If a payment does not go through, your account becomes past due and your service may be suspended. This article explains how to pay the balance and get your service back.
Applies To
Billing
Account suspension
Past-due balances
How to Tell If You Are Past Due
A Past Due message appears when you log in.
You cannot make or receive calls. Outbound calls play a message saying the account is disabled.
A flat $10 late fee is added after the 15th of the month.
Pay the Past-Due Balance
Important:
Past-due balances must be paid by credit card. ACH is not accepted. If an ACH payment is already pending, the system will not accept another payment until that transaction completes.
Log in to the 8x8 Application Panel and select My 8x8. The Customer Billing Portal opens.
On the Open Invoices tab, tick the past-due invoice or invoices.
Select Pay. You are redirected to the CyberSource payment page.
Enter your card details. Tick the box at the top to save the card for future autopayments.
Enter the email address for your receipt and select Confirm.
Your service is normally restored within 15 minutes. The portal shows the invoice as paid within 24 hours.
If You Cannot Log In
Use Otto, the 8x8 chat assistant in the lower-right corner of the Support site, and follow the prompts to reach Billing Support. An agent can take the payment for you. You do not need to be signed in to use Otto.
If the problem is a permissions or portal error rather than suspension, see Billing Portal Login Troubleshooting.
If You Pay by Invoice or Cheque
If you receive a direct invoice and pay by cheque each month, contact the 8x8 Invoice Billing team by opening a billing case rather than using the payment steps above. See Create a Case with 8x8 Billing Support.
Avoiding This in Future
Set up autopay so your bill is taken automatically on the 2nd of each month — see Set Up and Manage Autopay and Payment Methods.
Keep your billing contacts current so payment reminders reach the right people — see Update Your Billing Contact Email.
Frequently Asked Questions (FAQs)
Q: How long until my service is restored after I pay?
A: Normally within 15 minutes.
Q: Can I pay a past-due balance by ACH?
A: No. Past-due balances must be paid by credit card.
Q: Why was I charged $10?
A: A flat $10 late fee is applied when a balance has not been paid by the 15th of the month. It appears under Adjustments on your next statement.
Q: I have paid but my service is still off.
A: Allow 15 minutes. If the balance was paid by ACH it will not clear for 5–7 business days, and service is only restored once the payment clears. See Confirm a Payment Was Received.
Additional Information
Paying and confirming
Your bill
If you need help