---
title: "Raising an 8x8 SecurePay (PCI Pal) Case with 8x8 Support"
slug: "raising-an-8x8-securepay-pci-pal-case-with-8x8-support"
updated: 2026-05-17T16:47:42Z
published: 2026-05-21T21:29:12Z
canonical: "help.8x8.com/raising-an-8x8-securepay-pci-pal-case-with-8x8-support"
stale: true
---

> ## 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.

# Raising an 8x8 SecurePay (PCI Pal) Case with 8x8 Support

## Objective

Provide all the relevant information when raising an 8x8 SecurePay (PCI Pal) issue with 8x8 Support. If 8x8 is unable to resolve the issue, 8x8 will consult with the third-party integration partner directly to resolve the issue.

## Applies To

- Contact Center
- 8x8 SecurePay (PCI Pal)

## Procedure

To enable quick analysis and a swift response when contacting 8x8 to raise an incident, specific details will need to be gathered. Some of the data collection can be done from the 8x8 SecurePay (PCI Pal) web interface, but it is also critical to also gather the 8x8 Contact Center transaction ID information. Below are some guidelines on how to collect the required information.

### **Finding call support details**

Whilst a call is in progress, various transaction details can be easily accessed by clicking on the PCI Pal logo:

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/17145)

The following support details will appear. Providing these when logging a support ticket may help speed up any investigations required:

![drex_finding_call_support_details_custom_2.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/1384)

### **Telephony Issues**

If your issue relates to one of the following Telephony issues:

- Calls not connecting
- Calls connected, failure to secure line
- Call secured but line drops
- Call connected, issue with call quality
- Call connected, line secured, no DTMF captured

Include the following information inside your 8x8 Support Case:

**Details of the affected call**

***Date&Time:***

***Web Session ID:***

***The direction of call (inbound/outbound):***

***Caller Number:***

***Called Number:***

***Affected Agent:8x8 Contact Center Transaction ID:***

***Call Support Detail:***

#### **Web portal issues**

If your issue relates to one of the following Web portal issues:

- PCI Pal portal issues
- Flow not shown
- Web session unable to join the call
- Customer enters card details - portal behavior
- Unable to process card
- Transaction error screen

Include the following information inside your 8x8 Support Case:

**Details of the affected call**

***Date&Time:Web Session ID:***

***The direction of call (inbound/outbound):***

***Caller Number:Called Number:***

***Affected Agent:Transaction ID:***

***Email address used in the session (if any):***

***Call Support Detail:***

***Screenshots of the issue:***

***8x8 Contact Center Transaction ID***