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GoTo Connect Billing User Guide — Australia

Answers to all of your most commonly asked billing questions.

Payment Methods

What payment methods do you accept?

Credit/Debit Cards

Credit/Debit Cards Accepted

Most major credit cards are accepted, including the following:
  • Visa
  • MasterCard
  • American Express
  • Discover

Banking Information

GoTo Technologies AUS Pty Ltd.

Currency AUD

Tax Id: 85 611 552 124

Bank Name: Bank Of America N.A.

Bank Account #: 14931024

Swift Code #: BOFAAUSX

BSB: 232001

How do I add or remove a payment method?

Before you begin: You must have the view and pay invoices permission or be assigned the Super admin role to perform this task.
  1. Sign in at https://my.jive.com/billing.
  2. From Payment Options > Add a Payment Method, choose your payment type.
    • Credit / Debit Card
    • Bank Account
  3. Enter your payment information and then select Add.

How do I change my default payment method?

Before you begin: You must have the view and pay invoices permission or be assigned the Super admin role to perform this task.
  1. Sign in at https://my.jive.com/billing.
  2. From Payment Options > Payment Settings > Payment Methods, select Default next to the method you want as your default payment method.

General Billing FAQ's

How and when do you bill?

No one likes a surprise so let's break down how and when we bill:

When?

  • If this is your first invoice, you can expect to be billed for service on the billing start date listed on your quote. This information is also listed on the PDF you were emailed upon sign-up. However, unless your billing start date is between the 1st and 5th when we regularly invoice, you won't receive the invoice until the beginning of the following month.
  • If this is a recurring service invoice, you can expect to receive a paperless invoice to your email between the 1st and 5th of each month. If you need to change who receives the invoice, see "How do I change who receives invoices and receipts?".
  • If this is a one-time hardware or DID invoice, you can expect to receive a paperless invoice to your email on the day of purchase.

How?

We do not count or charge you for usage outside of your plan (Toll-free inbound calls, international/premium outbound calls, etc.) until your billing start date. Any free months offered will begin when the contract is signed (service start date) and billing will start after the free months have been provided.

We invoice at the start of the month for that current month. This means that if anything is changed (adding/removing phone numbers, devices, etc.) after the first of each month or if your initial billing start date is after the first of the month, you will see prorated charges for those changes or for your initial days of service on the following months' invoice.

For a breakdown of each potential line item on your invoices, refer to "What do the line items on my bill mean?" below.

Examples:
  • If your billing start date is 7/15, you will have prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
  • If you have 5 devices and 3 phone numbers on your account when we bill on August 1st, then you add 2 devices and 1 phone number on August 20th, your September 1st invoice will show regular service charges for the 7 devices and 4 phone numbers now on your account as well as pro-rated charges for 2 devices and 1 phone number that used from 8/20-8/31.

How can I get a copy of my invoice?

Before you begin: You must have view and pay invoices or super admin permissions.
This option is only for your monthly statements. This option is not currently available for hardware orders.
  1. Sign in to your billing portal.
  2. From Invoices > Invoice History, select View next to the invoice you want to download.
  3. Select Download Invoice in the top right corner of the statement and choose from CSV or PDF format.
If you would like us to provide you with a copy of your invoice, select the Contact Support option in this article.

What do the line items on my bill mean?

Line Item Description
GoTo Connect – Service Charge Billable devices on your account (phones, ATAs, paging devices, etc.). are billed per extension.
Standard Phone Numbers (DID) Billable phone numbers on your account (toll-free, inbound-only, two-way, international).
Partial Charges Charges that occur if your billing start date is after the 1st of the month. For example, if your billing start date is 7/15, then you will prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
Included Minutes in Plan Minutes used within your service plan (local and long distance).
Domestic Premium Minutes Not in Plan Outbound minutes to numbers not included in your service plan or to premium prefixes (e.g., +6189 in AUS).
Outbound Minutes Overages Outbound minutes that exceeded your service plan. Extension to extension dialing is considered outbound calling.
Toll-Free Phone Numbers (DID) Inbound minutes to your toll-free numbers.
International Phone Numbers (DID) Outbound minutes to countries outside your billing address.
Contact Center Subscription fee for Contact Center.
Rentals Charges for equipment rented from GoTo Connect.
GST Services & goods are subjected to GST.

