How do I fix login issues in GoToConnect?

Follow the steps below to troubleshoot login issues on GoToConnect.

Before you begin:
Note: The email address you use for GoToConnect cannot also have a GoToMeeting license attached to it.

Step 1 Verify the user has GoToConnect access

Before you begin: You must have admin or super admin permissions.
  1. Log in at
  2. Click Users in the left sidebar and verify that the user has been added to the system. If you need to add a new user, click .
  3. Click on the user that needs access to verify that the Email field has a unique, correct email address and that Allow Web Login is toggled on.
  4. Click Devices in the left sidebar and verify that the user has an assigned device. If you need to add a device to the user, click .

Step 2 Verify the user has a registered email

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Before you begin: Before registering your email, please contact your system admin to have your login enabled on the system.
  1. Go to
  2. Complete the registration form making sure your Business Email Address matches the Email your system admin added to the system beforehand. If there is a mismatch, you will not be able to log in.
  3. Click Register.
What to do next: If the user is still not able to log in, please contact Customer Support.