product icon

How do I fix login issues on the app?

Troubleshooting steps for user login issues.

If you can't remember your own password and need to reset it, refer to I forgot my account password, how do I reset it?.
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. The article below is meant for admins who use PBX Administration (classic) at If you're an admin who uses GoTo Admin at, refer to Troubleshooting Sign-In Issues.
Before you begin:
Note: The email address you use for GoTo Connect cannot also have a GoTo Meeting license attached to it.

Step 1. Verify the user has been added to GoTo Connect

Before you begin: You must be assigned the Admin or Super admin role to perform this task.
  1. Sign in to PBX Administration (classic) at
  2. Select Users in the left sidebar and verify that the user has been added to the system.

    Troubleshooting: If you can't locate the user, add the new user.

  3. Select the user that needs access, to verify that the Email field has a unique, correct email address and that Allow Web Login feature has been enabled.
    Allow Web Login setting
  4. Select Devices in the left sidebar and verify that the user has an assigned device.
    User assigned to a device view

    Troubleshooting: If the user does not have a device assigned, select Add Device.

Step 2. User registration

  1. Instruct the user to go to
  2. They will need to complete the registration form making sure their Business Email Address matches the Email that was added to the system beforehand. If there is a mismatch, they will not be able to sign in.
  3. Select Register.
What to do next: If the user is still not able to sign in, please use the Contact Support option in this article.
Article last updated: 17 February, 2023