How do I pay my bill online?

Pay your bill online with a credit or debit card, or a banking account.
Before you begin: You must have the view and pay invoices permission or be assigned the Super admin role to perform this task.
  1. Sign in at https://my.jive.com/billing.
  2. From Invoices > Current Balance, select Pay Balance.
  3. Choose your payment method.
    If you haven't added a payment method previously, add a new card or bank account.
    Payment Method Description
    Card We accept the following:
    • Visa
    • Mastercard
    • American Express
    • Discover
    ACH (US only) You will need the following information to set this up:
    • Account Holder Name
    • Account Number
    • Routing Number
    Check View the billing portal for the address to send your checks.
  4. Select Submit.
    Note: We take your privacy and security seriously. We secure all payments with 256-bit encryption, and our team logs all billing activity on your account. If there is ever suspicious activity, please select the Contact Support option in this article to request these logs from our Billing Department, as they will help you verify that all access, payments, and changes were authorized.

    Result: You should see an on-screen message confirming that your payment was received. You will also see your invoice status change from Due to Paid. If your payment is declined, you can resubmit after one hour. If your services were shut off due to late payments, they will be turned on automatically once your overdue balance equals $0.00.

How do I manage the autopay setting?

Before you begin: You must have view and pay invoices or super admin permissions.
Your default payment method is charged on the 10th of each month.
  1. Sign in to your billing portal.
  2. From Payment Options > Payment Settings, choose your Default Payment Method.
  3. Enable or disable the Autopay setting.

How do I view my billed call details?

Before you begin: You must have view and pay invoices or super admin permissions.
  1. Sign in to your billing portal.
  2. From Billed Call Details, choose the Month and Year the usage occurred.
    Tip: If you are checking a particular invoice, choose the month before the invoice. For example, to view the billed call details for your February 2020 invoice, choose "January 2020".
  3. Select Download.
  4. Review your billed called details:
    Detail Description
    Source Number Phone number that initiated the call.
    Destination Number Phone number that received the call.
    Start Time (UTC+0) Time (UTC+0 time zone) the call started between the source number and destination number.
    End Time (UTC+0) Time (UTC+0 time zone) the call ended between the source number and destination number.
    Duration (sec) Total duration (in seconds) across all calls between the source number and destination number.
    Billable Minutes Total duration seconds rounded up to the nearest minute.
    Note: In Brazil, calls to mobile numbers are rounded up to the next sixth second, with a minimum of 30 seconds.
    Total Cost Total cost incurred between the source number and destination number.
    Rate Billing rate for the call type.
    Call Type
    • Inbound Toll-Free: Inbound minutes to your toll-free numbers.
    • International: Outbound minutes to countries outside your billing address. See our international rates.
    • Domestic Metered: Outbound minutes to premium prefixes (e.g., +6189 in AUS). See premium prefixes.

How do I give billing permissions to a user or user group?

Before you begin: You must be assigned the Super admin role to perform this task.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Permissions in the left navigation menu.
  3. From General > General Permissions > Who, select the user or user group that needs billing permissions.
  4. Check the necessary billing Permissions:
    Option Description
    View Invoices Users have access to view invoices for the account.
    Pay Invoices Users have access to pay invoices for the account. This permission is dependent on them having the View Invoices permission.
  5. Save your changes.
  6. Optional: To remove a user or user group, hover over the user or user group you would like to remove and then select Admin Portal Trash Icon. Save your changes.

How do I change my billing address or company name?

To change your billing address or company please select the Contact Support option in this article.
Note: If you need to change a phone number's caller id, view How do I change my caller id?

How do I change who receives invoices and receipts?

Before you begin: You must have view and pay invoices or Super admin permissions.
  1. Sign in to your billing portal.
  2. Select Payment Options > Payment Settings.
  3. To change who receives the invoice:
    1. Add an email address for Where should we email your monthly invoices?
    2. Select Add New Email to include up to 5 recipients.
    3. Choose the Main billing contact.
    4. Select Save.
  4. To change who receives the receipt:
    1. Add an email address for Where should we email your payment receipt?
    2. Select Save.
    Note: You can only send receipts to a single email address. If you need to deliver your receipts to a group, use an email alias (e.g., accounting@guthrie.com) or create an auto-forward rule in your email client.

