Update Your Business’s Social Media Pages: Use your business’s social media channels to inform your customers about the downtime and any updates. This helps manage expectations and maintain trust.
• Consider Email Notifications: If applicable, send out an email to your customer list explaining the situation and any expected resolutions or workarounds.

Prepare Your Store

• Plan for Store Reopening: Think about any special communications, promotions, or updates you’ll need to make when your store is back online.
• Review Orders and Inventory: Once services are restored, make sure to review any pending transactions, update inventory as necessary, and check that all store functions are back to normal.

Utilize Alternative Channels

• Diversify Your Sales Channels: If you have other sales channels available, such as a physical store, Amazon, eBay, or even social media platforms, consider shifting your focus temporarily.
• Update Inventory and Orders Manually: If feasible, update inventory levels and process orders through alternative means to keep your business running.

Seek Support

• BigCommerce Support: For direct assistance, reach out to BigCommerce Support. They can offer more detailed information on the outage and guidance.
• BigCommerce Community: The BigCommerce Community Forums are a great place to seek advice from other merchants who might be experiencing the same issues or have tips on handling downtime.

In an emergency, such as if BigCommerce seems to be down, there are several ways to get in touch with support, like live chat or phone call. 

Plan for the Future

• Analyze Downtime Impact: Reflect on how the downtime affected your business and identify any areas for improvement in handling similar situations in the future.
• Review and Update Your Contingency Plan: Based on this experience, update your business continuity plans to better prepare for any future disruptions.

Conclusion

When faced with the question, “Is BigCommerce down?”, it’s important to take a calm and measured approach. By following the steps outlined in this article, you can verify the status of BigCommerce, keep yourself and your customers informed, and take proactive measures to mitigate the impact on your business.