If you cannot reach the 8x8 Customer Billing Portal, find your symptom below. Most access problems are permissions and can be fixed by your account administrator in a few minutes.
Applies To
Billing
8x8 Customer Billing Portal
My 8x8 access and permissions
I Cannot See My 8x8 or the Billing Section
This is a permissions issue. Your account administrator needs to assign you the My8x8 Admin (default) role.
The administrator logs in to Admin Console.
Select Menu > Roles & permissions > Assignments.
Select Create Assignment.
Choose the role My8x8 Admin (default), set the scope, and save.
Note:
If you administer more than one 8x8 account, check you are signed in to the correct one.
I See "Oops, Please Contact Your Administrator"
Refresh your browser. This enables the new portal for your session.
If the message persists, open a billing case using the steps below.
I See "Well, This Is Awkward" When Trying to Pay
This usually appears when a payment is already in progress. Autopay cards are charged on the 2nd or 3rd of the month. Only submit a one-time payment if the Payment Status shows Declined. See Confirm a Payment Was Received.
A New Contact Cannot Get In
New billing and Accounts Payable contacts take up to 24 hours to be provisioned.
Important:
Being a billing contact does not by itself grant portal access. Contacts receive invoices by email; portal access is a separate permission. See Update Your Billing Contact Email.
The Payment Window Does Not Open
The payment form opens in a new window. Turn off pop-up blockers for the 8x8 portal and try again.
Still Cannot Get In? Open a Billing Case
If none of the above resolves it, Billing Support can investigate.
Go to the 8x8 Support site and select Otto, the chat assistant, in the lower-right corner. If you can reach the Customer Billing Portal, you can also open the Billing Support Center menu and select chatBOT / My Support Portal.
Tell Otto you cannot access the billing portal.
Select the General Inquiry case type and submit.
What to include in your case
Your Account ID, if you know it — see Find Your Account ID and Billing Telephone Number.
The email address you are signing in with.
The exact error message, word for word, with a screenshot if you can attach one.
The browser you are using, and whether you have already tried refreshing and clearing your cache.
Note:
You do not need to be able to log in to open a case. Otto is available on the Support site whether or not you can reach the billing portal.
Frequently Asked Questions (FAQs)
Q: I have the right permissions and still cannot get in.
A: Refresh your browser first, then clear your cache and sign in again. If it still fails, open a billing case through Otto with your Account ID, the email address you are signing in with, and the exact error message.
Q: I cannot log in at all — how do I raise a case?
A: Use Otto, the chat assistant in the lower-right corner of the 8x8 Support site. You do not need to be signed in to use it.
Q: My account is suspended and I need to pay. Is that the same problem?
A: No. If your account is past due, see Pay a Past-Due Balance and Restore Your Service.
Additional Information
Access and contacts
Once you are in
If you need help