Cancel my GoTo Connect subscription

Your GoTo Connect subscription is set to automatically renew at the end of your monthly or contract term. This article discusses how to cancel your subscription and what you should do before canceling.

If you want to cancel your GoTo Connect subscription, it’s important to note that canceling will turn off your plan’s auto-renewal so it doesn’t renew at the end of the plan term, but your subscription will remain active until the term end date. You will not be issued a refund for canceling early.

For example, if you have an annual contract and you choose to cancel six months into your contract, canceling will turn off auto-renewal once your contract ends, but your plan will stay active for the remaining 6 months until that end date is reached.

To cancel a GoTo Connect subscription, you must be

a billing admin OR
a product admin or an authorized billing contact (for contract accounts).

Note: We are GDPR compliant – ask our support team how you can enable data privacy by deleting your account.

Before canceling your subscription

Before you cancel your GoTo Connect plan, we recommend you do the following first:

Ensure you don’t have any outstanding balances left on your account. This may block you from canceling online.
Verify if you signed a set-term contract or a month-to-month agreement. If you have a contract, verify the contract’s set cancellation terms, any licensing constraints, and it’s end date.
Unassign any licenses from your users or devices. This ensures that no one in your company is actively using GoTo Connect when you cancel, and no important devices are lost.
Back up or transfer any necessary data, including user data and phone numbers. Phone number transfers can take anywhere from 2-18 business days, and your account must stay active to complete your number transfers.

Important: Once you cancel your subscription, you will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription. If you don’t transfer your phone numbers before your account is canceled, those numbers will be transferred to a different carrier and could be used by a competitor.

Contact support to cancel

If you can’t cancel your subscription online in GoTo Admin, or you have a contract with GoTo, you will need to contact support.

If you have a set-term contract with GoTo (for example, a 15-month contract), you must call at least 30 days prior to your contract’s renewal date to avoid being charged for an additional term.

For a smoother experience, be prepared with the following info ahead of calling support:

Your account ID
The billing admin email address
The last four digits and billing address of the payment method used in your account
The product(s) you want to cancel

Frequently Asked Questions

Do I need to cancel my free trial?

No, you do not have to cancel a free trial, you only need to wait for the trial to expire.

Who can cancel my subscription?

Billing admins or a product admin/authorized billing contact (for contract accounts) can cancel your GoTo Connect subscription. To cancel online in GoTo Admin, you must have billing admin permissions.

Why can’t I cancel my subscription online?

There are several reasons why you might not be able to cancel your subscription in GoTo Admin:

You are not a billing admin for your account.
Cancellation isn’t available in GoTo Admin for your GoTo Connect subscription.
You may have outstanding balances on your account blocking you from canceling online. You can check if you have outstanding balances in GoTo Admin by going to Billing > Payments due or Invoices > Open invoices.

Can I cancel my subscription midway through my contracted term?

Yes, you can cancel your subscription at any time, either in GoTo Admin or by contacting support. However, you will still be charged for the remaining time left on your subscription plan per the Terms of Service.

Example:

If you have a monthly subscription and you cancel halfway through the month, you will still be billed for the entire month, and your subscription will remain active until the end of the month.

If you have a set-term contract (let’s say a 15-month contract), and you cancel with three months remaining on your contract, you will still be charged for the remaining three months. Your contract will also remain active until the original contract end-date.

Will I get a refund if I cancel before my contract is up?

No. GoTo has an official no-refund policy, so you will not receive a refund if you want to cancel your subscription before the end of your plan term.

How do I confirm that my subscription is canceled?

If you have a contract with GoTo, you will receive email confirmation that your subscription was canceled.

For non-contract users in GoTo Admin, you can verify a subscription is canceled in one of two ways depending on your billing experience:

Go to Billing > Subscriptions > Expired. You can find inactive subscriptions you've cancelled on this page.
Canceled products will appear under the Discover other GoTo products from Billing > Subscriptions.

If your canceled product doesn't appear under the Expired tab or under Discover other GoTo products, it could be because the plan hasn’t reached it's contracted end-date. For example, if your subscription renews at the end of each month, and you cancel 15 days before the plan renews, that subscription will still be considered active until the end of the month.

I don’t remember my login info. How do I cancel my subscription?

If you can’t remember your login, you can reset your password. If you’re still unable to access your account, you will need to contact support to cancel.

What happens once I cancel my subscription?

You will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription.

How do I modify my subscription instead of canceling?

If you want to modify your subscription by downgrading your plan or removing an add-on, you'll need to contact support. However, you can purchase additional licenses, add-ons, or devices in GoTo Admin from Billing > Subscriptions > View details.

Article last updated: 3 March, 2025