If an invoice is not paid by its due date, 8x8 sends a series of reminders before service is suspended, and then cancelled. This article sets out when each of those happens so you know exactly how much time you have.
Note:
This article applies to UK and EMEA accounts invoiced by 8x8 UK Limited in pounds sterling or euros. Collections timings are different for accounts billed by 8x8, Inc. in the United States.
Applies To
Billing
Past-due balances and collections
Accounts paying by Direct Debit or BACS
United Kingdom and EMEA
What "Past Due" Means
Every day counted below runs from your due date, not from the invoice date. Standard UK payment terms are Net 30, so an invoice dated 1 October falls due on 31 October, and 14 days past due is 14 November.
Your due date is in the Summary section of your invoice. If you pay by Direct Debit, your account may be set to due on receipt, in which case the due date is the day after the invoice date.
Which Timeline Applies to You
It depends on the size of your monthly bill. Open your most recent invoice and find the Recurring Charges figure in the Summary section, then use the table below.
Your monthly Recurring Charges | Service suspended | Services cancelled |
|---|---|---|
Under £500 or €500 | 45 days past due | 60 days past due |
£500 or €500 and above | 60 days past due | 75 days past due |
Note:
Use the Recurring Charges figure, not the Total Due. Total Due can include usage, adjustments and any balance carried over from previous months, so it is not a reliable guide to which timeline you are on.
Timeline: Monthly Charges Under £500 or €500
Days past due | What happens |
|---|---|
14 days | First reminder |
21 days | Second reminder |
30 days | Pre-suspension notice |
45 days | Final demand, and service is suspended |
60 days | Services are cancelled |
Timeline: Monthly Charges of £500 or €500 and Above
Days past due | What happens |
|---|---|
7 days | First reminder |
14 days | Second reminder |
21 days | Third reminder |
30 days | Fourth reminder |
45 days | Pre-suspension warning |
60 days | Services are suspended |
75 days | Services are cancelled |
What Each Stage Means
Stage | What it is |
|---|---|
Reminder | An email to your billing contacts asking for payment. Your service is unaffected. |
Pre-suspension notice or warning | Notice that your service will be suspended if the balance is not cleared. Your service is still running at this point. |
Final demand | The last request for payment before suspension. |
Suspension | Your service stops. Inbound and outbound calling will not work. The account still exists and service resumes once the balance is paid. |
Cancellation | Your services are cancelled. They can be resumed within 30 days — see below. |
Note:
You will not be working to these dates on your own. The Collections team is in contact with you through this process. If you have already paid, or payment is arranged, tell them the date and amount — they will work with you so your account is not suspended while the payment clears.
Important:
Reminders go to the billing contacts held on your account. If those details are out of date, the first you may hear of a past-due balance is a pre-suspension notice. Check your contacts are current — see Update Your Billing Contact Email.
If Your Services Are Cancelled
Cancellation is not immediately final. You have 30 days from the cancellation date to resume your services.
Within 30 days — pay the outstanding balance and contact Billing to have your services resumed on the same account.
After 30 days — the account cannot be reopened. You would need to speak to Sales about setting up a new account.
How to Clear a Past-Due Balance
Pay by BACS to the 8x8 UK Limited account matching your invoice currency. The bank details are printed in the footer of your invoice, and in Supplier Form Details for EMEA.
Send your remittance advice to remittance-uk@8x8.com so the payment can be matched to the right invoices. Without it, a payment can sit unapplied on your account and the balance will still show as outstanding. See Confirm a Payment Was Received.
If your service is already suspended, tell Billing once you have paid so restoration is not delayed.
If You Need Help
Call the UK Billing team on 0207 096 6000 and choose option 2. The team is available 9:00am to 5:30pm, Monday to Friday (GMT).
You can also open a billing case. Include your Account ID, the invoice number, and the date and method of any payment you have already made. See Create a Case with 8x8 Billing Support.
Frequently Asked Questions (FAQs)
Q: When will my service be suspended?
A: 45 days past due if your monthly Recurring Charges are under £500 or €500, and 60 days past due if they are £500 or €500 and above. Days are counted from your due date, not the invoice date.
Q: How do I know which timeline applies to me?
A: Look at the Recurring Charges figure in the Summary section of your invoice. Use that figure, not the Total Due.
Q: My service has been suspended. How do I get it back?
A: Yes, if it is within 30 days of cancellation. Pay the outstanding balance and contact Billing to have your services resumed on the same account. After 30 days the account cannot be reopened and you would need to speak to Sales about a new account.
Q: I never received a reminder.
A: Reminders go to the billing contacts on your account. If someone has left or the address is wrong, the emails will not reach you. Check and update your billing contacts.
Q: My Direct Debit failed. Does the same timeline apply?
A: Yes. Once the invoice is past its due date the schedule above begins, whether the payment failed or was never attempted.
Q: I have paid but the suspension date is close. Will I still be suspended?
A: Tell the Collections team the date and amount you have paid. They are in contact with you through the past-due process and will work with you so your account is not suspended while the payment clears.
Additional Information
Understanding and paying your invoice
Your account and contacts
Getting help