Troubleshooting Sign-In Issues
Troubleshooting steps for member login issues.
Step 1. Verify the user has been added to GoTo Admin
- Sign in to GoTo Admin.
- Select Users in the left sidebar and verify that the user has been added to the system.
Troubleshooting: If the user cannot be found, add the new user.
- Select the user, and verify that their Email in the Details card has been entered correctly.
Troubleshooting: If the email address has not been entered correctly, you will need to delete the user and recreate the user.
- Select the Products tab in the left sidebar and verify that the user has a GoTo Connect subscription enabled.
Troubleshooting: If the user does not have a subscription, enable the Subscription for the desired product. For detailed steps, refer to How do I manage my product licenses?
Step 2. Verify the user received a welcome email
Troubleshooting: If the user cannot locate their welcome email, have them check their junk/spam folders. You can also re-send the invitation.