---
title: "Can't Access My 8x8 Support Portal Due to Error"
slug: "can-t-access-my-8x8-support-portal-due-to-error"
updated: 2026-05-11T10:51:51Z
published: 2026-05-21T21:28:00Z
canonical: "help.8x8.com/can-t-access-my-8x8-support-portal-due-to-error"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can't Access My 8x8 Support Portal Due to Error

## Symptom

When attempting to access the My 8x8 Support Portal to create or view support cases, manage billing options, or order equipment or services, either via the 8x8 Support Knowledge Base, through a link in a case notification email, or when clicking **My 8x8** from your Application Panel page, you encounter one of the following:

- A message that states ***We can’t log you in because of an authentication error***.
- A message that ***https://8x8.force.com is down for maintenance****.*
- A ***REGISTRATION_HANDLER_ERROR*** message.

## Applies To

- My 8x8 Support Portal
- Login Error

## Resolution

### Ensure Affected Users Have the Right Role

On 8x8 X Series, the *My 8x8 Admin* role is required to access the My 8x8 Support Portal. See [Assigning Roles to an X Series User](/support/docs/assigning-roles-to-an-x-series-user).

### Contact 8x8 Support

If you are a **direct 8x8 business customer** experiencing this issue and are sure that proper roles are applied to the affected user(s), contact 8x8 Support via Otto, our Virtual Assistant. You can elect to chat with a live agent or receive a callback.

**If you purchase your 8x8 services through a wholesale reseller,** contact your reseller for assistance with technical support and account management.

## Cause

#### Direct or Non-Wholesale 8x8 Business Customers

For all 8x8 users who purchase **service directly from 8x8** or **through a non-wholesale partner**, this is an intermittent issue typically related to one of the following:

- The *My 8x8 Admin* role is not assigned to the impacted user(s) in Admin Console. See [Assigning Roles to an X Series User](/support/docs/assigning-roles-to-an-x-series-user).
- Data sync issues following individual username changes (especially primary administrator changes). This is correctable with 8x8 Technical Support assistance.

#### Customers of Wholesale Partners

For all 8x8 users who purchase **8x8** **service from a wholesale reseller**, access to the My 8x8 Support Portal is restricted. Contact your reseller for assistance with technical support and account management.

**How do I know if my reseller is a wholesale partner of 8x8?** Your bills and bank charges for 8x8 service will name your reseller, not 8x8.