Skip to main content

Troubleshooting & FAQ

The button is greyed out on the terms​

There are two places where you agree to terms, and in both the checkbox is the whole gate — there is nothing to scroll through first.

  • On the Terms & Conditions window that opens the App Store, tick I have read and agree to the Terms & Conditions. and Agree and continue becomes active. See Accepting the App Store terms.
  • On a plan's order summary, tick I have read and agree to the Terms & Conditions and Privacy Policy. and Activate plan becomes active (unless it is the plan you are already on). The link in that sentence opens the App Store Credits Terms on 8x8.com in a new tab. See Selecting a plan.

I installed an app and was never asked to accept its terms​

That is expected. Installing an app has no terms or beta-consent step: click Install and the app installs — or, for a paid app when your organization has no plan yet, you go straight to the Plans page. The terms that govern the App Store are the ones you accepted when your organization first opened it, and a paid plan's own terms are agreed to on its order summary.

Which App Store terms apply to my account?​

If your App Store comes to you directly from 8x8, the 8x8 App Store Terms of Use. If it comes through a reseller, the 8x8 App Store Resale End Customer Terms of Use. You do not choose — the App Store shows you the one that applies. Terms & conditions in the left sidebar always opens your account's document. See Accepting the App Store terms.

An app won't install — it says a service is required​

The app requires an 8x8 service your organization isn't entitled to (for example Contact Center, Work, or Meet). The install is blocked until that entitlement is in place. See Scopes & permissions.

I can see the App Store but can't install anything​

Installing apps and subscribing to plans requires an administrator role in the 8x8 Admin Console. A standard user can use an installed app but can't install or configure one.

Do my free credits expire?​

Yes. The 10,000 free credits you receive on sign-up expire 90 days after they're granted, and are consumed before any charges apply. The expiry date is shown with your free-credit balance in billing.

What do credits pay for?​

Credits cover usage across voice, text, and tool interactions in AI Studio.

How do I stop being charged?​

On PAYG, simply stop using AI Studio — there's no fixed fee. On Starter, cancel from Billing → Plans before your next cycle; the commitment ends at the close of the current cycle and you can re-subscribe anytime. See Invoices & billing.

Where do I see what I've spent?​

Invoices and billing history are under Billing; live credit usage is in AI Studio under Home → Credits.