GoToConnect

Billing User Guide

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.

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?
For customers in the US —

Remit USD Checks to:
Jive Communications Inc.
PO BOX 412252
Boston, MA 02241-2252

For customers in Canada —

Remit USD Checks to:
LogMeIn Technologies Canada Ltd.
C/O Lockbox 918020
PO BOX 4090 STN A, TORONTO, ON M5W 0E9

For overnight USD checks (FEDEX and UPS only) —

Remit USD Checks to:
Jive Communications Inc (Lockbox 412252)
MA5-527-02-07
2 Morrisey Blvd, Dorchester, MA , 02125
To pay with ACH, you will need the following:
  • Account Holder Name
  • Account Number
  • Routing Number

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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. If you haven't added a payment method previously, add a new card or bank account.
  4. Turn on Autopay.
  5. Verify or change the email address used for payment confirmation. 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.
  6. 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.

Note: This option is only for your monthly statements. It is not currently available for hardware orders.
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., +787555in the US). See premium prefixes.
Outbound Minutes OveragesOutbound minutes that exceeded your service plan (.02 a minute). 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. See our international rates.
State and Local Regulatory Fees (“SLRRF”)The SLRRF charge is used to recover state and local taxes and fees which may be applicable to your service. The SLRRF is a separate line item charged in addition to a customer's monthly service costs and is subject to change from time-to-time as state and local taxes change.
Regulatory Recovery Fee (“RRF”)The RRF charge is used to recover some of the various compliance costs, expenses and administrative fees that we incur related to (i) our federal, state and locally-mandated communications reporting and regulatory compliance requirements and programs, such as the Telecommunications Relay Services (TRS) Fund; (ii) ensuring our ongoing compliance with requirements for connectivity with the Public Switched Telephone Network (PSTN) as well as managing our relationships and interoperability with our third-party telecommunication carrier partners; (iii) responding to subpoenas, civil investigation demands and other regulatory and/or law enforcement requests or investigations; and (iv) improving, managing and acquiring intellectual property and other proprietary rights used to provide our services. These fees are not taxes or charges required or assessed by any government. The RRF is a separate line item charged in addition to a customer's monthly service costs and may be subject to change from time-to-time as our costs of compliance change.
Contact CenterSubscription fee for Contact Center.
Universal Service Fee (USF)The Universal Service Fee (USF) is a charge used to recover the costs of our mandatory contributions to the Federal Universal Service Fund (FUSF).The FUSF is a U.S. government-administered program intended to help subsidize telecommunications and broadband services for those living in rural and high-cost areas and for low-income consumers, schools, libraries and healthcare facilities. The Federal Communications Commission (FCC) requires companies who offer telecommunications services to contribute a percentage of their interstate and international revenues to the FUSF. We are permitted to recover the cost of our contributions to the FUSF from our customers. FUSF contribution rates are set by the FCC on a quarterly basis and are subject to change. Therefore, the FUSF amounts collected on your invoice may also be subject to change.
RentalsCharges for equipment rented from GoToConnect.
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.Note: In Brazil, calls to mobile numbers are rounded up to the next sixth second, with a minimum of 30 seconds.
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., +787555 in the US). See premium prefixes.
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 $15 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. You must have at least 20 phones on your system to bill a device as low usage. Generally, your contract will specify the amount of low-usage devices that you are allowed. Please contact Customer Support for more information or to see if your device qualifies
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.

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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.
Contact gtcbilling@logmein.com (US based) or gtc-canadabilling@logmein.com (Canada based) to request a copy of your invoice. You can also view current and past invoices online in your billing portal.
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 payment has been sent by check or ACH, please reach out to jive-ar.us@logmein.com or call 888-532-1187 with the following information:

For check's: Check number, amount, date mailed, date the check cleared your bank and the invoice number you want to pay.
For ACH: Remittance advice with date of payment, amount, and invoices numbers you want to pay.

Please note we are unable to accept payments by phone.

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4Tax FAQ's

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You are taxed on the overall subtotal of your invoice. Click here to learn more about the line items on your bill.
Send your completed tax exemption form attached in an email to gtcbilling@logmein.com (US based) or gtc-canadabilling@logmein.com (Canada based).
You can download the W9 form here. This is for US customers only.

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5Partner FAQ's

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Please fill out this form. When you have completed it in full, send the following in an email to uspayments@logmein.com:
  • An attachment of the completed form
  • Your Partner Company Name
  • A voided check
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 partnerquestions@logmein.com. We will reply in the order your email was received.
Commission reports are sent by the 20th of every month. If you haven't received a copy by then or are in need of another one, contact partnerquestions@logmein.com with your request. Please be sure to mention which month you need.

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