GoTo Connect Billing User Guide — United States

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

Payment By Checks

Remit USD Checks to:

GoTo Communications Inc.

PO BOX 412252

Boston, MA 02241-2252

For overnight USD checks (FEDEX and UPS only) —

Remit USD Checks to:

GoTo Communications Inc (Lockbox 412252)

MA5-527-02-07

2 Morrisey Blvd, Dorchester, MA , 02125

ACH Payments

To pay with ACH, you will need the following:

Account Holder Name
Account Number
Routing Number

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.

Attention: Seeing something new? You may have noticed your billing portal has an updated look! We have migrated the billing portal to GoTo Admin. Our new billing portal has an improved, simplified, and modern interface with all the same familiar features you know and love! For more information about this change, please click here.

Sign in at https://admin.goto.com/accountkey/gtc-billing/.
From Payment Options > Payment Settings > Payment Methods, select Default next to the method you want as your default payment method.

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.

Sign in at https://admin.goto.com/accountkey/gtc-billing/.
From Payment Options > Add a Payment Method, choose your payment type.
- Credit / Debit Card
- Bank Account
Enter your payment information and then select Add.

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.

Sign in at https://admin.goto.com/.
Select Billing from the left navigation.
From Payment Options > Payment Settings, 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.

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.

What do the line items on my bill mean?

Line Item	Description
1. GoTo Connect – Service Charge	Billable devices on your account (phones, ATAs, paging devices, etc.). Certain devices are billed per extension.
2. Domestic Premium Minutes Not in Plan	Outbound minutes to numbers not included in your service plan or to premium prefixes (e.g., +787555 in the US). See premium prefixes.
3. International Phone Numbers (DID)	Outbound minutes to countries outside your billing address. See our international rates.
4. Standard Phone Numbers (DID)	Billable phone numbers on your account (toll-free, inbound-only, two-way, international).
5. Rentals	Charges for equipment rented from GoTo Connect.
6. Toll-Free Phone Numbers (DID)	Inbound minutes to your toll-free numbers.
7. Included Minutes in Plan	Minutes used within your service plan (local and long distance).
8. SMS Included in Plan	SMS Credits used within your service plan. SMS credits refer to an allowance provided to the account to send and receive SMS and MMS messages. A single credit accounts for on average 160 characters (not including emojis, links or pictures). SMS credits reset every month.
9. SMS Overage	SMS Credits that exceeded your service plan. The overage charge in the US is $0.0055 per SMS credit.
10. State and Local Regulatory Fees (SLRRF)	The SLRRF charge is used to recover state and local taxes and fees which may be applicable to your service. The SLRRF is a separate line item charged in addition to a customer's monthly service costs and is subject to change from time-to-time as state and local taxes change.
11. Universal Service Fee (USF)	The Universal Service Fee (USF) is a charge used to recover the costs of our mandatory contributions to the Federal Universal Service Fund (FUSF). The FUSF is U.S. government-administered program intended to help subsidize telecommunications and broadband services for those living in rural and high-cost areas for low-income consumers, schools, libraries, and healthcare facilities. The Federal Communications Commission (FCC) requires companies who offer telecommunications services to contribute a percentage of their interstate and international revenues to the FUSF. We are permitted to recover the cost of our contributions to the FUSF from our customers. FUSF contribution rates are set by the FCC on a quarterly basis and are subject to change.
12. Regulatory Recovery Fee (RRF)	The RRF charge is used to recover some of the various compliance costs, expenses and administrative fees that we incur related to (i) our federal, state and locally-mandated communications reporting and regulatory compliance requirements and programs, such as the Telecommunications Relay Services (TRS) Fund; (ii) ensuring our ongoing compliance with requirements for connectivity with the Public Switched Telephone Network (PSTN) as well as managing our relationships and interoperability with our third-party telecommunication carrier partners; (iii) responding to subpoenas, civil investigation demands and other regulatory and/or law enforcement requests or investigations; and (iv) improving, managing and acquiring intellectual property and other proprietary rights used to provide our services. These fees are not taxes or charges required or assessed by any government. The RRF is a separate line item charged in addition to a customer's monthly service costs and may be subject to change from time-to-time as our costs of compliance change.
Prorated 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.
Outbound Minutes Overages	Outbound minutes that exceeded your service plan. Extension to extension dialing is considered outbound calling.
Contact Center	Subscription fee for Contact Center.

