Objective
Create a case for 8x8 Billing Support.
Applies To
Billing
Support
All regions
Procedure
Log in to your 8x8 Application Panel.
Select My 8x8.
Select Support.
Our 8x8 ChatBot "Otto" will appear. Here, you can interact with the ChatBot for any billing-related questions or create a billing case.
You may also proceed to the Billing Support tab, where you can initiate the billing case creation process.
Upon accessing the primary dashboard, navigate to the Billing Support Center dropdown menu.
To initiate the creation of a billing case, select "chatBOT/My Support Portal" from the dropdown menu that appears.
Select "Billing" in the case type section.
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.
Select Moderate Business Impact for the priority level.
Select the preferred contact method for follow-up, either Email or Phone.
Please complete the fields for Subject, Description, and Timezone in order to provide a succinct summary of the issue you are reporting.
Click the "Submit Case" button to finalize and send your billing support request for processing.
After your case has been created, you can track your billing case in the Help tab on the Support portal.
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
Do you have a specific invoice # to Dispute?
See How to Open an Invoice Dispute Case 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.
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.
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.
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, then option 2. Available 9:00am to 5:30pm, Monday to Friday (GMT). |
United States | (888) 898-8733. 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.