GoTo Connect Billing User Guide — Australia
Payment Methods
What payment methods do you accept?
Credit/Debit Cards
Credit/Debit Cards Accepted
- 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?
- Sign in at https://admin.goto.com/accountkey/gtc-billing/.
- From , choose your payment type.
- Credit / Debit Card
- Bank Account
- Enter your payment information and then select Add.
How do I change my default payment method?
- Sign in at https://admin.goto.com/accountkey/gtc-billing/.
- From , select Default next to the method you want as your default payment method.
How do I manage the autopay setting?
- Sign in at https://admin.goto.com/.
- Select Billing from the left navigation.
- From , choose your Default Payment Method.
- Enable or disable the Autopay setting.
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.
- 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?
- Sign in at https://admin.goto.com/.
- From the left navigation, select Billing.
- From , select View next to the invoice you want to download.
- Select Download Invoice in the top right corner of the statement and choose from CSV or PDF format.
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.). Certain devices 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). See premium prefixes. |
| 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. See our international rates. |
| 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?
How do I view my billed call details?
How do I give billing permissions to a user or user group?
- Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
- Select Permissions in the left navigation menu.
- From , select the user or user group that needs billing permissions.
- 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 have the "View Invoices" permission. - Save your changes.
- Optional: To remove a user or user group, hover over the user or user group you would like to remove and then select
. Save your changes.
How do I change my billing address or company name?
How do I change who receives invoices and receipts?
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.
- 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 or port a phone number?
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.
- 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 Customer Payment Support?
If you want to contact the Customer Payment Support 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?
- Sign in at https://admin.goto.com/.
- From the left navigation, select Billing.
- From , select View next to the invoice you want to download.
- Select Download Invoice in the top right corner of the statement and choose from CSV or PDF format.
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?
- 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.
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.