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.
This article covers how to cancel your subscription for all GoTo products except the following:
If you want to cancel your GoTo 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.
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.
Important: GoTo has an official no-refund policy, so you will not be issued a refund for canceling early.
Required permissions
The following required permissions for canceling a subscription depends on the product you want to cancel and if you have a contract with
GoTo:
- GoTo Connect subscription: You must be a super admin.
- Contracts with GoTo: You must be a product admin or authorized billing contact.
- All other plans: You must be a super admin or billing admin.
Before canceling your subscription
Before you cancel your subscription and reach the end of your plan term, we recommend you do the following first:
- Ensure you don’t have any outstanding balances left on your account.
- 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 its end-date.
- Unassign any licenses from your users and devices. This ensures that no one in your company is using GoTo product(s) when your subscription ends, 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 and reach the end of your plan term, you will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the plan term ends 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 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
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 product 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 or .
Can I cancel my subscription midway through my contracted term?
Yes, you can cancel your subscription at any time. 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 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 . You can find inactive subscriptions you've cancelled on this page.
- Canceled products will appear under the Discover other GoTo products from .
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 its 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
.
How do I delete my account data once I cancel my subscription?
Canceling your subscription will not delete any of your user or account data. However,
GoTo is GDPR compliant so if you'd like to enable data privacy by having your account info deleted, visit
Privacy: Questions and Requests to learn more.
Article last updated: 14 April, 2025
