Billing User Guide — United States

1Payment 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, refer to How do I pay my bill online?

Payment by Checks

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

For overnight USD checks (FEDEX and UPS only) —

Remit USD Checks to:
GoTo Communications Inc (Lockbox 412252)
MA5-527-02-07
2 Morrisey Blvd, Dorchester, MA , 02125

ACH Payments

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 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 invoice, 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 invoice, you won't receive the invoice until the beginning of the following month.
•If this is a recurring service invoice, 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 invoice, 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 invoice 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.

For a breakdown of each potential line item on your invoices, refer to "What do the line items on my bill mean?" below.

Examples:
• 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.

What do the line items on my invoice mean?

Line Item	Description
1. GoTo Connect – Service Charge	Billable devices on your account (phones, ATAs, paging devices, etc.). Certain devices are billed per extension.
2. Domestic Premium Minutes Not in Plan	Outbound minutes to numbers not included in your service plan or to premium prefixes (e.g., +787555 in the US). See premium prefixes.
3. International Phone Numbers (DID)	Outbound minutes to countries outside your billing address. See our international rates.
4. Standard Phone Numbers (DID)	Billable phone numbers on your account (toll-free, inbound-only, two-way, international).
5. Rentals	Charges for equipment rented from GoTo Connect.
6. Toll-Free Phone Numbers (DID)	Inbound minutes to your toll-free numbers.
7. Included Minutes in Plan	Minutes used within your service plan (local and long distance).
8.  SMS Included in Plan	SMS Credits used within your service plan. SMS credits refer to an allowance provided to the account to send and receive SMS and MMS messages. A single credit accounts for on average 160 characters (not including emojis, links or pictures). SMS credits reset every month.
9. SMS Overage	SMS Credits that exceeded your service plan. The overage charge in the US is $0.0055 per SMS credit.
10. 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.
11. 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 U.S. government-administered program intended to help subsidize telecommunications and broadband services for those living in rural and high-cost areas 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.
12. 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.
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 prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
Outbound Minutes Overages	Outbound minutes that exceeded your service plan. Extension to extension dialing is considered outbound calling.
Contact Center	Subscription fee for Contact Center.

How do I pay my bill online?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Invoices > Current Balance, select Pay Balance.
3. Choose your payment method. If you haven't added a payment method previously, add a new card or bank account.
4. Select Submit.

Note: We take your privacy and security seriously. We secure all payments with 256-bit encryption.

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. Sign in to your billing portal.
2. From Invoices > Invoice History, select View next to the invoice you want to download.
3. Select Download Invoice in the top right corner of the statement and choose from CSV or PDF format.

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. Sign in to your billing portal.
2. From Payment Options > Payment Settings, choose your Default Payment Method.
3. Enable or disable the Autopay setting.

Your default payment method is charged on the 10th of each month.

How do I view my billed call details?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Billed Call Details, choose the Month and Year the usage occurred. If you are checking a particular invoice, choose the month before the invoice. For example, to view the billed call details for your February 2020 invoice, choose January 2020.
3. Select 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 or company name?

To change your billing address or company please contact us by referring to the Contact Us section below.

Note: If you need to change a phone number's caller id, please refer to How do I change my caller id?

How do I change who receives invoices and receipts?

You must have view and pay invoices or super admin permissions.

1. Sign 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?
   • Select Add New Email to include up to 5 recipients.
   • Choose who is the Main billing contact.
   • Select Save.
4. To change who receives the receipt:
   • Add an email address for Where should we email your payment receipt?
   • Select 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. To see if your device qualifies, please contact us using the Contact Us section below.

Can I dispute an old invoice?

Our Terms and Conditions (see section 2.4) 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@goto.com.

How can I cancel my services with GoTo Connect?

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 contact us using the Contact Us section below.

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3Collection FAQ's

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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?

How do I pay my bill online?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Invoices > Current Balance, select Pay Balance.
3. Choose your payment method. If you haven't added a payment method previously, add a new card or bank account.
4. Select 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 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 manage the autopay setting?

You must have view and pay invoices or super admin permissions.

1. Sign in to your billing portal.
2. From Payment Options > Payment Settings, choose your Default Payment Method.
3. Enable or disable the Autopay setting.

Your default payment method is charged on the 10th of each month.

How do I get a copy of my invoice?

You can view current and past invoices online in your billing portal.
Or, if you would like us to provide you with a copy of your invoice, please contact us by using the Contact Us section below.

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4Tax FAQ's

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How am I taxed?

You are taxed on the overall subtotal of your invoice. To learn more about the line items on your bill, refer to What do the line items on my bill mean?

How do I submit a tax exemption certificate?

To submit a tax exemption certificate, please contact us using the Contact Us section below.

How do I get a W9 form?

You can download the W9 form here .

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5Partner FAQ's

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When will I receive my commission payout?

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@goto.com. We will reply in the order your email was received.

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@goto.com with your request. Please be sure to mention which month you need.

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6Equipment FAQ's

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Where can I find my equipment status?

Use the Orders dashboard in the admin portal to see order details and the latest status on your equipment. For detailed steps, refer to How do I check my order status?

What is the equipment policy?

You have a 30 days to return a device(s) in good condition. A 25% restocking fee and provisioning fees will be applied. A credit minus the restocking fee will be sent to you as soon as the device(s) are received and verified in good condition. Please note that all original equipment and packaging must be included when returning devices. Equipment returned with missing parts or packaging will be assessed an additional, non-refundable fee(s).

What are the equipment rental terms?

All equipment rental terms can be found here.

What is an RMA?

"RMA" means Return Merchandise Authorization; an RMA is when a customer is returning equipment to GoTo Connect directly or to our partner for any reason.

How do I start the RMA process?

To begin the RMA process, please contact us using the Contact Us option below.

When should I expect my credit?

Once we receive your returned device(s), our distributors will process the RMA. After the RMA has been processed, credits take 7-10 business days. Please note that any RMAs processed outside of the 30-day return window will be assessed an additional $6.00 non-refundable fee.

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7Contact Us

If you need more help, contact us.