GoToConnect

Billing User Guide — Mexico

Answers to all of your most commonly asked billing questions.

1Jive Rebrand

With the recent rebrand of Jive, please note that Jive Communications Mexico S. de R.L. de C.V. has been renamed LogMeIn Communications Mexico S. de R.L. C.V. Please review and update your payment system to reflect these changes as needed.

2General Billing FAQ's

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Billing Cycle:
Service invoices will be sent in the first 5 business days of each month.

When Billing Starts:
Your billing start date is shown on the electronic quote you signed. Although this is not the date of your first invoice, it tells you the exact date that you will start to be charged for your services. Your first invoice will be sent in the next billing cycle.

How Billing Works:
For your first service invoice, you will not be invoiced on the month of your billing start date, but the next month. A prorate will be added.
  • Example: If your billing start date is July 12th, then your first invoice will be sent during our August billing cycle. It will charge the month of August with a prorated charge from July 12th to July 31st. It may also include international calls, mobile and/or overage calls made in July, if applicable.

Recurring service invoices will charge the current month and may add prorated and/or overage charges that may not have been charged yet.
  • Example: Your August invoice is for August 1st to 31st and may have prorated charges from July. It may also include international calls, mobile and/or overage calls if applicable.
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.
    4. Payment MethodDescription
    CardWe accept the following:
    • Visa
    • Mastercard
    • American Express
    • Discover
    Transferencia bancaria a la cuenta Bank of AmericaBank of America Mexico S.A.
    Nombre Cuenta: Jive Communications Mexico S DE RL DE CV
    N.Cuenta: 14796016
    Clabe: 106180000147960160
    Transferencias Internacionales: Dirección SWIFT: BOFAMXMX
    Transferencias via SPEI/TEF (compensación local)
    Identificador en Sistemas Locales: BAMSA
    Plaza: 01
    No. Institución: 106
    Favor adicionar el numero de factura. Ejemplo: IN60001234567
  4. Click Submit.

Note: We will no longer accept payments through BBVA, starting November 2021.

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.
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).
Outbound Minutes OveragesOutbound 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.
Contact CenterSubscription fee for Contact Center.
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 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 MinutesTotal duration seconds rounded up to the nearest minute.
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.
You must have super admin permissions.
  1. Log in at https://my.jive.com/pbx.
  2. Click Permissions in the left sidebar.
  3. From General > General Permissions > Who, select the user or user group that needs billing permissions.
  4. Check the necessary billing Permissions:
    5. OptionDescription
    View InvoicesUsers have access to view invoices for the account.
    Pay InvoicesUsers have access to pay invoices for the account. This permission is dependent on them having the View Invoices permission.
  5. Click Save.
  6. Optional: To remove a user or user group, hover over the user or user group you would like to remove and then click the trashcan icon. Click Save.
If you would like to cancel your service before the end of your contract, please click here.

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3Invoice FAQ's

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A one-time invoice is used for non-recurring charges such as the purchase of equipment, preferred phone numbers, installation, or cancelations.
You can expect to receive your equipment purchase invoice within 5 business days of completing the electronic signature of the equipment order.
Within the first 5 business days of each month, you will receive an email with your rental invoice.
No. Your rental invoice starts near the beginning of your setup experience. Your service invoice is sent out at the start of every month. See how our billing cycle works under General Billing FAQ's.
Rentals can have a contract term length of 2 or 3 years, depending on the signed quote. All rental equipment is under warranty for the duration of the contract term.

Once your contract is over, we will continue to lease your devices. This means that you will continue receiving rental invoices and your warranty will continue.

If you want to end your lease once your contract is over, please email us at gtcfacturacion@logmein.com to submit a request.
Unfortunately, you cannot change your phone model after purchase. However, if there is a manufacturer defect on any of your devices, you can work with our technical support team to replace the affected device(s).
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.

If you need to make a change to your current email address for invoices, please email gtcfacturacion@logmein.com with your request.
If you need to update your company’s fiscal account information, please email gtcfacturacion@logmein.com with your cédula fiscal actualizada attached.

Please note that we can only update the information if your company is registered in SAT.

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4Collection 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.
If you have invoices that are more than 60 days overdue, your service may be deactivated for non-payment. You will need to pay any outstanding bills in full and then email a proof of payment for the unpaid invoices to gtc.ar.mx@logmein.com

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