Billing User Guide — Ireland

1Payment Methods

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What payment methods do you accept?

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.

How do I add and remove a payment method?

You must have view and pay invoices or super admin permissions.

1. Sign 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 select Add.

How do I change my default payment method?

You must have view and pay invoices or super admin permissions.

1. Sign 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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What is the billing cycle and when will my billing start?

How Billing Works:

• We bill for the current month you are in (e.g., your June 1st invoice is for all of June). If you add additional devices throughout the month, you will see prorated charges for the additional devices the following month (e.g., if you have 3 devices on June 1st when we invoice you for June and then add 2 devices on June 15th, your July bill will invoice you for the 5 devices and then show an additional charge for the 15 days in June that you had 2 more phones than what you were originally billed for).
• We bill during the 1st week of the month.
• You have 15 days to pay your bill once the invoice is sent out.
• 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.
• One time invoices for DID's or hardware are sent upon purchase date.

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.

How do I pay my bill online?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Invoices > Current Balance, select Pay Balance.
3. Choose your payment method.

Payment Method	Description
Card	We accept the following: Visa Mastercard American Express Discover
Banking Information for Wire Transfer	Bank of America Europe Designated Activity Company, Dublin Branch Beneficiary Name: GoTo Technologies Ireland Unlimited Company Currency: EUR Tax Id: IE9834481A Bank Name: Bank Of America N.A. Bank Account #: 56471025 IBAN: IE35BOFA99006156471025 Swift: BOFAIE3X

4. Select Submit.

Note: We take your privacy and security seriously. We secure all payments with 256-bit encryption.

Result: You should see an on-screen message confirming that your payment was received. You will also see your invoice status change from Due to Paid. If your payment is declined, you can resubmit after one hour. If your services were shut off due to late payments, they will be turned on automatically once your overdue balance equals $0.00.

How do I download an invoice?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Invoices > Invoice History, select View next to the invoice you want to download.
3. Select Download Invoice in the top right corner of the statement.

How do I manage the autopay setting?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Payment Options > Payment Settings, choose your Default Payment Method.
3. Enable or disable the Autopay setting.

Your default payment method is charged on the 10th of each month.

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 Changes	If you add additional devices throughout the month or your service starts within the month, you will see prorated on your invoice the following month.
Included Minutes in Plan	Minutes 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., +35384 in Ireland). See premium prefixes.
Outbound Minutes Overages	Outbound 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 Center	Subscription fee for Contact Center.
Rentals	Charges for equipment rented from GoTo Connect.
VAT	Services & goods are subjected to VAT.

How do I view my billed call details?

You must have view and pay invoices or super admin permissions.

1. Sign 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, choose January 2020.
3. Select Download.

Data	Description
Source Number	Phone number that initiated the call.
Destination Number	Phone number that received the call.
Start Time (UTC+0)	Time (UTC+0 time zone) the call started between the source number and destination number.
End Time (UTC+0)	Time (UTC+0 time zone) the call ended between the source number and destination number.
Duration (sec)	Total duration (in seconds) across all calls between the source number and destination number.
Billable Minutes	Total duration seconds rounded up to the nearest minute.
Total Cost	Total cost incurred between the source number and destination number.
Rate	Billing 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., +35384 in Ireland). See premium prefixes.

How do I give a user and user group billing permissions?

You must have super admin permissions.

1. Sign in at https://my.jive.com/pbx.
2. Select Permissions in the left sidebar.
3. From General > General Permissions > Who, choose the user or user group that needs billing permissions.
4. Check the necessary billing Permissions:

Option	Description
View Invoices	Users have access to view invoices for the account.
Pay Invoices	Users have access to pay invoices for the account. This permission is dependent on them having the View Invoices permission.

5. Select Save.
6. Optional: To remove a user or user group, hover over the user or user group you would like to remove and then select the trashcan icon and Save.

How do I change my billing address or company name?

To change your billing address or company please contact us by using the Contact Us section below.

Note: If you need to change a phone number's caller id, please refer to How do I change my caller id?

How do I change who receives invoices?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. Select Payment Options > Payment Settings.
3. Add an email address for Where should we email your monthly invoices?
4. Select Add New Email to include up to 5 recipients.
5. Choose the Main billing contact.
6. Select 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.

How do I request low usage billing on a device?

A device that is not heavily used can be billed at a discount. To see if your device qualifies, please contact us using the Contact Us section below. 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.

Can I dispute an old invoice?

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.

How do I cancel a phone number?

If you would like to cancel a phone number, please email numbers@goto.com.

How can I cancel my services with GoTo Connect?

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 us at gtc-support-en@goto.com.

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3Collection FAQ's

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How do I reach out to the Accounts Receivable Team?

If you want to contact Accounts Receivable Team to discuss your account status, contact ar-ie@goto.com or call + 1 866-956-4634.

How can I get a copy of my invoice?

You can view current and past invoices online in your billing portal. You can also contact gtc-billing-en@goto.com to request a copy of your invoice.

What happens if I have a past due invoice?

You will need to pay your past due invoices to avoid an account shut-off. Payment reminders are sent from invoices@ar.goto.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@goto.com.

How do I get my access back after it was turned off for non-payment?

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 contact ar-ie@goto.com and share proof of payment or call + 1 866-956-4634. Please note that we are unable to accept payments by phone.

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4Tax FAQ's

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Where do I send my tax exemption certificates?

Send your completed tax exemption form attached in an email to ar-ie@goto.com. A VAT 56B form is required for zero rating services.

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5Partner FAQ's

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When will my commission payout?

We pay commissions on the 15th of every month. There are two types:

• Residual 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, with the commission run on the 15th of that following month.

If you still haven't received your commission after this time period, please contact us at 801-980-3547 M-F 8am to 5pm MT or send us an email at gtc-billing-en@goto.com. We will reply in the order your email was received.

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6Contact Us

If you need more help, contact us.