GoTo Connect

Billing User Guide — Brazil

Answers to all of your most commonly asked billing questions.

1Invoice FAQ's

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All invoices are sent by email, which contains:
  • A link to access your boleto in the email body
  • An attachment of your invoice pdf with a link to your boleto in it
You must have view and pay invoices or super admin permissions.
  1. Sign in to your billing portal.
  2. From Invoices, choose the invoice you want to pay.
  3. Select View a Boleto.
There is no need to update your boletos because they will still work after the due date on your invoice.
A one-time invoice is used for one-time charges and is sent separately from your recurring service invoice.

Examples of one-time invoices: 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.
Unfortunately, you cannot choose the day you receive your invoice. Refer to What is a one-time invoice? or What is the billing cycle and when will my billing start? for more information. You can, however, choose your due date for recurring invoices from these options: the 10th, 15th, 20th, 25th or 30th of each month.
All service invoices are sent by email, which contains:
  • Your service invoice
  • A link to access your nota fiscal de serviços in the email body
  • A boleto link for payment
You can expect to receive your rental invoice within 5 business days of your electronic quote signature, regardless if you have received the equipment yet or not.
No. Your rental invoice starts near the beginning of your setup experience. Your service invoice is sent out at the start of every month. Learn how our billing cycle works under General Billing FAQ's.
Rentals can have a contract term length of 1, 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 contact us using the Contact Us option below. If your request is approved, you will receive a DANFE de venda for your buyout and we will no longer send you rental invoices. The device warranty will also be terminated.
Within the first 5 business days of each month, you will receive an email with the following information:
  • Your rental invoice
  • A boleto link for payment
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).
Per Lei Complementar Nº 116 de 31/07/2003, rental invoices are exempt from the issuance of notas fiscais. Instead, a nota de remessa will be sent to the transportation. Once the lease term ends, and all payments are made, we will issue a DANFE de venda to help you understand your buyout option. For more information, see "What is the contract length term and warranty for rentals?"
The “nota fiscal 22 or Modelo 22” is an invoice for telecommunication services, also known as “Nota Fiscal de Telecomunicação.” It is the model invoice presentation for telecommunication services.
These documents will be sent by email along with the invoice. You can also access these documents by signing in to your billing portal and selecting the View Invoices and Boleto option on the top-right.
Note: To perform this task, you must have billing permissions or the Super admin role assigned.
You will receive four PDF files: your Invoice, Boleto, NFSe - Electronic Service Invoice, and the Telecommunication Service Invoice - Modelo 22.

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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.
Line ItemDescription
GoTo Connect – 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 GoTo Connect.
You must have view and pay invoices or super admin permissions.
  1. Sign 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, choose January 2020.
  3. Select 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. Note: In Brazil, calls to mobile numbers are rounded up to the next sixth second, with a minimum of 30 seconds.
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.
To update your information in our system, please contact us using the Contact Us option below. We will need a copy of your updated cartão CNPJ.

To update your information on your Nota Fiscal de Serviços, you will need to update your CNPJ information on the prefeitura de São Paulo website.
If you need to make a change to your current email address for invoices, please contact us using the Contact Us option below.
If you would like to cancel your service before the end of your contract, please contact us using the Contact Us option below.

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3Collection FAQ's

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You must have view and pay invoices or super admin permissions.
  1. Sign in to your billing portal.
  2. From Invoices, you can view your current balance and invoice history.
  3. Select 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. To reactivate your service, contact us using the Contact Us option below and send us the proof of payment for all outstanding invoices.
  • You can continue to use the same boleto link on your invoice email even after the due date. To get a 2ª via do boleto, see "Where do I find a 2ª via do boleto for payment?” under Invoice FAQ's.

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4Contact Us

If you need more help, please contact us.

If you need more help, click here.


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