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Error When Attempting to Contact Support or View Cases in the Support Portal (My 8x8)
8x8 Support

Error When Attempting to Contact Support or View Cases in the Support Portal (My 8x8)

 

Symptom

When attempting to access the 8x8 Support Portal (My 8x8) either via the 8x8 Support Knowledge Base, through a link in a case notification email, or when clicking My 8x8 from your Application Panel page at https://sso.8x8.com, you encounter one of the following:

  • A REGISTRATION_HANDLER_ERROR message:
    CM Registration Handler Error-400x267.png
  • A message that https://8x8.force.com is down for maintenance:
    force-fot-com-maintenance.png
  • A message that states We can’t log you in because of an authentication error.
    My8x8 authentication error.PNG

Applies To

  • 8x8 Support Portal (My 8x8)
  • Login Error

Resolution

Ensure Affected Users Have the Right Role

On 8x8 X Series, the My 8x8 Admin role is required to access the 8x8 Support Portal (My 8x8). Learn more here.

Contact 8x8 Support

If you are a direct 8x8 business or residential customer experiencing this issue and are sure that proper roles are applied to the affected user(s), please contact 8x8 Support via Otto, our Virtual Assistant. You can elect to chat with a live agent or receive a callback.

If you purchase your 8x8 services through a wholesale reseller: Please contact your reseller for assistance with technical support and account management.

Cause

Direct or Non-Wholesale 8x8 Business Customers

For all 8x8 business service users who purchase service directly from 8x8 or through a non-wholesale partner, this is an intermittent issue typically related to one of the following:

  • The My 8x8 Admin role is not assigned to the impacted user(s) in 8x8 Admin Console. Learn more here.
  • Data sync issues following individual username changes (especially primary administrator changes). This is correctable with 8x8 Technical Support assistance.

Customers of Wholesale Partners

For all 8x8 business service users who purchase 8x8 service from a wholesale reseller, access to the 8x8 Support Portal (My 8x8) is currently restricted. Please contact your reseller for assistance with technical support and account management.

How do I know if my reseller is a wholesale partner of 8x8?  Your bills and bank charges for 8x8 service will name your reseller, not 8x8.

8x8/Packet 8 Residential Service Customers

For all residential service customers, access to the 8x8 Support Portal (My 8x8) is not provided on your service. To create a new Support case, please contact 8x8 via Otto, our Virtual Assistant. When your case is created, you will receive email notifications at the email address on file in your account. You may correspond to cases by replying to those emails.