Your 8x8 bill is made up of recurring service charges, usage charges, adjustments, and taxes and fees. This article explains how your statement is laid out and what each charge means.
If you are on autopay, your payment is taken on the 2nd of every month. If you pay by invoice, your statement is posted to the 8x8 Customer Billing Portal by the 3rd of every month.
Note:
Only customers approved for payment terms are "invoice billing" accounts. Their designated contacts receive a summary invoice by email for payment by their accounts payable team.
Applies To
Billing
Invoices and statements
8x8 Work and 8x8 Contact Center
Key Billing Dates
What happens | When | Detail |
|---|---|---|
Autopay is taken | 2nd of the month | Charged to the credit card or bank account on file. Autopay customers do not receive an emailed invoice. |
Statement posted | By the 3rd of the month | Available in the Customer Billing Portal. Invoice customers also receive a summary invoice by email. |
Grace period ends | 15th of the month | Payment received by the 15th avoids a late fee and suspension. |
Late fee applied | After the 15th | A flat $10, shown under Adjustments on your next statement. |
Note:
Service is billed in advance and usage is billed in arrears. An August statement usually covers August service and July usage.
Before You Start
Permissions: You must be signed in as a Billing Admin or Primary Admin. If you cannot see the Billing section, see Billing Portal Login Troubleshooting.
Cycle: Statements are generated monthly based on your billing date.
For the steps to find and download your statement, see How to download invoices from billing portal.
How Your Statement Is Laid Out
Your PDF statement reads top to bottom: a summary of what you owe, then the detail behind it.
Account Summary and Dates
Statement Date — under the "8x8 Monthly Statement" header. This is the month being billed.
Due Date — in the Summary section. This is different from the Statement Date.
Account ID — in the upper-left corner. Quote it whenever you contact Billing Support. See Find Your Account ID and Billing Telephone Number.
Previous Balance — any unpaid amount carried over from earlier cycles.
Charges and Adjustments
Recurring Charges — fixed subscription fees for the current billing period.
Adjustments — debits and credits such as contract buyout fees, late fees, or account credits. Each type is defined in the glossary below.
Payments Since Last Bill — payments received since your last statement was generated.
Total Due — the amount owed for this billing period.
Statement Details — Services
The line-by-line breakdown of what you are paying for, by extension. Each service on an extension appears as its own line item.
Telephone # / Ext. — the extension the charge belongs to.
Service Plans — the licence or service being charged.
Service ID / Start Date — the 15-character link that opens the full Service Details for that line.
Find the charges for one extension
Open your statement and scroll down to Statement Details — Services.
Find the extension in the Telephone # / Ext. column.
For calling plan charges, look for the line item that names both the extension number and the complete phone number.
For any other service, check the Service Plans column to confirm you are looking at the right charge for that extension.
To see the detail behind a line, select the 15-character link in the Service ID / Start Date column to open Service Details.
Usage and Taxes
Call Usage Summary — minutes used. In-Network calls between 8x8 lines are always free. International calls may be charged depending on your plan.
SMS/MMS Usage Summary — near the end of the statement. Shows outbound message segments used against your allowance, and any overage.
Taxes & Fees — government taxes and 8x8 regulatory fees, based on the physical service address of each line.
Charge Glossary
Every charge type that can appear on your bill, and what it means.
Summary lines
Charge | What it is |
|---|---|
Previous Balance | Any unpaid amount carried over from earlier statements. |
Recurring Charges | Your fixed subscription fees — licences, phone numbers and add-on services — billed for the month ahead. |
Adjustments | One-off debits and credits applied to this statement. Each is itemised; the common types are listed below. |
Payments Since Last Bill | Total of payments received since your previous statement was generated. |
Total Due | The amount owed for this billing period, including previous balance, charges, adjustments and taxes. |
Fees and adjustments
Charge | What it is |
|---|---|
Pro-rated charge | A licence added part-way through a month is charged from the date it was added. Licences removed part-way through a month are not pro-rated — that month is billed in full and the change takes effect on your next bill. |
Late Fee | A flat $10, added when payment has not been received by the 15th of the month. See Pay a Past-Due Balance and Restore Your Service. |
Contract Buyout (CBO) | May apply when services are cancelled before the end of your contract term. Applied to the invoice for the month after the cancellation takes effect. See View Your Contract, Renewal Dates and Buyout. |
SMS Campaign Registration Fee | A one-time $89 USD (CA$121) fee plus applicable taxes for registering an SMS campaign with The Campaign Registry. 8x8 absorbs the ongoing monthly campaign maintenance fees. See SMS Campaign Registration and Impact. |
Usage Bundle Credit Adjustment | If you have prepaid a Usage Bundle, the discounted minutes you used are offset here, at the bottom of the statement summary. See Overview of Usage Bundles. |
Promotional Credit | If you upgraded to X Series from an annual plan, the unused value of your prepaid year is returned as a monthly credit until it is used up. See X Series Upgrade Billing Transition from Annual to Monthly. |
Credit Memo | A credit issued against an invoice rather than paid back to you. See What is the difference between a refund, credit and credit memo? |
