Questions & Answers


I'm looking to switch to BigCommerce. How do I get my data over?

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 catalog transfer services that can transfer your data for you.

Is my data safe and secure?

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 the big banks use, and we have a 99.99% average uptime.

Can I use my own domain name?

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.

Do I need my own SSL certificate?

We do recommend purchasing your own SSL certificate (which you can do from us), however we provide a free shared SSL certificate for all plans. You can purchase and install a third party SSL if you are an Enterprise customer.

Does BigCommerce have transaction fees?

No. We believe in fair, transparent, and predictable pricing. We do not charge transaction fees on top of plans or based on which payment processor you use.

Do you offer a free trial?

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.

Can I upgrade from the free trial to a paid plan?

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.

What happens to my store at the end of my trial?

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.

How do automatic upgrades work from Standard to Plus?

Once your trailing twelve month sales volume reaches the maximum of $50,000, you will be automatically upgraded to Plus. This gives you room to grow up to $125,000 in annual sales, and offers immediate access to more advanced features.

How do automatic upgrades work from Plus to Pro?

Once your trailing twelve month sales volume reaches the maximum of $125,000, you will be automatically upgraded to Pro, starting at $199/month and entitling you to 2,000 annual orders. For every 1,000 orders beyond that, you’ll pay an additional $80/month. For higher volume pricing on Pro and Enterprise or discounted rates for low average order values, please contact the BigCommerce sales team.

How is the trailing twelve month sales volume calculated?

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 towards your annual online sales volume. This practice eliminates seasonal spikes and helps make monthly plan costs predictable.

How are orders in Pro calculated?

Orders are also calculated on a trailing twelve month basis.

What transactions count towards my trailing twelve months of sales/orders?

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

How is my trailing twelve months of sales calculated if I don’t sell in USD?

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

Where can I see my trailing twelve month sales/orders?

You will be able to easily view your trailing twelve months of sales and orders from within the BigCommerce Control Panel. Simply navigate to “Billing” and then “Purchase History.”

If my trailing twelve months sales volumes drops drastically am I automatically downgraded to a lower plan?

If you sustain a major change in annual sales volume please call your BigCommerce billing team.

What if I want higher-level features but don’t meet the sales volume threshold? Can I upgrade to get them?

Absolutely; any clients interested in advanced features, account management or other specialty services can choose a higher plan regardless of annual order count.

Upgrade in a few clicks: just log in to your store's control panel and click Settings, then choose Upgrade Account under the Account Settings section. After you select your new plan, you’ll get to choose whether you’d like to be billed monthly or annually.

I have multiple stores on BigCommerce. How is my trailing twelve months of sales/orders calculated?

We put each store on a plan appropriate for it's volume.

Store Setup

Can I use a subdomain for my store?

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

Do you sell SSL certificates?

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

Can I use an SSL certificate from a third party?

Merchants on a BigCommerce Enterprise plan can install an SSL certificate from a third party or purchase one directly from BigCommerce. Merchants on Standard, Plus and Pro plans can buy and install a certificate from BigCommerce. Both options are available under Settings > Server Settings > SSL Certificates in the control panel.

Does my payment gateway work with BigCommerce?

BigCommerce seamlessly integrates with the best payment solutions on the market, including PayPal Powered by Braintree, Square Payments, Stripe, Quickbooks Payments, First Data, Heartland, Global Payments, Cybersource, and Coming soon, we will also support Adyen, Klarna, Chase Paymentech, Amazon Payments, PayU India. For a complete list of supported payment processors see here.

Do I need my own merchant account?

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 PayPal Braintree and Square. Many of our customers also accept PayPal Express Checkout giving their customers the choice to pay using a standard credit card or their personal credentials in PayPal.

What do I have to do to get the pre-negotiated PayPal powered by Braintree processing rates?

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.

What software does BigCommerce integrate with?

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.

Can I integrate to BigCommerce’s API?

BigCommerce’s open architecture lets you connect to nearly any part of the platform, including Products, Customers, Orders, Payments, Shipping and more. We also offer pre-built integrations with leading enterprise resource planning solutions like NetSuite, Sage, SAP and Microsoft Dynamics.

Do you have call limits on your APIs?

Standard, Plus and Pro plans feature generous call limits of 20,000 API calls per hour. Enterprise clients have unlimited API calls.

Are account managers available for my store?

Enterprise Account Managers are only available to premium Enterprise customers. Their job is to serve as a dedicated point of contact and ensure your ongoing success on BigCommerce. They will work with you to understand key issues and opportunities, and provide strategic and tactical guidance to solve for them using the rich features of the BigCommerce platform and select partner technologies. They also will secure your early access in betas, listen to your feedback, and advocate for your needs within the walls of BigCommerce.

If you value this level of service, we encourage you tocontact a sales rep at 1-855-884-6731 to get a custom quote with managed services included.

What are Premium Account Services? Am I eligible?

Premium Account Services are available to certain Enterprise customers. Premium Account Services provides a team of account managers available to answer your inquiries concerning product best practices, operational strategies, and recommendations for apps/partners to leverage the most out of the BigCommerce platform. They will help keep you on the cutting edge with news of upcoming features and notifications of beta programs to test such features and offer you valuable feedback. Their goal is your goal - growing your successful online business.

If you value this level of service, we encourage you to contact a sales rep at 1-855-884-6731 to get a custom quote with Premium Account Services included.

What is Express Routing?

Express Routing is available to Enterprise customers. Whenever you need technical support, your call will be prioritized first by our expert support team. To learn more about other exclusive services to Enterprise customers, call 1-866-581-4549 to speak to a BigCommerce team member.

What is Priority Support?

Priority Support is only available to premium Enterprise 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 to Enterprise customers, call 1-866-581-4549 to speak to a BigCommerce team member.


Are there any contracts to sign?

Our Standard and Plus plans require no contract, and you can cancel at any time. If you do, we’ll stop billing you immediately. There is no contract required on Pro either, unless you negotiated a special rate for higher-volume or low average order value. Contracts are available for the BigCommerce Enterprise plan to ensure that we’re meeting the level of service that your business needs.

Do you offer refunds?

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.

Create your beautiful online store today.