Cancel my GoToAssist Remote Support v4 subscription

Your GoToAssist Remote Support v4 subscription is set to automatically renew at the end of your monthly or contract term. This article discusses how to cancel your subscription and what you should do before canceling.

If you want to cancel your GoToAssist Remote Support v4 subscription, it’s important to note that canceling will turn off your plan’s auto-renewal so it doesn’t renew at the end of the plan term, but your subscription will remain active until the term end date. You will not be issued a refund for canceling early.

For example, if you have an annual contract and you choose to cancel six months into your contract, canceling will turn off auto-renewal once your contract ends, but your plan will stay active for the remaining 6 months until that end date is reached.

To cancel a GoToAssist Remote Support v4 subscription, you must be

a billing admin OR
a product admin or an authorized billing contact (for contract accounts).

Important: GoTo is GDPR compliant. If you'd like to enable data privacy by having your account info deleted in addition to canceling your subscription, visit Privacy: Questions and Requests to learn more.

Before canceling your subscription

Before you cancel your GoToAssist Remote Support v4 plan, we recommend you do the following first:

Ensure you don’t have any outstanding balances left on your account. This may block you from canceling online.
Verify if you signed a set-term contract or a month-to-month agreement. If you have a contract, verify the contract’s set cancellation terms, any licensing constraints, and its end-date.
Unassign any licenses from your users . This ensures that no one in your company is actively using GoToAssist Remote Support v4 when you cancel.
Back up or transfer any necessary data, including user data.

Important: Once you cancel your subscription, you will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription.

Cancel your subscription in GoTo Admin

For some products, you’ll have the option to cancel your subscription online in GoTo Admin. However, if you have a contract with GoTo, you'll need to contact support if you want to cancel.

Currently, you can only cancel these product subscriptions from GoTo Admin:

GoTo Meeting
GoTo Webinar
GoTo Training
OpenVoice
GoToAssist Remote Support v5
GoToAssist Remote Support v4
GoToAssist Service Desk

For all other products, you can continue to manage your subscriptions in GoTo Admin, but if you’d like to cancel or reduce your licenses, you must contact support.

Sign in to GoTo Admin.
Select Billing from the left navigation menu.
From the Subscriptions page, select View details under the product subscription you want to cancel.
Wait for the page to fully load, then select > Cancel subscription at far right.
Answer the survey questions, then select Continue to cancellation. Alternatively, select Skip to skip the survey.
Select Cancel subscription.

If you don’t see the Billing menu or Subscriptions page in your GoTo Admin account, you may not have billing admin permissions. You can reach out to your account admin to request billing permissions, or if you’re unsure who on your account can give you those permissions, contact support.

Contact support to cancel

If you can’t cancel your subscription online in GoTo Admin, or you have a contract with GoTo, you will need to contact support.

If you have a set-term contract with GoTo (for example, a 15-month contract), you must call at least 30 days prior to your contract’s renewal date to avoid being charged for an additional term.

For a smoother experience, be prepared with the following info ahead of calling support:

Your account ID
The billing admin email address
The last four digits and billing address of the payment method used in your account
The product(s) you want to cancel

Frequently Asked Questions

Who can cancel my subscription?

Billing admins or a product admin/authorized billing contact (for contract accounts) can cancel your GoToAssist Remote Support v4 subscription. To cancel online in GoTo Admin, you must have billing admin permissions.

Why can’t I cancel my subscription online?

There are several reasons why you might not be able to cancel your subscription in GoTo Admin:

You are not a billing admin for your account.
Cancellation isn’t available in GoTo Admin for your GoToAssist Remote Support v4 subscription.
You may have outstanding balances on your account blocking you from canceling online. You can check if you have outstanding balances in GoTo Admin by going to Billing > Payments due or Invoices > Open invoices.

Can I cancel my subscription midway through my contracted term?

Yes, you can cancel your subscription at any time, either in GoTo Admin or by contacting support. However, you will still be charged for the remaining time left on your subscription plan per the Terms of Service.

Example:

If you have a monthly subscription and you cancel halfway through the month, you will still be billed for the entire month, and your subscription will remain active until the end of the month.

If you have a set-term contract (let’s say a 15-month contract), and you cancel with three months remaining on your contract, you will still be charged for the remaining three months. Your contract will also remain active until the original contract end-date.

Will I get a refund if I cancel before my contract is up?

No. GoTo has an official no-refund policy, so you will not receive a refund if you want to cancel your subscription before the end of your plan term.

How do I confirm that my subscription is canceled?

If you have a contract with GoTo, you will receive email confirmation that your subscription was canceled.

For non-contract users in GoTo Admin, you can verify a subscription is canceled in one of two ways depending on your billing experience:

Go to Billing > Subscriptions > Expired. You can find inactive subscriptions you've cancelled on this page.
Canceled products will appear under the Discover other GoTo products from Billing > Subscriptions.

If your canceled product doesn't appear under the Expired tab or under Discover other GoTo products, it could be because the plan hasn’t reached its contracted end-date. For example, if your subscription renews at the end of each month, and you cancel 15 days before the plan renews, that subscription will still be considered active until the end of the month.

I don’t remember my login info. How do I cancel my subscription?

If you can’t remember your login, you can reset your password. If you’re still unable to access your account, you will need to contact support to cancel.

What happens once I cancel my subscription?

You will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription.

How do I modify my subscription instead of canceling?

If you want to modify your subscription by downgrading your plan or removing an add-on, you'll need to contact support. However, you can purchase additional licenses, add-ons, or devices in GoTo Admin from Billing > Subscriptions > View details.

How do I delete my account data once I cancel my subscription?

Canceling your subscription will not delete any of your user or account data. However, GoTo is GDPR compliant so if you'd like to enable data privacy by having your account info deleted, visit Privacy: Questions and Requests to learn more.

Article last updated: 25 March, 2025