If you have paid but your account still shows a balance, this article explains how long payments take to appear, how to check their status, and what to send us if a payment cannot be found.
Applies To
Billing
Payments
Accounts Payable
How Long Payments Take to Appear
Payment type | Time to appear |
|---|---|
Credit card (one-time or autopay) | The invoice moves from Open to Paid within 24 hours. |
ACH bank debit | Allow 5–7 business days to clear before the payment shows against your invoice. |
Cheque or wire | Applied once received and matched to your remittance advice. Without remittance detail, the payment cannot be matched. |
Note:
Payments made after your statement was generated appear under Payments Since Last Bill on the following month's statement. This is normal and does not mean the payment was missed. See Understanding your 8x8 bill.
Check the Status of a Payment
Log in to the 8x8 Application Panel and select My 8x8.
From the Billing Support Center menu
Will open Gaviti
Click the Paid Invoices Tab for the payment in question.
Important:
Only submit another payment if the status shows Declined. Submitting a second payment while one is pending can result in a duplicate charge, and the system will not accept a new payment while an ACH debit is still processing.
Send Remittance Advice
If you pay by cheque or wire, send your remittance advice so the payment can be applied to the right invoices. You can upload it in the Customer Billing Portal, or email it to:
United States — CashAppUS@8x8.com
Europe — remittance-uk@8x8.com
Important:
Without remittance detail, a payment or credit stays on your account as an unapplied negative balance and is never matched to your invoices — which can make an account look past due when it is not.
If Your Payment Still Cannot Be Found
Open a billing case through the chat assistant and include:
Your Account ID — see Find Your Account ID and Billing Telephone Number
The payment date and amount.
The payment method used.
Proof of payment — a bank statement line, cheque image, or card receipt.
See Create a Case with 8x8 Billing Support.
Frequently Asked Questions (FAQs)
Q: I paid by ACH four days ago and nothing has changed. Is something wrong?
A: No. ACH payments take 5–7 business days to clear. Check the Payment Status column in the portal before raising a case.
Q: Can I make another payment while one is pending?
A: No. The system will not accept a second payment until the first transaction completes.
Q: My payment was applied to the wrong invoice.
A: Open a billing case with your remittance advice attached so the payment can be reallocated.
Q: I am owed money back rather than a credit. How does that work?
A: Refunds return money to the card or bank account that paid, and take 3–5 business days by card or ACH. See What is the difference between a refund, credit and credit memo?
Additional Information
Paying your bill
Credits and refunds
Your bill