GoTo Connect Billing User Guide — Brazil
Important!
Your invoices will now be divided into two invoices for industry compliance reasons. One invoice for services and the other for telecommunications. Rest assured that the total price and total quantity of your services will remain the same as on your previous invoices, there will be no extra charge unless you have made contractual changes directly on your portal.
Invoice FAQ's
How do I access my boleto for payment?
All invoices are sent by email, which contains:
- A link to access your boleto in the email body
- An attachment of your invoice pdf with a link to your boleto in it
Where can I find my 2ª via do boleto for payment?
- Sign in to your billing portal.
- From Invoices, choose the invoice you want to pay.
- Select View a Boleto.
My boleto is overdue, how do I update that for payment?
There is no need to update your boletos because they will still work after the due date on your invoice.
What is a one-time invoice?
A one-time invoice is used for non-recurring charges such as the purchase of equipment, preferred phone numbers, installation, or cancellations.
What is a Telecommunication Service Invoice - Modelo 22?
The “nota fiscal 22 or Modelo 22” is an invoice for telecommunication services, also known as “Nota Fiscal de Telecomunicação.” It is the model invoice presentation for telecommunication services.
How can I access the Modelo 22, NFSe and Boleto files?
How many files will I receive with my invoice?
- Invoice
- Boleto
- NFSe - Electronic Service Invoice
- Telecommunication Service Invoice - Modelo 22
Can I choose the date that I receive my invoice or my due date?
Unfortunately, you cannot choose the day you receive your invoice. Refer to What is a one-time invoice? or How and when do you bill? for more information. However, you can choose your due date for recurring invoices from these options: the 10th, 15th, 20th, 25th or 30th of each month.
Where can I find my nota fiscal de serviços?
- Your service invoice
- A link to access your nota fiscal de serviços in the email body
- A boleto link for payment
How can I get a copy of my invoice?
- Sign in at https://admin.goto.com/.
- From the left navigation, select Billing.
- From , select View next to the invoice you want to download.
- Select Download Invoice in the top right corner of the statement and choose from CSV or PDF format.
General Billing FAQ's
How and when do you bill?
No one likes a surprise so let's break down how and when we bill:
When?
- If this is your first invoice, you can expect to be billed for service on the billing start date listed on your quote. This information is also listed on the PDF you were emailed upon sign-up. However, unless your billing start date is between the 1st and 5th when we regularly invoice, you won't receive the invoice until the beginning of the following month.
- If this is a recurring service invoice, you can expect to receive a paperless invoice to your email between the 1st and 5th of each month. If you need to change who receives the invoice, see "How do I change who receives invoices and receipts?".
- If this is a one-time hardware or DID invoice, you can expect to receive a paperless invoice to your email on the day of purchase.
How?
We do not count or charge you for usage outside of your plan (Toll-free inbound calls, international/premium outbound calls, etc.) until your billing start date. Any free months offered will begin when the contract is signed (service start date) and billing will start after the free months have been provided.
We invoice at the start of the month for that current month. This means that if anything is changed (adding/removing phone numbers, devices, etc.) after the first of each month or if your initial billing start date is after the first of the month, you will see prorated charges for those changes or for your initial days of service on the following months' invoice.
For a breakdown of each potential line item on your invoices, refer to "What do the line items on my bill mean?" below.
- If your billing start date is 7/15, you will have prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
- If you have 5 devices and 3 phone numbers on your account when we bill on August 1st, then you add 2 devices and 1 phone number on August 20th, your September 1st invoice will show regular service charges for the 7 devices and 4 phone numbers now on your account as well as pro-rated charges for 2 devices and 1 phone number that used from 8/20-8/31.
What do the line items on my bill mean?
| Line Item | Description |
|---|---|
| GoTo Connect – Service Charge | Billable devices on your account (phones, ATAs, paging devices, etc.). Certain devices are billed per extension. |
| Standard Phone Numbers (DID) | Billable phone numbers on your account (toll-free, inbound-only, two-way, international). |
| Partial Charges | Charges that occur if your billing start date is after the 1st of the month. For example, if your billing start date is 7/15, then you will prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice. |
| Included Minutes in Plan | Minutes used within your service plan (local and long distance). |
| Outbound Minutes Overages | Outbound minutes that exceeded your service plan. Extension to extension dialing is considered outbound calling. |
| Toll-Free Phone Numbers (DID) | Inbound minutes to your toll-free numbers. |
| International Phone Numbers (DID) | Outbound minutes to countries outside your billing address. View our international rates. |
| Contact Center | Subscription fee for Contact Center. |
| Rentals | Charges for equipment rented from GoTo Connect. |
How do I view my billed call details?
