Frequently asked questions

Invoices and payments

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How can I access my invoices/credit notes online?

You can access your invoices using our Invoices On-Line application.

There are two options available to access the application:

Option 1. Registered access: Requires your IBM User ID and password and entitlement to access information pertaining to your IBM account. You can view all your invoices/credit notes and you will have access to additional functions, like download to spreadsheet, e-mail notification of new invoices and invoice inquiry (typically with 24 hour response time).

If you already have an IBM User ID and password proceed with the first option under 'Register here', if not choose the second option to create one. (Learn more about IBM User ID and registration).

To complete the registration and authorization, you will need to follow some simple instructions that will appear on the screen.

You will receive an e-mail that will confirm your authorization to access.

Option 2. Guest access: Using a combination of your customer number, invoice number and your e-mail address you can view and print an invoice. (Please note that functions are limited and you can only view up to 3 invoices, after which you are required to register).

For further information or assistance, please contact our Customer Support OnLine Web team on 1-877-504-8930, choose option 1, or email: invoices@us.ibm.com. Monday through Friday, 08:00 am - 6:00 pm EST.


How can I view my statements of account and pay my invoices online?

You can access your statements and invoices using our Statements online application.

This online application is updated with invoices, credit notes, and payment details, either submitted or pending and allows you to pay your invoices through either a direct debit or credit card option. You can also create and print a report for a particular type of invoice (e.g. maintenance, purchase etc.), for a specified time frame.

You will need to register with IBM, where you will be asked to fill in a form to create an IBM Userid and password, chosen by you, that will be requested on access. To complete the registration and authorisation, you will need to follow some instructions that will appear on the screen. You will receive an e-mail that will confirm your authorisation to access Statements online.

For further information or assistance, please contact our Customer Support OnLine Web Team at 1-877-504-8930, choose option 2, or email: sol@ca.ibm.com. Monday through Friday, 08:00 am - 6:00 pm EST.


Why should I obtain an IBM User ID and password?

An IBM User ID and password gives you access to our web tools which can help you manage your IBM account. With your IBM User ID you can request access to various online tools, as well as raise requests in a secure environment.

Please supply the following information when registering for your IBM ID:

Accuracy and detail are very important to future online transactions and e-tool entitlement.

Note that failure to provide any of the required fields prevents the user from completing IBM Registration.

As required by local data protection regulations, you will also be required to confirm that IBM may store and use your Personal Information to contact you and to export your Personal Information outside your country of residence.


What other electronic options are available for invoice delivery?

Electronic Data Interchange (EDI) is an option also available to customers. EDI will transmit invoices electronically to you and can feed right into your inventory management and / or accounts payable systems. IBM charges no fee for electronic invoicing. If you are interested in this method contact us by calling the toll free number on the top of your invoice or by sending a note to address in the upper left corner of your invoice and we will have someone contact you regarding this option.


What other methods of payment are available?

See Payment options to find more information on available payment methods.


What are the payment terms (due dates) for IBM invoices?

Invoices are due and payable upon receipt of IBM invoice, as detailed in the IBM Customer Agreement.
In the case of quarterly invoicing (e.g. as with certain software license charges and maintenance charges), invoices are issued at the beginning of the quarter and due and payable upon receipt of invoice.
Late payment charges may apply if payment is not received by IBM within 30 days from the date of invoice or in the case of quarterly invoicing within 60 days from the date of the invoice.


What about late payment fees?

IBM charges Late Payment Fees (LPF) to customers who do not pay within the terms stated on the invoice. LPF is calculated on the bottom line total of the invoice after all taxes have been applied. LPF is not subject to any taxes.

The 'Late Payment Fee Amount' is printed on the invoice as well as a 'Late Payment Fee Effective Date'. The LPF amount will only be due if the invoice amount is not paid by the date specified.


Who do I contact with questions or concerns about my invoices, including invoice corrections, purchase order changes or invoice copies?

A Customer Support Team representative will be happy to assist you with all your invoice inquiries and you can contact us in several convenient ways. You can enquire about your invoice or view an invoice image through the Invoices On-Line application. You will need to register the first time you visit, but then just view, select your invoices and view print or submit any necessary questions or changes against the invoice.

You may also submit a request online.


Who do I contact to change the address on my invoice?

An invoice address change can be made by submitting a request online or by visiting the application Invoices On-Line. You will need to register the first time you visit, but then just view, select your invoices & submit any necessary change request. A representative will advise once the change has been completed.


How can I determine the status of my account balance, including outstanding invoices and payments received by IBM?

You can view the status of your account on invoice in Statements online. If you are a first time user, you must register with IBM to view your account status. You can also submit a request online.


Why have I been billed for a warranty replacement part?

Defective parts that are replaced while under warranty must be returned to IBM within 30 days. When parts are not returned, or if returned parts do not contain the shipping documentation sent with the replacement part, billing will occur. If you have returned the part or if you have further questions our concerns, please contact our IBM Parts Department at 1-800-263-2769. Our Parts team will be happy to assist in addressing any discrepancies.


Where do I send my invoice payment?

Information about where to mail your invoice payment is available at the top of your invoice and varies based on the location of your bill to address.


How can I advise IBM about a payment / remittance advice?

Please send us a request online.


Why did I receive an invoice for service and/or parts?

An hourly serivce invoice is billed for one of the following reasons:

1. the machine serviced does not reflect warranty or coverage through an IBM Maintenance agreement; or
2. the service provided is not covered by warranty or an IBM Maintenance agreement (example - abuse, lightning strike)


What if I have an invoice question that isn't answered here?

You can contact our Customer Support online. To allow us to better assist you, please include as much detail as possible.

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Or call us at: 1-866-880-2765

Technical requests

For technical inquiries please call 1-800-426-7378 or

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