Support

Expect a reply within one business day. If something is actively breaking a store, put URGENT in the subject line and it goes to the top.

What to include

Three things turn a two-day back-and-forth into one reply:

• The import or export ID — the number in the URL on the History page. It identifies the exact run, the file, and every row's result.
• The results CSV, downloaded from that run. It carries the original line numbers, so a failure can be traced back to the row in your file.
• What you expected to happen, in one sentence. Most reports say what happened and leave this out, and it is usually the part that resolves the question.

Please do not email API tokens. We never need one — if we need to look at your store we will ask you to run something and send the output.

Before you write

A row failed and the message mentions several matches

The file identified a product by something that is not unique — a name, usually. Nothing is guessed, so the row fails and names the candidates. Add a Product ID or SKU column, or use the [ID] header suffix to pin matching to one column.

Every row failed with a permission error

The API token cannot reach the resource the file writes to. Run the file check first — it probes the one permission that file needs and tells you before anything is queued. In BigCommerce, create the token with modify scope for the relevant area.

An import is stuck at "processing"

An import finishes when its whole batch finishes, and a large file is many jobs. Give it time proportional to the row count. If it has genuinely stopped, send the import ID.

Images duplicated after a re-import

BigCommerce renames stored files, so matching by URL cannot work and images are matched by filename stem. Two different pictures whose source URLs end in the same basename look like one image. Use the Image ID column — our exports write it — to address a specific image exactly.

An update wiped a field I did not touch

It should not, and this is worth reporting with the file. A blank cell is treated as "absent" and is not sent, precisely so an empty column cannot erase stored values. The one documented exception is a variant SKU, which is always sent.

A category delete was refused

BigCommerce deletes a category's whole subtree without warning. A delete for a category that has children is refused unless the row sets Cascade to true, and the message says how many categories would go.

Feature requests and bugs

Both go to the same address. Feature requests that describe the problem rather than the solution get built more often, because they leave room for a better answer than the one you had in mind.

Account and billing

• Change plan — email us; plans are assigned by hand today.
• Delete your account — email from the account address and we will remove the account, its credentials, its files and its history within 30 days.
• Disconnect a store — Settings, in the app. This removes our copy of the token but does not revoke it; revoke it in BigCommerce.

Status

There is no status page yet. If the app is unreachable, email us — that is currently the fastest way for both of us to find out.