HELP FILE

How do I verify my login for an unidentified location?

    If you are actively logged in to your account via the Web App and a login attempt is made from an unidentified location, you are immediately logged out of your account and your account will remain locked until you reset your password to unlock it.

    Once logged out, a message is displayed, "We've detected a suspicious sign-in to your account. To prevent unauthorized activity and keep your account safe, set a new password" to inform you why your account is locked. Reset your password to gain access to your account again.

    What if I can't access the inbox where the email was sent?

    You may have GoTo Connect user accounts that use generic email addresses that are not linked to an active inbox.

    Please contact support by scrolling to the bottom of this article and selecting an available contact option for further assistance.

    I haven't received the verification email. What should I do?

    If you have a valid email address with an active inbox and have not received the verification email:

    • Please be aware that it may take up to 10 minutes to reach your inbox
    • Check your spam filters – the email will be sent from customerservice@s.logmein.com

    Still not receiving it? Please contact Customer Care (by clicking a contact option at the bottom of this article) for further assistance.

    I've verified my login. Will I have to go through this verification process for future sign ins?

    Once you have verified and signed in, you can manage devices that can access your account by granting trust, which will no longer require email verification for future sign ins from your trusted devices. Learn how to manage trusted devices.