IBM Support

IBM Orders and Invoices: FAQ

Customer Support - FAQs

Orders & Invoices


Why should I obtain an IBMid?

An IBMid gives you access to our online tools.

How do I get help with my IBMid?

For help with your IBM id, visit the IBMid help desk.

Here you will find answers to such questions as how to reset your password or how to delete your IBMid and more.

How do IBM suppliers contact Accounts Payable?

If you are an IBM supplier, and you wish to contact our Accounts Payable department, visit the IBM Global Procurement - Suppliers web page.

How do I contact IBM Global Financing?

General contact options and information can be found on the IBM Global Financing web page.

Where can I find information and get help around IBM Cloud support?

Log in to IBM Cloud for general information.
For help on a specific problem, open an IBM Cloud support ticket.

How do I get a copy of my contract?

How do I terminate my software license contract?

License termination rules vary depending on the software: Passport Advantage software licenses are pre-paid one-time charge and they do not require cancellation.
Auto-renewal of these contracts will be automatically cancelled after 59 days if no payment is received.
Recurring monthly licenses: submit an online request to alert us of a cancellation requirement and include:

  • Customer number
  • Name
  • Phone number
  • E-mail address
  • Request for discontinuance

IMPORTANT: ALL copies of Software must be destroyed per cancellation process and confirmation of this must be included in the notification. You are required to provide 30 day notification unless your installed machine has also been removed from use.

How do I terminate or make changes to coverage on my maintenance contract?

Submit an online request quoting your contract number and your contact details.

  • You may terminate Services for an Eligible Product on 60 days written notice if you permanently remove it from productive use within your Enterprise. Otherwise Services must be under contract for at least one year.
  • On a multi-year contract, if you choose to terminate Services not being removed from use and not being replaced by equivalent services, you may do so by providing IBM 60 days written notice and paying and adjustment fee equal to the charges for a number of months equal to the number of years in the Transaction Contract Period.

How do I view my orders online?

Hardware and Software orders can be followed through Order Status Online.

  • Contact your IBM Business Partner for the status of orders you have placed through them.

How do I find technical support for a product?

Visit IBM Support and type your query in the search box to begin.

What do I do if I require a machine to be serviced and my machine is not covered by a IBM maintenance contract?

Service performed on equipment without maintenance coverage is billable for parts and labor.

Contact technical support to log a fault call.

  • If you have been advised that your equipment does not have maintenance coverage and you would like to query this, verify the machine type and serial number of your machine and submit an online request.

How do I add, renew or discontinue services to my maintenance contract?

Submit an online request to update your maintenance contract.

  • Provide as much detail as possible including your contract number, machine type, and serial number.

Who do I contact with questions about inventory or maintenance coverage?

Submit an online request to get the status of your inventory or your maintenance coverage.

  • Provide as much detail as possible including your contract number, machine type, and serial number.

Where can I check to see if my machine is under warranty?

Check your warranty status by performing an online warranty lookup with your product type and serial number.

How do I get a copy of my maintenance contract or a list of machines covered under maintenance or warranty?

Submit an online request.

  • Provide as much detail as possible including your contract number, machine type, and serial number.

How do I report equipment that is returned to IBM or sold to another business?

To report a transfer of machines returned to IBM as a lease machine return; or sold to another business, provide the following information:

  • Customer Number
  • Company Name
  • Machine Type
  • Machine Model
  • Machine serial numbers
  • New purchaser and their location and date when the machine was sold
    • If it is a leased machine, returned to IBM Global Finance (IGF), provide the date of return and the IGF quote number (if known).
  • Reason for transfer of ownership.
    Note: A month's notice is required for maintenance related charges.

The requested information will help us determine the last day of charge to your customer number.

Submit an online request with above information.

Where can I get help on recycling?

Review details about the IBM Product Take Back for Recycling program for more information about product recycling and waste electrical and electronic equipment (WEEE).

How do I get software license keys for my machine?

Contact our Key Management Service Center for information on software license keys.

