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8x8 Support

X Series Upgrade FAQ


If you've been contacted about a pending or recently completed system upgrade to 8x8 X Series, congratulations! X Series and 8x8 Admin Console bring you a new, easier, and more intuitive way to manage your users and services. Check out the answers to some common upgrade process questions below.

Frequently Asked Questions

What does this upgrade mean to me?

8x8 is in the process of upgrading all customers that are currently on our legacy Classic system to our latest X Series platform. This will enable us to continue to bring you better performance, new features, security enhancements, and other benefits.

This upgrade includes the following:

  • A new phone system admin portal with a modern, simple-to-use layout
  • The relocation of all billing settings in a separate portal, accessible from your Application Panel
  • Shorter and easier-to-read bills, with individual service items displayed within bundled Licenses

How much will this upgrade cost? 

This important upgrade is provided at no additional cost to you.

8x8 is currently rolling these upgrades out across its user base still on the Classic platform. Unfortunately, we are unable to pinpoint a specific time or window within which your particular upgrade will take place. The process of upgrading, however, should be short and minimally impacting.

How long will the upgrade take?

Once begun, the upgrade itself will take about 15 minutes.

Can I opt out of this upgrade? 

No, opting out of the system upgrade is not an option as it is imperative to being able to continuously improve, secure, and support your 8x8 services.

Can I change the date of my upgrade? 

No, we are unable to pinpoint and alter the date and time of your upgrade.

Will there be any service disruption during or after this upgrade? 


Ahead of and for the duration of the system upgrade process (about 15 minutes), your 8x8 system administrator portal (Account Manager) will be inaccessible. Administrators logged in at time of portal lockout will be automatically logged out. At the conclusion of the upgrade, you will have access to your new portal, 8x8 Admin Console.

Please review notification emails approaching your upgrade for the scheduled date and time Account Manager will become inaccessible ahead of your upgrade. 

Your 8x8 services will otherwise continue to function and be available as normal.

  • Active calls during the system upgrade will stay connected.
  • Your non-admin users will not notice this upgrade.
  • There will be no changes or impact to your call flow setup.
  • There will be no changes or impacts to Work for Desktop or Work for Mobile.

Will all of my 8x8 accounts be upgraded?

If you are the admin for multiple 8x8 accounts, you may not see all of those accounts listed in your upgrade notice email. The remainder of your accounts will get upgraded when eligible. Please expect another email notification for the rest of your accounts soon.

8x8 Admin Console may look different, but all the functionality you had before is still present. For more details on what's changed, review our guide on the X Series Upgrade Impact.

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