Equipment and shipping | Phones, devices and shipping are paid at the time of the order and billed separately. They do not appear as recurring charges. See Checking Order Status and Purchase History. |
Unassigned phone numbers (DIDs) | Every direct dial number on your account is charged whether or not it is assigned to a user. Remove numbers you no longer need before your renewal date. |
Usage charges
Charge | What it is |
|---|---|
International calls | Calls to destinations outside your plan's included countries. Some country-code-1 destinations — including Puerto Rico, Guam and Jamaica — are billed as international even though they share the US dialling code. See How are international charges incurred with SIP Trunking? |
SMS/MMS overage | Outbound message segments used beyond your monthly allowance. Inbound messages are always free. See SMS and MMS Billing. |
Contact Center per-minute overage | X6–X8 bundled licences include 4,000 inbound minutes per concurrent seat, pooled across all seats. Usage beyond the pool is billed at 0.01 per minute in your local currency, rounded up to the next full minute. See How is Contact Center per minute usage charged? |
Call recording storage | Charged separately. Usage Bundle minutes do not offset recording charges. |
Taxes and regulatory fees
Charge | What it is |
|---|---|
Sales Tax | Federal, state and local tax based on the service address of each line. Rates change with jurisdiction and tax law. |
E911 Service Fee | A monthly fee charged by 8x8, per qualifying line, to recover the direct cost of providing E911 service. This is a fee, not a tax. |
E911 Tax | A tax assessed by state or local authorities to fund emergency dispatch, based on your service address. 8x8 collects and remits it. |
Regulatory Recovery Fee (RRF) | A monthly per-extension fee charged by 8x8 to recover the cost of complying with government mandates, such as local number portability. |
Universal Service Fund (USF) | Also shown as Universal Service Surcharge. Recovers 8x8's contribution to federal and state universal service programmes. The rate is set quarterly by the FCC, which is why this line changes month to month even when your service has not. |
For full definitions of the taxes and fees above, see E911 Service Fees and Taxes.
Why Your Taxes Can Change When Your Service Has Not
Taxes and fees are calculated from the physical service address registered for each line, not your billing address. Three things move independently of your service: state and local tax rates, the quarterly USF contribution factor set by the FCC, and the number of qualifying lines on your account. A change in any one of them changes your total.
If a line is registered to the wrong address, its tax will be wrong too. See Update Your Billing or Invoice Address.
Credits, Refunds and Adjustments
Refund — money returned to the card or bank account that paid. Card and ACH refunds take 3–5 business days; cheque refunds take 7–10 business days. Refunds can only be issued against payments made in the last 6 months.
Credit — an amount applied against a future bill, reducing what you owe.
Credit memo — the document recording a credit against a specific invoice.
Important:
If you pay by cheque or wire, always send your remittance advice. Without it, a payment or credit cannot be matched to your invoices and stays on your account as an unapplied balance — which can make an account look past due when it is not. See Confirm a Payment Was Received.
Billing Currency
8x8 bills in USD, AUD, CAD, GBP, EUR and NZD. An invoice can only be issued in a single currency — multi-currency billing on one invoice is not supported.
If a Charge Still Does Not Look Right
You believe a charge is incorrect — raise a dispute against the specific invoice. See Create and Monitor Disputes in the 8x8 Billing Portal.
You have a question about a charge — open a billing case with your Account ID and the statement month. See Create a Case with 8x8 Billing Support.
Frequently Asked Questions (FAQs)
Q: When are my billing statements available?
A: Statements are available in the billing portal by the 3rd of every month. If you are on autopay, your payment is taken on the 2nd — before the statement posts.
Q: Where can I see charges for a specific extension?
A: In the Statement Details — Services section, find the extension in the Telephone # / Ext. column. Each service on that extension is listed as its own line. For calling plan charges, look for the line that names both the extension number and the complete phone number.
Q: Why did I receive an "Access Denied" error when trying to view my statement?
A: You need Billing Admin or Primary Admin permissions to view billing statements. See Billing Portal Login Troubleshooting.
Q: Which address is used to determine my sales tax?
A: The physical service address registered for each line, not your billing address.
Q: Why has my bill changed when my service has not?
A: State and local tax rates, the quarterly USF contribution factor, and usage overages all move independently of your plan.
Q: Why does my bill cover two different months?
A: Monthly service fees are billed in advance and usage is billed in arrears. An August statement usually covers August service and July usage.
Q: I added a licence mid-month — why is the charge a part month?
A: Licences added part-way through a month are pro-rated from the date they were added. Licences removed part-way through a month are not pro-rated; that month is billed in full.
Q: I paid — why does my statement still show a balance?
A: Payments made after your statement was generated appear under Payments Since Last Bill on the following month's statement. See Confirm a Payment Was Received.
Additional Information
Finding and downloading your bill
Paying your bill
Understanding specific charges
Changing your account details
If something is wrong