GoToConnect

Billing User Guide — Germany

Everything you need for an exceptional billing experience.

1Payment Methods

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Credit/Debit Cards Accepted

Most major credit cards are accepted, including the following:
  • Visa
  • MasterCard
  • American Express
  • Discover

Updating your Payment Method

In order to stay current with the most effective data security measures, we no longer accept credit card information over the phone. You can update your payment information through our self-service options. For more information, please see "How do I change my default payment method?" below.

Making a Payment Online

If you need to make a one-time full or partial payment instantly against an already existing invoice, you can do so online using a credit/debit card via the self-service billing portal. For more information, please see "How do I pay my bill online" under General Billing FAQ's.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Payment Options > Add a Payment Method, choose your payment type:
    • Credit / Debit Card
    • Bank Account
  3. Enter your payment information and then click Add.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Payment Options > Payment Settings, choose your Default Payment Method.

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2General Billing FAQ's

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How Billing Works:
  • We bill for the current month you are in (e.g., your June 1st invoice is for all of June).
  • We bill on the 1st week of the month.
  • If your billing start date is after the 1st of the month, your invoice will show prorated charges. For example, 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.
  • You have 15 days to pay your bill once the invoice is sent out.

When Billing Starts:
  • You will be billed on the billing start date listed on your quote. You can also find this information in the PDF that is emailed to you when you sign up.
  • We will 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 begin when the contract is signed (service start date) and billing will start after the free months have been provided.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Invoices > Current Balance, click Pay Balance.
  3. Choose your payment method.
  4. Payment MethodDescription
    CardWe accept the following:
    • Visa
    • Mastercard
    • American Express
    • Discover
    Banking Information for Wire TransferBank of America Europe Designated Activity Company, Dublin Branch
    Beneficiary Name: LogMeIn Ireland UNLTD Company
    Currency: EUR
    Tax Id: IE9834481A
    Bank Name: Bank Of America N.A.
    Bank Account #: 56471025
    IBAN: IE35BOFA99006156471025
    Swift: BOFAIE3X
  5. Turn on Autopay.
  6. Verify or change the email address used for payment confirmation.
  7. Click Submit.

Note: We take your privacy and security seriously. We secure all payments with 256-bit encryption, and our team logs all billing activity on your account. If there is ever suspicious activity, these logs can be requested from our Billing Department to verify all access, payments, and changes were authorized.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Invoices > Invoice History, click View next to the invoice you want to download.
  3. Click Download Invoice in the top right corner of the statement.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Payment Options > Payment Settings, choose your Default Payment Method.
  3. Toggle Autopay on or off.
Your default payment method is charged on the 10th of each month.
Line ItemDescription
GoToConnect – Service ChargeBillable 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).
Included Minutes in PlanMinutes used within your service plan (local and long distance).
Domestic Premium Minutes Not in Plan  Outbound minutes to numbers not included in your service plan or to premium prefixes (e.g., +4915555 in Germany). See premium prefixes.
Outbound Minutes OveragesOutbound minutes that exceeded your service plan. Extension to extension dialing in house 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. See our international rates.
Contact CenterSubscription fee for Contact Center.
RentalsCharges for equipment rented from GoToConnect.
 VATThis tax is charged if the product is distributed within country.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Billed Call Details, select the Month and Year the usage occurred. If you are checking a particular invoice, choose the month before the invoice. For example, to see the billed call details for your February 2020 invoice, select January 2020.
  3. Click Download.

