Frequently asked questions

• How can I access my invoices/credit notes online?
• How can I view my statements of account online?
• Why should I obtain an IBM User ID and password?
• What can I do with the credit notes received from IBM?
• What are the due dates and payment dates for IBM invoices?
• Who do I contact with questions or concerns about my invoices, including invoice corrections, purchase order changes or invoice copies?
• Who do I contact to change the address on my invoice?
• How can I determine the status of my account balance, including outstanding invoices and payments received by IBM?
• How can I advise IBM about a payment / remittance advice?
• What if I have an invoice question that isn't answered here?

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:

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 option 2 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.

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 submit your request online (you will need to initially register with IBM to obtain an IBM User ID and password).

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How can I view my statements of account online?

You can view your entire account statement through our Statements online application.

This online application is updated with invoices, credit notes, and payment details, either submitted or pending. 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 Team through the options available under 'We're here to help'.

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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 and the e-tools available in your country.

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

• User ID (in e-mail format, e.g. jdoe@th.ibm.com; this will be checked against IBM records to verify it is not in use by another previously registered user)
• Password (8 character minimum)
• A security challenge question and answer
• Personal information: Country of residence, language preference, first name, last name, e-mail address, daytime telephone number.
• Company information: Company name, street address, city, state or province, zip or postal code and country location (of the business address).

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

Register with IBM now

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.

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What can I do with the credit notes received from IBM?

You may use the credit notes by offsetting it with any outstanding invoices you may have with IBM. If you do not have any outstanding invoices, you may contact Customer Support Team at 1800-060-127 or +66-2-273-4299.

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What are the due dates and payment 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.

The above 30 and 60 days may be reduced in certain countries as specified in our agreements.

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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 enquiries 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).

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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. A representative will advise once the change has been completed.

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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 in Invoices On-Line. If you are a first time user, you must register to view the open and paid invoices. You can also submit a request (IBM User ID and password required).

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

Please send us your remittance advice by submitting a request using IBM’s online application, My requests (you will initially need to register with IBM to obtain an IBM User ID and password).

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

A Customer Support Team representative will be happy to assist you with your invoice enquiries. You can contact us through the options available under 'We're here to help'.

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For technical inquiries please call 1800-299-229 or

• Open a service request
• Technical support