Billing User Guide — Canada

1

To view this guide in French, please click here.

2Payment Methods

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Credit/Debit Cards

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?

Payment by Checks

Payment by Wire Transfer Under Reference of Invoice #:

Remit To Wire Info:
Beneficiary: LogMeIn Technologies Canada Ltd.
Name: Bank of America N.A.,
Bank Account #: 53948206
Bank #: 241
Transit #: 56792
SWIFT Code: BOFACATT
GST #: 805577574 RT0001

Make Checks Payable To:
LogMeIn Technologies Canada Ltd. C/O
Lockbox 918020
PO BOX 4090 STN A
TORONTO, ON M5W 0E9

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3General Billing FAQ's

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How and when do you bill?

No one likes a surprise so let's break down how and when we bill:

When?
•If this is your first bill, you can expect to be billed for service on the billing start date listed on your quote. This information is also listed on the PDF you were emailed upon sign-up. However, unless your billing start date is between the 1st and 5th when we regularly bill, you won't receive the invoice until the beginning of the following month.
•If this is a recurring service bill, you can expect to receive a paperless invoice to your email between the 1st and 5th of each month. If you need to change who receives the invoice, see "How do I change who receives invoices and receipts?".
•If this is a one-time hardware or DID bill, you can expect to receive a paperless invoice to your email on the day of purchase.

How?
We do 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. We bill at the start of the month for that current month. This means that if anything is changed (adding/removing phone numbers, devices, etc.) after the first of each month or if your initial billing start date is after the first of the month, you will see prorated charges for those changes or for your initial days of service on the following months' invoice.

See "What do the line items on my bill mean?" below for a breakdown of each potential line item on your various bills.

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.
•If you have 5 devices and 3 phone numbers on your account when we bill on August 1st, then you add 2 devices and 1 phone number on August 20th, your September 1st invoice will show regular service charges for the 7 devices and 4 phone numbers now on your account as well as pro-rated charges for 2 devices and 1 phone number that used from 8/20-8/31.

How do I pay my bill online?

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. 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.

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. 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.

How do I manage the autopay setting?

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.

What do the line items on my bill mean?

Line Item	Description
GoToConnect – 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).
Prorated Charges	Charges that occur if your billing start date is after the 1st of the month. For example, if your billing start date is 7/15, then you will have prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
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., +787555in the US). See premium prefixes.
Outbound Minutes Overages	Outbound minutes that exceeded your service plan. 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.
Federal and Province Regulatory Fees	The Federal and Province Regulatory Recovery is a non-governmental surcharge imposed by most Canadian telephone companies on their customer's monthly bills. The fee ranges depending on the wireless service selected.
Goods and Services Tax (GST)	This is a tax imposed on the supply of goods and services that are purchased in Canada (5%) or Australia (10%), except certain items that are either "exempt" or "zero-rated": For tax-free — i.e., "zero-rated" — sales, GST is charged by suppliers at a rate of 0% so effectively there is no GST collected.
The Harmonized Sales Tax (HST)	This is 13% in Ontario and 15% in the following four provinces: Nova Scotia, New Brunswick, Newfoundland and Labrador, and Prince Edward Island.
Provincials Sales Tax (PST)	This is a province-specific tax that is collected separately from the GST. In British Columbia and Saskatchewan, it is called simply PST; in Manitoba, the provincial tax is known as Retail Sales Tax (RST); and Quebec charges Quebec Sales Tax (QST).
Quebec Sales Tax (QST)	The most common consumption taxes for Québec residents are: the goods and services tax (GST), which is calculated at a rate of 5% on the selling price; and the Québec sales tax (QST), which is calculated at a rate of 9.975% on the selling price excluding the GST.
Contact Center	Subscription fee for Contact Center.
Rentals	Charges for equipment rented from GoToConnect.

How do I view my billed call details?

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.

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.Note: In Brazil, calls to mobile numbers are rounded up to the next sixth second, with a minimum of 30 seconds.
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., +787555 in the US). See premium prefixes.

How do I change my billing address, company name, or phone number details?

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.

How do I change who receives invoices and receipts?

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.

How do I request low usage billing on a device?

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 to see if your device qualifies.

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@logmein.com.

How can I cancel my services with GoToConnect?

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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4Collection FAQ's

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How do I see my current balance and invoice history?

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.

How do I get a copy of my invoice?

Please use the "Contact Us" option below to request a copy of your invoice. You can also view current and past invoices online in your billing portal.

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 payment has been sent by check or ACH, please email our Collections team using the "Contact Us" option below 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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5Tax FAQ's

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How am I taxed?

You are taxed on the overall subtotal of your invoice. See "What do the line items on my bill mean?" under General Billing FAQ's to learn more about the line items on your bill.

Where do I send my tax exemption certificates?

Please use the "Contact Us" option below to email your completed tax exemption form to us.

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6Partner FAQ's

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How do I enroll in direct deposit?

Please fill out this form. When you have completed it in full, send the following in an email to AP-Canada@logmein.com:

• An attachment of the completed form
• Your Partner Company Name
• A voided check

When will my commission payout?

We will send you a commission report including the details of your accounts by the 20th of each month. Please add any GST or HST taxes and invoice LogMeIn for your monthly commissions by emailing AP-Canada@logmein.com. Once received, commissions will be paid within 30 days.

How do I get a copy of my commission report?

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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7Contact Us

If you need more help, please click here for our contact options.