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 ont 1-877-504-8930, choose option 2, or e-mail: invoices@us.ibm.com.


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 an IBM User ID and password you can request entitlement to various e-tools such as Order Status OnLine and Invoices On-Line. Learn more about registration.

Please supply the following information when registering for your IBM User 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 methods of electronic payment are available?

See more information on invoices and payments to find acceptable methods of electronic payment.


What other electronic options are available for invoice delivery?

Electronic Data Interchange (EDI) is an option also available to customers.


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

Most invoices, with the exception of IBM Global Finance (lease) invoices which has a 30 day term, are due upon receipt, as stated in the IBM Customer Agreement. You will have to pay at the latest on the due date, as shown on the invoice. In all cases, the payment due date is shown on the bottom of the invoice.


What about late payment fees?

IBM charges late payment fees to customers who do not pay within the terms stated on the invoice. The fee is calculated on the bottom line total of the invoice after all taxes have been applied. Late payment fees may be subject to taxes depending on the local jurisdiction. Any applicable taxes will be included on the late payment fee amount.

The 'late payment fee amount' is printed on the invoice as well as a 'late payment fee effective date'. The 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 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 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 using our online application My requests (you will initially need to register with IBM to obtain an IBM User ID and password).


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

An invoice address change can be made by submitting a request (IBM User ID and password required) 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. An IBM 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 invoice by submitting a request online.


Why did I receive an invoice for service repair?

An invoice for service repair and parts has been submitted because:

  1. the machine serviced does have warranty or contracted maintenance coverage or
  2. the service required falls outside of the terms of the Warranty or Maintenance agreement (example - abuse, lightning strike, hours of contracted service).

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 on 800-388-7080 option 2, then option 1. Our Parts Support team will be happy to assist in addressing any discrepancies.


Where do I send my invoice payment?

Information on 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. If you have any questions please contact your IBM Accounts Receivable representative.


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

You may submit an online request using My request (you will need to initially obtain an IBM User ID and password). To allow us to better assist you, please include as much detail as possible.

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