How do I contact customer support?
Our team is here for you! The resources below will answer most common questions, but if you can’t find the solution you’re looking for, we have live agents available to help. Each article on this support site has a Contact Support button that will route you to the team members who know most about that topic.
View FAQs
Get quick answers with our robust library of help articles and videos. Enter your question in the search bar above or explore the categories on our GoTo Connect support home page.
Ask the Community
Check out the GoTo Community to crowd source your question and read relevant posts from our product experts and other GoTo users like you. You can also join the Community to post your own questions and reply to others.
Contact our team
- Verify you have the applicable role/permissions to troubleshoot your concern (see below)
- Phone number of the account /business name
- The device(s) and user(s) impacted
- Extension number(s)
- Meeting ID
Do I have the correct role/permissions to make changes to my GoTo account?
Every user in your account has a role or permissions assigned to their profile which allows them access to specific settings in your GoTo account. Those same roles/permissions for settings apply when contacting Support.
Topics | Super admins | Admins | Members | Non-Member |
---|---|---|---|---|
Phone system changes | Has full access to the phone system and can request changes. | Has access to most aspects of the phone system except:
|
Can only make requests and changes to their own line or device. | Cannot receive information or make any changes to the account, phone system, or users. |
Troubleshoot devices | Can troubleshoot all devices. | Can troubleshoot all devices. | Can only troubleshoot their own device. If troubleshooting another device is needed, we can give instructions, but we cannot make the changes for you. | Cannot request or make any changes to the account. |
Add users | Can add people with any role/permission. | Can add other Admins and Members. | Cannot add anyone. | Cannot add anyone. |
Forms | Can sign and submit forms. | Can sign and submit forms. | Can turn in forms that have been signed by a Super admin. | Cannot turn in forms, regardless of who signed them. |
SIP Credentials | Can request SIP credentials. | Can request SIP credentials. | Cannot request SIP credentials. | Cannot request SIP credentials. |
Phone numbers | Can order new phone numbers and port/transfer phone numbers from a previous carrier. | Cannot request new phone numbers or transfer phone numbers to the account. | Cannot request new phone numbers or transfer phone numbers to the account. | Cannot request new phone numbers or transfer phone numbers to the account. |
Network | Can authorize changes to the firewall and network settings. | Cannot authorize changes to the network or firewall. | Cannot authorize changes to the network or firewall. | Cannot authorize changes to the network or firewall. |
We have an authentication process to verify your identity within your GoTo account to troubleshoot your issues. We will ask for your first and last name, and your email address to verify your GoTo user roles/permissions.
If we cannot locate a GoTo user profile for you, then we will regard you as a Non-Member until we receive authorization from a Super admin on your account.