How can I find out more about my software products available from Passport Advantage?

Visit the Passport Advantage website to find out what products are available.

How can I get support for my Maintenance contracts? (United States only)

Open a request with the IBM Technical Support Services (TSS) team.

  • When working through the drop down options, be sure to select Maintenance contract and/or inventory changes.
  • Review the Maintenance and Annuities Service User Guide (1.4MB) for details on creating, updating, and viewing these requests.

How can I access my invoices/credit notes online?

You can access your invoices using our Invoices tool.

Where do I send my invoice payment?

Payments can be made by bank transfer, bank receipt or check quoting our invoice number(s).

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

IBM invoices are due upon receipt, as detailed in the IBM Client Relationship Agreement and as stated in the payment terms on your invoice.

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

An invoice address change can be made by submitting an online request .

How can I get help with credit card Invoices/Payments?

Use the Manage Payment Method application to register a new card, update an existing card and/or remove a card.

  1. Open the Manage Payment Method application
  2. Log in with your IBM id and password.
  3. Select one of the following options.
    Note: In all 3 options you will need to click the Save button and then the Done button. A confirmation that the credit card information was updated will display once complete.
    1. Register a new card: There is a link to register a new card at any time.
    2. Update an existing card: Click on the link to the credit card itself under preferred payment methods and update expiry date etc.
    3. Remove card: There is a "Remove" link beside each Credit Card which allows you to remove specific card(s)  

How can I update my credit card information for Cloud Products?

Updating your credit card is just like adding a new one.

  1. Go to the Payments page in the IBM Cloud console.
  2. In the Add Payment Method section, enter the billing information for your new card, and click Add credit card.
  3. To switch to a different payment method, select Pay with Other, and click Submit change request. A support case to change your payment method is then created for you.

If your payments are managed outside of the console, go to IBM.com and log in to the Manage Payment Method application to update your credit card.

For more information, see How do I add a credit card when the option isn't available through the console?

Why did my credit card fail at the moment of the transaction?

If the credit card transaction failed, it could be for one of the following reasons:
  1. Credit card expired.
  2. Charge denied.
  3. Credit card information has been wiped.
    • After 18 months (per business controls) IBM wipes customers' credit card information.
If you continue to face issues, open a case at

What other electronic invoice delivery options are available? (Select countries only)

Australia, Canada, Italy, New Zealand, United States

e-Invoicing - Electronic Data Interchange (EDI)

How it works

  • EDI integrates with your existing supplier network including Ariba, Tungsten and others (Italy INTESA) *.
  • EDI also supports several message formats including cXML, RosettaNet, EDIFACT, EDI X12 and PEPPOL UBL as well as multiple transport mechanisms such as HTTPS and VAN - with and without digital signatures.
    * Note: enabled supplier networks vary by country

How to get started

  • Use one of the contact options and our electronic invoicing expert will contact you.

Austria, Belgium, Denmark, France, Germany, Netherlands, Norway, Portugal, Serbia, Spain, Sweden, Switzerland, United Kingdom

e-Invoicing - Digitally signed PDF invoice (ePDF)

How it works

  • With the ePDF solution, you will get IBM invoices and credit notes digitally signed and delivered as email to a designated email address within your company. The ePDF is an exact mirror image of the current paper invoice.
  • Because it uses open industry standards, ePDF integrates with your existing supplier network including Ariba, Tungsten and others*.
  • ePDF also supports several message formats including cXML, RosettaNet, EDIFACT, EDI X12 and PEPPOL UBL as well as multiple transport mechanisms such as HTTPS and VAN - with and without digital signatures.
    * Note: enabled supplier networks vary by country

How to get started

  • Use one of the contact options and our electronic invoicing expert will contact you.

Who should I contact if am a tax exempt customer, but received an invoice with taxes? (Canada & United States only)

A valid Tax Exemption Certificate needs to be provided to your Accounts Receivable Representative or Customer Support Representative by submitting an online request.

