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Contact 8x8 Technical Support
8x8 Support

Contact 8x8 Technical Support

Overview

If you are unable to find answers here in the 8x8 Support Knowledge Base, you can contact us via any of the methods below.

8x8 Technical Support is available to our business customers 24 hours a day via web casechat, and phone!

Eligible Services

Customers of the services listed below qualify for live assisted support.

  • 8x8 X Series (excluding 8x8 Express)
  • 8x8 Editions
  • Virtual Office Classic
  • 8x8 Contact Center Standalone
  • 8x8 ContactNow
  • 8x8/Packet 8x8 Residential Services*

* 8x8/Packet 8 Residential Customers: Please contact 8x8 by phone. When your case is created, you will receive email notifications at the email address on file in your account. You may correspond on cases by replying to those emails.

Ask Otto!

The fastest way to get help with any 8x8 product or service question is to ask Otto, our AI-powered Virtual Assistant. Otto is available in the bottom right-hand corner of this Knowledge Base site, as well as in the 8x8 Customer Portal (My 8x8).

Otto is great at helping with most issues -- and when it can't, it will connect you to an expert who can!

When Otto can't help, here's all you have to do:

  1. When Otto asks if the answer provided was helpful, click No.
  2. When Otto asks if you'd like to contact someone in 8x8 Support, click Yes.
  3. Follow the subsequent prompts to connect with a live agent, create a case online, or even get a callback.

Note: Escalation to live support from Otto is available to 8x8 customers only. Your path to the best help via Otto may be different depending on what 8x8 services you use and where you're accessing from (the Knowledge Base or the Customer Portal). Click here for detailed steps and support options via Otto.

Create a Case

You can easily create a Support case 24 hours a day through the 8x8 Support Knowledge Base. Click Get Support in the upper right corner to begin creating a new case.

ContactNow Customers: Please see instructions here to access your Support portal.

  1. Log into your 8x8 Application Panel.
  2. Click My 8x8.
  3. Click Support.
  4. Click Create New Case, on the right-hand side of the page (just above where your cases are listed).
    Screen Shot 2020-03-11 at 9.33.06 AM.png
  5. Fill in the Case Form presented.Screen Shot 2020-03-11 at 9.35.49 AM.png
  6. Click Submit Case.

You will be provided with a Case ID, and 8x8 Support will reach out for more information if necessary.

At any time while the case is open, you may view your cases and add additional information.

Note: If you are experiencing multiple issues, please create a separate case for each issue. Cancellation requests must be made over the phone.

Chat With Us

Want to chat? On any page in the Knowledge Base, click the 8x8 Virtual Assistant icon to see if our chatbot can help. If a satisfactory answer is not available, you'll have the option to connect with 8x8 Chat Support.

To chat about an existing case, view the case and click Chat About This Case.

Please ensure your browser allows pop-ups to use Chat About This Case.

Call Support

With municipal COVID-19 response measures implemented at our various center locations, in order to manage our support capacity to provide the most efficient service, we are only providing phone support for system-down or severity 1 issues. For all else, please try our Virtual Assistant or click here to create a case, and someone will get back to you within 24 hours. (Click here for complete instructions.)

If you are contacting us in reference to an existing support case, please have your Case ID Number ready. In order to provide you with the utmost security, account questions and change requests will require your passphrase.

US

  • From within the US: 1-888-898-8733
  • Outside the US: 1-408-687-4120

Non-US Regional

  • Australia: +61 1300 088 917 (+61 1800 648 574)
  • New Zealand: +64 (0)800 452 545
  • UK: +44 207 096 6060
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