Troubleshooting Sign-In Issues
Troubleshooting steps for member login issues.
If you can't remember your own password and need to reset it, refer to
Reset my account password.
Step 1. Verify the user has been added to GoTo Admin
- Sign in to GoTo Admin.
- Select Users in the left sidebar and verify that the user has been added to the system.
Troubleshooting: If the user cannot be found, add the new user.
- Select the user, and verify that their Email in the Details card has been entered correctly.
Troubleshooting: If the email address has not been entered correctly, you will need to delete the user and recreate the user.
- Select the Products tab in the left sidebar and verify that the user has a GoTo Connect subscription enabled.
Troubleshooting: If the user does not have a subscription, enable the Subscription for the desired product. For detailed steps, refer to How do I manage my product licenses?
Step 2. Verify the user received a welcome email
The user should have received a welcome email within 10 minutes of account creation with steps on how to begin using the system. If the user exists on another account, they will be sent an invitation to transfer to your account.
Instruct the user to follow the steps in their welcome email.
Troubleshooting: If the user cannot locate their welcome email, have them check their junk/spam folders. You can also re-send the invitation.
What to do next: If the user is still not able to sign in, select
Contact Support.
Article last updated: 16 February, 2023
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