--- title: "Create a Case with 8x8 Billing Support" slug: "create-a-case-with-8x8-billing-support" updated: 2026-10-29T17:48:32Z published: 2026-10-29T17:48:32Z canonical: "help.8x8.com/create-a-case-with-8x8-billing-support" --- > ## 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. # Create a Case with 8x8 Billing Support ## Objective Create a case for 8x8 Billing Support. ## Applies To - Billing - Support - All regions ## Procedure [Creating Credit Refund or Debit Cases](https://embed.app.guidde.com/playbooks/rif3PsLCgdw4ALvYrxPza4) 1. Log in to your [8x8 Application Panel](https://8x8.okta.com/app/UserHome). ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29926?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 2. Select My 8x8. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29927?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 3. Select Support. 4. Our 8x8 ChatBot "Otto" will appear. Here, you can interact with the ChatBot for any billing-related questions or create a billing case. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Screenshot 2026-10-29 at 11.46.57 AM.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 5. You may also proceed to the Billing Support tab, where you can initiate the billing case creation process. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29924?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 6. Upon accessing the primary dashboard, navigate to the Billing Support Center dropdown menu. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29918?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 7. To initiate the creation of a billing case, select "chatBOT/My Support Portal" from the dropdown menu that appears. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29919?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 8. Select "Billing" in the case type section. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29925?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 9. After selecting the case category, you will need to choose the appropriate billing-related case type from the available options: General Inquiry, Contract/Term Inquiry, Account Information Change. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29916?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 10. Select Moderate Business Impact for the priority level. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29914?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 11. Select the preferred contact method for follow-up, either Email or Phone. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29920?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 12. Please complete the fields for Subject, Description, and Timezone in order to provide a succinct summary of the issue you are reporting. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29922?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 13. Click the "Submit Case" button to finalize and send your billing support request for processing. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29921?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) 14. After your case has been created, you can track your billing case in the Help tab on the Support portal. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29915?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A57Z&se=2026-11-03T22%3A12%3A57Z&sr=c&sp=r&sig=VhofKdY7TuUNRqdYHc%2BBRYtczMEkwRAMBCa9IeD3OE8%3D) ****Don't Have Access to the Billing Tab?**** If you don't see the Billing tab, then you don't have the right level of access. Have your system administrator follow these instructions: [Billing Portal Login Troubleshooting](/support/docs/billing-portal-login-troubleshooting) ****Do you have a specific invoice # to Dispute?**** See [How to Open an Invoice Dispute Case](/support/docs/create-and-monitor-disputes-in-the-8x8-billing-portal) in our Billing Portal to submit and easily view all dispute cases. ## What to Include in Your Case Sending these with your first message means Billing can act without coming back to you for more information. - Your **Account ID**. See [Find Your Account ID and Billing Telephone Number](/support/docs/find-your-account-id-and-billing-telephone-number). - The invoice number or statement month the query relates to. - What you expected to see, and what you are seeing instead. - Any supporting documents, such as a remittance advice or a screenshot. ## Legal Correspondence Legal correspondence does not go through a billing case. Email **legal@8x8.com** for subpoenas, court orders and law enforcement requests, data protection and privacy requests, litigation holds, and questions about the 8x8 Service Terms. Billing cannot action these, and raising one as a billing case adds a hand-off before anyone can respond. > [!NOTE] > Important: > > Notice of non-renewal or termination is different again, and must go to the address your agreement names — not to legal@8x8.com and not through a billing case. See [View Your Contract, Renewal Dates and Buyout](/support/docs/view-your-contract-renewal-dates-and-buyout). ## How Long It Takes Billing responds to a case within **3 to 5 business days**. ## Contacting Billing by Phone | Region | Telephone | | --- | --- | | United Kingdom | [0207 096 6000](tel:+442070966000), then **option 2**. Available 9:00am to 5:30pm, Monday to Friday (GMT). | | United States | [(888) 898-8733](tel:+18888988733). There is no separate US Billing line — call this number to speak to an agent. | For any other region, raise a case using the steps above.