How do I request low usage billing on a device

Request low usage billing on a device by contacting your sales representative directly or selecting the Contact Support option in this article. You must have at least 20 phones on your system to add a low usage device.

A low usage device:
  • must be specified in your contract
  • does not have meeting access
  • includes 50 "off-net" minutes per month
    Note: "Off-net" is defined as any calls that are not an extension-to-extension call.
  • will be charged per minute (example: $0.02 USD) for any extra minutes exceeding the pooled low-usage cap

Can I dispute an old invoice?

Our Terms and Conditions (view section 2.4) state that you can only dispute an invoice 15 days from the day it was issued. Unfortunately, our billing representatives will not be able to issue any credits.

How do I cancel a phone number?

If you would like to cancel a phone number, please email numbers@goto.com.

How can I cancel my services with GoTo Connect?

Our GoTo Connect team is here for you! Here are some tips on what to expect about potentially cancelling your account.

If you are considering canceling your account with us, you can use the Contact Support option in this article, but before you do that, here are a few things we want you to be aware of:
  • Only users with the Super admin role/permissions can initiate an account cancellation.
  • You’ll want to contact us at least 30 days prior to your next billing cycle to avoid service charges for the following month. We do not offer proration with cancellations.
  • If you have phone numbers on your account that you want to transfer to a different carrier, your GoTo Connect account must stay active until the transfer is complete. Typically, the number transfer process takes anywhere from 2-18 business days. The need to keep your account active could mean that you might pay for an additional month of service with us if your new carrier doesn’t complete the transfer before the beginning of the next month.
  • If you have phone numbers on your account, and you choose not to transfer those numbers to a different carrier, it is important to note they could be used in the future by a competitor.
  • We recommend you check your initial quote to see if you signed up under a contract or a month-to-month agreement. We want to do whatever we can so you'll choose to stay with us; however, if we cannot do that and you have a contract, you can work with an agent on a buyout option.

Collection FAQ's

How do I contact the Accounts Receivable Team?

If you want to contact the Accounts Receivable Team to discuss your account status, email ar-aus@goto.com or call +1 800 289 406.

How can I get a copy of my invoice?

Before you begin: You must have view and pay invoices or super admin permissions.
This option is only for your monthly statements. This option is not currently available for hardware orders.
  1. Sign in to your billing portal.
  2. From Invoices > Invoice History, select View next to the invoice you want to download.
  3. Select Download Invoice in the top right corner of the statement and choose from CSV or PDF format.
If you would like us to provide you with a copy of your invoice, select the Contact Support option in this article.

What happens if I have a past due invoice?

You must pay your past due invoices to avoid an account shut-off.

Payment reminders are sent from invoices@ar.goto.com.

You can pay your invoice from your billing portal or by selecting the link in your payment reminder email. If you need to contact the Accounts Receivable Team to discuss your account status, email ar-aus@goto.com.

How do I get access back after my service was turned off for non-payment?

You will need to pay your bill in full.

You can pay online using your credit/debit card via the self-service billing portal.

If wire payment has been sent, please email ar-aus@goto.com and share proof of payment or call + 1 800 289 406. Please note that we are unable to accept payments by phone.

Partner FAQ's

When will I receive my commission payout?

We pay commissions on the 15th of every month. There are two types:
  • Residual Commissions — These do not require payment first and will pay out the same month the customer was invoiced.
  • Upfront/One-Time/SPIFF Commissions — These require the customer to pay their invoice before commissions will pay out to you. Typically, you can expect to receive your pay out 30-45 days later, with the commission run on the 15th of that following month.
If you still haven't received your commission after this time period, please contact us at 801-980-3547 M-F 8am to 5pm MT, or send us an email at partnerquestions@goto.com. We will reply in the order your email was received.

How do I get a copy of my commission report?

Commission reports are sent by the 20th of every month. If you haven't received a copy by then or are in need of another one, contact partnerquestions@goto.com with your request. Please be sure to mention which month you need.

Article last updated: 9 October, 2023