How can I submit a Purchase Order? (Canada & United States only)

Email your purchase order to .

What methods of electronic payment are available? (Canada & United States only)

Solution depends on country: submit an online request with your questions.


United States - e-Pay

By taking advantage of automated electronic payments, you save time and money.

e-Pay through Invoices

Pay your invoices by credit card or automated clearing house (ACH) using the Invoices web application. Viewing and paying your invoices using this secure method is fast and efficient.

When you use e-Pay to pay your IBM invoices, you'll be able to:

  • Manage when and how your invoices are paid using a credit card or automated clearing house (ACH) options
  • Receive a 0.25% discount when you pay within 15 calendar days of the invoice date using ACH payments
  • Accelerate payment tracking and reconciliation by using the reporting capability to post e-Payments to your ledger.

  • Credit Card payments must be made within 20 calendar days of invoice date. The per invoice limit is $99,999.99 US.
  • The per invoice limit for the ACH payment method is $9,999,999 US.
  • Credit Cards cannot be used to pay IBM Global Financing - Lease invoices, however the ACH payment method can be used. The 0.25% discount does not apply to these invoices.

More electronic payment processes and methods

IBM supports several other electronic payment methods outside of the Invoices application including direct debit, credit card and purchase card (P cards). If desired, you can even vary the payment method by invoice type. If the following details don't adequately address your questions, you can contact your Accounts Receivable Representative for answers to your specific questions.

Electronic funds transfer


Canada - e-Pay

IBM Canada offers you several options to pay your invoices.

Direct debit for recurring invoices

Direct debit payments authorize IBM to initiate an electronic bank debit entry to automatically transfer payments at a pre-set time. You will still receive an invoice for review prior to the payment date.

Direct debit eliminates your need to issue a check, reduces manual processing and ensures you do not incur late payment fees. Implementing direct debit is quick, easy and automates monthly payments.

Enroll for direct debit payments
Complete and sign the authorization form and provide us with a voided check. Contact your IBM Global Financing (IGF) representative to obtain the form.

Set it up
Once we receive your form and voided check, your bank routing and account numbers will be stored with your customer number(s) and payment timing in a confidential, secured database.

Process your invoices
Each month before the due date, you will receive invoices for review. These invoices will include your products and services, the billing period and other information related to the charges along with the date the automated debit will occur.

Execute your payments
On the payment date, our accounts receivable system receives your banking information from the confidential, secured database and transfers the appropriate record to our bank. Our bank then communicates electronically with your bank and the funds are transferred from your account to our account, paying the invoice.

Update your automatic payment
If you wish to update your banking information, just provide us with an updated, voided check and we will ensure your banking information is updated in the confidential, secured database.

Fix direct debit payment failure
If for any reason the automatic payment process fails, the IBM Customer Support Representative responsible for your account will contact you to make other payment arrangements.

Electronic Funds Transfer (EFT)

Paying your invoices using EFT enables you to directly transfer payments into an IBM account. Unlike direct debit, EFT requires you to initiate this transaction each time payments are due.

However, it allows you to combine multiple invoice payments into one transaction. It also eliminates the need to manually create and mail checks, along with the delay and loss risks associated with this process.

To perform your initial EFT transaction, you will need to have our banking information including bank name, branch address, transit number and account number.

We encourage you to make payments in the same currency as your invoice wherever possible. For each wire transfer payment, send us your confirmation either by

Payment by check

Hard copy checks should be made payable to: IBM Canada Ltd.

Send mail to one of the following locations:

TORONTO

IBM Canada Ltd.
P.O. Box 5100 Station F
Toronto, Ontario, M4Y 2T5

VANCOUVER

IBM Canada Ltd.
P.O. Box 34030
Vancouver, B.C., V6J 4M1

MONTREAL

IBM Canada Ltd-M2108
C.P.11572, Centre-Ville
Montréal (QC) H3C 5N7

When paying by check, include details of invoices or credits along with your customer number.

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