Invoice example with numbers that correspond to line items in table.

How do I pay my bill online?

Before you begin: You must have view and pay invoices or super admin permissions.

We take your privacy and security seriously. We secure all payments with 256-bit encryption.

Sign in at https://admin.goto.com/.
From the left navigation, select Billing.
From Invoices > Current Balance, select Pay Balance.
Choose your payment method. If you haven't added a payment method previously, add a new card or bank account.

Tip: To learn about the available payment methods and/or wire transfer information, view "What payment methods do you accept?" in the section above.
Select Submit.
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 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.

Sign in at https://admin.goto.com/.
From the left navigation, select Billing.
From Invoices > Invoice History, 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.

If you would like us to provide you with a copy of your invoice, select Contact support.

How do I view my billed call details?

Before you begin: You must have view and pay invoices or super admin permissions.

Sign in at https://admin.goto.com/.
From the left navigation, select Billing.
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".
Select Download.

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 change my billing address or company name?

To change your billing address or company select Contact support.

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.

Sign in at https://admin.goto.com/.
From the left navigation, select Billing.
Select Payment Options > Payment Settings.
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.
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 or port a phone number?

If you would like to cancel a phone number, please email numbers@goto.com. If you would like to port a phone number to a different carrier, please refer to Port Existing Phone Numbers.

Note: If you cancel or port a phone number and are considering canceling your service with us, please refer to How do I cancel my account? to avoid further billing charges.

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, select Contact Support, 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

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

Payment By Checks

Remit USD Checks to:

GoTo Communications Inc.

PO BOX 412252

Boston, MA 02241-2252

For overnight USD checks (FEDEX and UPS only) —

Remit USD Checks to:

GoTo Communications Inc (Lockbox 412252)

MA5-527-02-07

2 Morrisey Blvd, Dorchester, MA , 02125

ACH Payments

To pay with ACH, you will need the following:

Account Holder Name
Account Number
Routing Number

How do I pay my bill online?

Before you begin: You must have view and pay invoices or super admin permissions.

We take your privacy and security seriously. We secure all payments with 256-bit encryption.

Sign in at https://admin.goto.com/.
From the left navigation, select Billing.
From Invoices > Current Balance, select Pay Balance.
Choose your payment method. If you haven't added a payment method previously, add a new card or bank account.

Tip: To learn about the available payment methods and/or wire transfer information, view "What payment methods do you accept?" in the section above.
Select Submit.
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.

Sign in at https://admin.goto.com/.
Select Billing from the left navigation.
From Payment Options > Payment Settings, choose your Default Payment Method.
Enable or disable the Autopay setting.

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.

Sign in at https://admin.goto.com/.
From the left navigation, select Billing.
From Invoices > Invoice History, 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.

If you would like us to provide you with a copy of your invoice, select Contact support.

Tax FAQ's

How am I taxed?

You are taxed on the overall subtotal of your invoice. To learn more about the line items on your bill, refer to What do the line items on my bill mean?

How do I submit a tax exemption certificate?

To submit a tax exemption certificate, select Contact Support.

How do I get a W9 form?

You can download the W9 form here.

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.

Equipment FAQ's

Where can I find my equipment status?

Use the Orders dashboard in the admin portal to view order details and the latest status on your equipment. For detailed steps, view How do I check my order status?

What is the equipment policy?

You have a 30 days to return a device(s) in good condition. A 25% restocking fee and provisioning fees will be applied. A credit minus the restocking fee will be sent to you as soon as the device(s) are received and verified in good condition.

Please note that all original equipment and packaging must be included when returning devices. Equipment returned with missing parts or packaging will be assessed an additional, non-refundable fee(s).

What are the equipment rental terms?

All equipment rental terms can be found here.

What is an RMA?

"RMA" means Return Merchandise Authorization. An RMA occurs when a customer returns equipment to GoTo Connect directly or to our partner for any reason.

How do I start the RMA process?

Select Contact Support to begin the RMA process.

When should I expect my credit?

Once we receive your returned device(s), our distributors will process the RMA.

After the RMA has been processed, credits take 7-10 business days.

Please note that any RMAs processed outside of the 30-day return window will be assessed an additional $6.00 non-refundable fee.

Article last updated: 9 October, 2023

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