There were changes to my cartão CNPJ, how do I request an update?
To update your information in our system, please contact us using the Contact Support option in this article. We will need a copy of your updated cartão CNPJ.
To update your information on your Nota Fiscal de Serviços, you will need to update your CNPJ information on the prefeitura de São Paulo website.
How do I add or remove emails for future invoices?
If you need to make a change to your current email address for invoices, please contact us using the Contact Support option in this article.
How can I cancel my services with GoTo Connect?
Our team is here for you! Here are some tips on what to expect about potentially cancelling your account.
- Only users with the Super admin role/permissions can initiate an account cancellation.
- You’ll want to contact us at least 30 days prior to your next billing cycle to avoid service charges for the following month. We do not offer proration with cancellations.
- If you have phone numbers on your account that you want to transfer to a different carrier, your account must stay active until the transfer is complete. Typically, the number transfer process takes anywhere from 2-18 business days. The need to keep your account active could mean that you might pay for an additional month of service with us if your new carrier doesn’t complete the transfer before the beginning of the next month.
- If you have phone numbers on your account, and you choose not to transfer those numbers to a different carrier, it is important to note they could be used in the future by a competitor.
- We recommend you check your initial quote to see if you signed up under a contract or a month-to-month agreement. We want to do whatever we can so you'll choose to stay with us; however, if we cannot do that and you have a contract, you can work with an agent on a buyout option.
Equipment FAQ's
When should I receive an invoice for an equipment purchase?
You can expect to receive your equipment purchase invoice within 5 business days of completing the electronic signature of the equipment order.
When does my rental invoicing start?
You can expect to receive your rental invoice within 5 business days of your electronic quote signature, regardless if you have received the equipment yet or not.
Does my first rental invoice start at the same time as my service invoice?
No. Your rental invoice starts near the beginning of your setup experience. Your service invoice is sent out at the start of every month. Learn more about how and when we bill under Invoice FAQ's.
When should I receive a rental invoice?
You should receive an email with your rental invoice within the first 5 business days of the month.
Why don’t I receive a nota fiscal de serviço on my rental invoice?
Per Lei Complementar Nº 116 de 31/07/2003, rental invoices are exempt from the issuance of notas fiscais. Instead, a nota de remessa will be sent to the transportation. Once the lease term ends, and all payments are made, we will issue a DANFE de venda to help you understand your buyout option. For more information, view What is the contract length term and warranty for rentals? section.
What is the contract length term and warranty for rentals?
Rentals can have a contract term length of 1, 2, or 3 years, depending on the signed quote. All rental equipment is under warranty for the duration of the contract term.
Once your contract is over, we will continue to lease your devices. This means that you will continue receiving rental invoices and your warranty will continue.
If you want to end your lease once your contract is over, please contact us using the Contact Support option in this article. If your request is approved, you will receive a DANFE de venda for your buyout and we will no longer send you rental invoices. The device warranty will also be terminated.
Can I change my equipment for another model?
Unfortunately, you cannot change your phone model after purchase. However, if there is a manufacturer defect on any of your devices, please use the Contact Support option in this article to replace the affected device(s).
Collection FAQ's
How do I get my access back after it was turned off for non-payment?
If you have invoices that are more than 60 days overdue, your service may be deactivated for non-payment. To reactivate your service, contact us using the Contact Support option in this article and send us the proof of payment for all outstanding invoices.
You can continue to use the same boleto link on your invoice email even after the due date. To get a 2ª via do boleto, View Where can I find my 2ª via do boleto for payment?
Where can I find my 2ª via do boleto for payment?
- Sign in to your billing portal.
- From Invoices, choose the invoice you want to pay.
- Select View a Boleto.