DataDescription
Source NumberPhone number that initiated the call.
Destination NumberPhone number that received the call.
Start Time (UTC+0)Time (UTC+0 time zone) the call started between the source numbrer and destination number.
End Time (UTC+0)Time (UTC+0 time zone) the call ended between the source numbrer and destination number.
Duration (sec)Total duration (in seconds) across all calls between the source number and destination number.
Billable MinutesTotal duration seconds rounded up to the nearest minute.
Total CostTotal cost incurred between the source number and destination number.
RateBilling rate for the call type.
Call Type
  • Inbound Toll-Free: Inbound minutes to your toll-free numbers.
  • International: Outbound minutes to countries outside your billing address. See our international rates.
  • Domestic Metered: Outbound minutes to premium prefixes (e.g., +4915555 in Germany). See premium prefixes.
You must have super admin permissions.
  1. Log in at https://my.jive.com/pbx.
  2. Click Permissions in the left sidebar.
  3. From General > General Permissions > Who, select the user or user group that needs billing permissions.
  4. Check the necessary billing Permissions:
  5. OptionDescription
    View InvoicesUsers have access to view invoices for the account.
    Pay InvoicesUsers have access to pay invoices for the account. This permission is dependent on them having the View Invoices permission.
  6. Click Save.
  7. Optional: To remove a user or user group, hover over the user or user group you would like to remove and then click the trashcan icon. Click Save.
Please download this form to request a change to your current billing address, company name or phone number information. Once you have filled out the form, email the completed document to numbers@logmein.com.

Note: There is a small fee for any CID, E911, or two-way changes.
You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. Select Payment Options > Payment Settings.
  3. To change who receives the invoice:
    • Add an email address for Where should we email your monthly invoices?
    • Click Add New Email to include up to 5 recipients.
    • Choose who is the Main billing contact.
    • Click Save.
  4. To change who receives the receipt:
    • Add an email address for Where should we email your payment receipt?
    • Click Save.

Note: You can only send receipts to a single email address. If you need to deliver your receipts to a group, use an email alias (e.g., accounting@guthrie.com) or create an auto-forward rule in your email client.
A device that is not heavily used can be billed at a discount. Please contact Customer Support for more information or to see if your device qualifies. You must have at least 20 phones on your system to bill a device as low usage. Generally, any qualified devices must be specified in your contract. If you would like to request more low usage devices than what is in your original contract, please contact gtc-billing-de@logmein.com.
Our terms and conditions state that you can only dispute an invoice 15 days from the day they were issued. Unfortunately, our billing representatives will not be able to issue any credits.
If you would like to cancel a phone number, please email numbers@logmein.com.
If you are under contract, you must finish out the length of your contract or pay a buyout fee to cancel early. Here are a few things to note:
  • You must submit your request 10 days prior to the end of the month.
  • You must be a super administrator on the account.
If you would like to cancel your contract, please reach out to our Customer Support team at gtc-support-de@logmein.com.

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3Collection FAQ's

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You must have view and pay invoices or super admin permissions.
  1. Log in to your billing portal.
  2. From Invoices, you can view your current balance and invoice history.
  3. Click View to see a detailed breakdown for a specific invoice.
You can view current and past invoices online in your billing portal. You can also contact gtc-billing-de@logmein.com to request a copy of your invoice.
If you want to contact Accounts Receivable Team to discuss your account status, contact AR-IE@logmein.com or call +49 800 181 1942.
You will need to pay your past due invoices to avoid an account shut-off. Payment reminders are sent from invoices@ar.logmein.com. You can pay your invoices by clicking on the link in the payment reminder email or from your billing portal.

If you want to contact Accounts Receivable Team to discuss your account status, please email AR-IE@logmein.com.
You will need to pay your bill in full. You can pay online using your credit/debit card via the self-service billing portal. If wire payment has been sent, please reach out to AR-IE@logmein.com and share proof of payment or call +49 800 181 1942. Please note that we are unable to accept payments by phone.

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4Partner FAQ's

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We issue commission payments in every 15 days. There are two types:
  • Residual (recurring) Commissions — These do not require payment first and will pay out the same month the customer was invoiced.
  • Upfront/One-Time/SPIFF Commissions — These require the customer to pay their invoice before commissions will pay out to you. Typically, you can expect to receive your pay out 30-45 days later.
If you still haven't received your commission after this time period, please contact us at 49 800-589-5472 M-F 9am to 5pm MT or send us an email at gtc-billing-de@logmein.com. We will reply in the order your email was received.
Commission reports are sent by the 25th of every month. If you haven't received a copy by then or are in need of another one, contact gtc-billing-de@logmein.com with your request. Please be sure to mention which month you need.

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