Objective
Paying your 8x8 past-due bill to restore 8x8 services that have been suspended due to past-due payment
Applies To
- Billing
- Account Suspension
Procedure
If your 8x8 account is suspended (or placed on hold), you will immediately lose the ability to make or receive calls. When attempting an outgoing call, you will hear a message indicating your account is disabled. Furthermore, when you log into the Support Portal, a "Past Due" message will be prominently displayed.
Primary Admin needs to Log in to the Support Portal (The user must have My 8x8 and Billing access. If you do not see this tile, work with your primary admin to get My 8x8 access.)
1. Navigate to your Billing tab on the Home page to access the payment options for your 8x8 bill.
2. You will be redirected to our billing portal and the open invoice tab. Here, you can choose to pay either a single invoice or multiple invoices by selecting the checkbox next to the past due invoice line.
3. After selecting the invoices or the specific invoice you wish to pay, click the "Pay" button.
4. After clicking the "Pay Now" button, you will be redirected to the Cybersource payment page. Here, you will enter your payment information. Additionally, you can designate your card as the default payment method by checking the box at the top.
5. Please scroll down to finish entering your credit card information and indicate where you would like to receive your emailed payment receipt. Finally, click "Confirm" to process your payment for the invoice.
6. Once you click on confirm and the payment is processed, you will receive a confirmation email at the address you provided. If your services were suspended due to non-payment and you have successfully processed your payment, your services will be resumed within 15 minutes. Your Billing portal will be updated within 24 hours to reflect that invoices are closed once paid.
Reactivating Your Services in the Support Portal
Note: If your 8x8 account is suspended due to a late payment, you cannot log in to make a payment. In this situation, please use Otto, the chatbot located in the lower right corner of this page, and follow the prompts to reach Billing Support for assistance.
Once the past due balance is settled, your service is typically restored within 15 minutes.