GoToAssist Billing User Guide
Payment Methods
What payment methods do you accept?
Credit/Debit Cards
Credit/Debit Cards Accepted
- Visa
- MasterCard
- American Express
- Discover
Check and Bank Transfers
Please refer to this remittance table and choose your region for bank and check remit information.
How do I change my payment method?
- Select edit next to the payment method you'd like to change. If applicable, enter your VAT Number and select Apply.
Invoice FAQs
How do I access my invoices?
- Select the Invoice Number to view.
How do I verify my email address to view my past due invoices?
- Select this link in the emailed statement.
- Enter your billing contact email address on the authorization page.
Note: Your account may have more than one billing contact assigned.
- Select Verify.
Result: Once successfully verified, you will be redirected to your open invoices to take action.
Can I dispute an old invoice?
Our Terms and Conditions (view section 2.4) state that you can only dispute an invoice 15 days from the day it was issued. Unfortunately, our billing representatives will not be able to issue any credits.
General Billing FAQs
Who is the billing contact for my account?
The billing contact for your account can be determined by asking your admin. If you think you might be the billing contact you can check by attempting to access the Billing Center. If you are an admin or super admin, you can check your admin portal to determine if you are also the billing contact for your account.
Check in the Billing Center
- If successful, then yes, you are the billing contact for your account.
- If you see the error message "You seem to have landed in the wrong place." , then either you are not the billing contact for your account (ask your admin who is), or your account is managed in the Corporate Billing Portal instead. Learn more at Corporate Billing Portal FAQs.
Check in the GoTo Admin Center (classic)
- In the left navigation, select Add Licenses.
Result: You will either be taken to the Billing Center (if you are the billing contact), or a message will display that you are not the billing contact, but will list the name and email address of the billing contact.
Tip: If you want to update the billing contact for your account, view How do I change the billing contact for my account?
How do I change the billing contact for my account?
If your account uses the Billing Center with online self-service, select Contact Support in this article to change your billing contact.
If your account uses the Corporate Billing Portal, contact your GoTo representative or contact Corporate Account Services to change your billing contact.
- You must be able to verify the current credit card information that is listed for your account.
- You must be the named credit card holder OR a listed account admin.
If you are not sure which billing portal your account uses, view What's the difference between online and corporate accounts? to learn more.
How do I change my billing frequency?
- If you use the Billing Center to manage your subscription plan, you can sign in and follow the instructions under How do I change my current subscription plan? to change your billing frequency.
- If you use the Corporate Billing Portal to manage your subscription plan with a GoTo representative, then you can submit a request for a change to your billing frequency with Corporate Account Services.
Subscription Plan FAQs
How do I change my current GoTo product subscription plan?
- On your desired product, select
in the upper-right corner, then choose Edit Subscription.
Attention: If you do not have the, it means you had a free trial plan and it ended. Select Subscribe Now to purchase a subscription plan.
Results: You have changed your subscription plan, and your new billing period begins today.
How do I cancel my GoTo product subscription plan?
Your GoTo product subscription plan is set to automatically renew at the end of your monthly or annual billing period. The billing contact on the account can cancel the next upcoming payment at any time.
If you do cancel your plan, it's important to understand that all content (such as reports and recordings) will be inaccessible once the service is canceled. These records will be deleted from our servers 90-days after the effective cancellation date of the service and will not be retrievable, even with service reactivation.
- On the Subscriptions page, select in the top-right corner of your product subscription, then choose Cancel Subscription.
Attention: You will not see if you have a trial subscription. Your trial subscription will automatically cancel when your trial expires.
Results: You have successfully turned off automatic renewal for your selected subscription, and a "Pending Cancellation" message now appears on your Subscriptions page below the product.
Collection FAQs
How do I get access back after my service was turned off for non-payment?
You will need to pay your bill in full.
If wire payment has been sent, call or email Customer Payment Support to share proof of payment. Please note that we are unable to accept payments by phone.
| Region | Email address | Phone number |
|---|---|---|
| Australia | ar-aus@goto.com | + 1 800 289 406 |
| Canada | ar-us@goto.com | +1 866 956 4634 |
| France | ar-ie@goto.com | +33 0 800 918 519 |
| Germany | ar-ie@goto.com | + 49 800 181 1942 |
| Spain | ar-ie@goto.com | +34 900 816 440 |
| United Kingdom | ar-uk@goto.com | +44 800 031 4765 |
| United States | ar-us@goto.com | +1 866 956 4634 |
| Rest of the world | ar-ie@goto.com | +1 866 956 4634 |
How do I contact Customer Payment Support?
If you want to contact our Customer Payment Support team to discuss your account status, choose your location from the table below.
| Region | Email address | Phone number |
|---|---|---|
| Australia | ar-aus@goto.com | + 1 800 289 406 |
| Canada | ar-us@goto.com | +1 866 956 4634 |
| France | ar-ie@goto.com | +33 0 800 918 519 |
| Germany | ar-ie@goto.com | + 49 800 181 1942 |
| Spain | ar-ie@goto.com | +34 900 816 440 |
| United Kingdom | ar-uk@goto.com | +44 800 031 4765 |
| United States | ar-us@goto.com | +1 866 956 4634 |
| Rest of the world | ar-ie@goto.com | +1 866 956 4634 |
Tax FAQ's
How am I taxed?
You are taxed on the overall subtotal of your invoice. We are required to collect any tax required by local laws, such as VAT (Value Added Tax) for all European Union countries and from all customers with UK billing addresses. Many U.S. states require sales tax as well. View your invoice for details.
Why am I being charged sales tax or VAT/GST for GoTo product?
VAT/GST rates may vary depending on the destination country and product type. The sale of digital products and services may be taxable in the country associated with the location of the customer. VAT/GST is charged in accordance with local legislation in each country. To comply with local tax laws, GoTo will apply the tax rate associated with the purchaser’s location to the invoice, if the items purchased are deemed to be taxable at that time.
For more information, view GoTo's Legal Resources at https://www.goto.com/company/legal.
About Sales Tax – Alabama
As of January 1, 2020 GoTo collects the simplified sellers use tax (SSUT) on sales to Alabama customers and remits the tax on behalf of Alabama customers to the Alabama Department of Revenue, under Rule 810-6-2-.90.02.
The SSUT program allows eligible sellers to collect, report and remit a flat eight percent (8%) sellers use tax on all sales made into Alabama.
GoTo's AL SSUT program number is GoTo Technologies USA, Inc.: SSU-R010520340.
If you need to apply for a refund (individuals) or a credit (business), go to https://myalabamataxes.alabama.gov/_/ and select Request a Simplified Sellers Use Tax Refund.
For more information, view GoTo's Legal Resources at https://www.goto.com/company/legal.
How can I get a W9 form?
You can download the W9 form here.