How do I contact customer support?
The resources below answer most common questions. If you need further help, select Contact Support below to be taken to a form where you can enter your details.
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Contact our team
- Verify you have the applicable role/permissions to troubleshoot your concern (see below)
- Phone number of the account or business name
- The device(s) and user(s) impacted
- Extension number(s)
- Meeting ID (if applicable)
Do I have the correct role/permissions to make changes to my GoTo Connect account?
Every user in your account has a role or permissions assigned to their profile which allows them access to specific settings in your GoTo Connect account. Those same roles/permissions for settings apply when contacting Support.
| Topics | Super admins | Admins | Members | Non-Member |
|---|---|---|---|---|
| Phone system changes | Has full access to the phone system and can request changes. | Has access to most aspects of the phone system except:
|
Can only make requests and changes to their own line or device. | Cannot receive information or make any changes to the account, phone system, or users. |
| Troubleshoot devices | Can troubleshoot all devices. | Can troubleshoot all devices. | Can only troubleshoot their own device. If troubleshooting another device is needed, we can give instructions, but we cannot make the changes for you. | Cannot request or make any changes to the account. |
| Add users | Can add people with any role/permission. | Can add other Admins and Members. | Cannot add anyone. | Cannot add anyone. |
| Forms | Can sign and submit forms. | Can sign and submit forms. | Can turn in forms that have been signed by a Super admin. | Cannot turn in forms, regardless of who signed them. |
| SIP Credentials | Can request SIP credentials. | Can request SIP credentials. | Cannot request SIP credentials. | Cannot request SIP credentials. |
| Phone numbers | Can order new phone numbers and port/transfer phone numbers from a previous carrier. | Cannot request new phone numbers or transfer phone numbers to the account. | Cannot request new phone numbers or transfer phone numbers to the account. | Cannot request new phone numbers or transfer phone numbers to the account. |
| Network | Can authorize changes to the firewall and network settings. | Cannot authorize changes to the network or firewall. | Cannot authorize changes to the network or firewall. | Cannot authorize changes to the network or firewall. |
We have an authentication process to verify your identity within your GoTo Connect account to troubleshoot your issues. We will ask for your first and last name, and your email address to verify your GoTo user roles/permissions.
If we cannot locate a GoTo user profile for you, then we will regard you as a Non-Member until we receive authorization from a Super admin on your account.
