GoTo Resolve Billing User Guide

Answers to all your most commonly asked billing questions.

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Payment Methods

What payment methods do you accept?

Credit/Debit Cards

Credit/Debit Cards Accepted

Most major credit cards are accepted, including the following:

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 manage my payment method?

Learn how to view and edit your payment method online.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

Only one payment method can be kept on file at a time.
We accept all credit/debit cards.
The card on file will automatically be charged according to the payment plan you chose when signing up (monthly/annually).

Sign in to GoTo Admin.
Select Billing, and then choose the Payment method tab.
To edit your payment method, select Edit.
Modify the information as needed and save your changes.

General Billing FAQs

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?"

How?

We do not count or charge you until your billing start date. Any free months offered will 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 add-on features, 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 month's invoice.

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 licenses and 3 camera share add-ons on your account when we bill on August 1st, then you add 2 licenses and 1 camera share add-ons on August 20th, your September 1st invoice will show regular service charges for the 7 licenses and 4 camera share add-ons now on your account as well as pro-rated charges for 2 licenses and 1 camera share add-on that was used from 8/20-8/31.

How do I view/download my invoices?

View or download previous invoices as needed for your own records from within GoTo Admin.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

If you are not already, sign in to your admin portal.
Select Billing, and then choose the Paid invoices tab.
Result: All paid invoices will be displayed.
To download an invoice, select Download.
Result: The invoice will display in a new browser tab.
Select from the top-right navigation bar to download the invoice.

What to do next: If you are in need of an original invoice, please use the Contact Us option in this article.

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.

How do I manage my billing admins?

View and manage who has access to your billing portal to make changes and pay invoices.

Before you begin: You must already be a billing admin to access the billing portal.

Adding or managing billing admins is temporarily unavailable in GoTo Admin, but will be available again sometime in 2025. Please contact support to add or update billing admins.

How do I manage my billing address?

View and edit your physical and/or email billing address online.

Before you begin: You must be a billing admin to access the billing section.

Sign in to GoTo Admin.
Select Billing, and then choose the Addresses tab.
To edit your billing address, select Edit.
Modify the address as needed and save your changes.

Note: If an error is displayed, it is because the address is invalid.

How do I view my current subscription plan details?

Sign in to GoTo Admin.
From Billing, select Subscriptions.
View your current trials and/or subscriptions, licenses, renewal dates, etc.

How do I modify my subscription plan?

Sign in to GoTo Admin.
From Billing, select Subscriptions.
Select a subscription to manage its details and/or choose available add-ons and upgrades.
If prompted, enable Monthly or Annual billing and then select Add to cart.
Select Checkout.
If prompted, enter payment details.
Review the order details and select Buy now.

How do I cancel my services?

To cancel a trial

You don't need to cancel a trial account. When your trial period expires, your subscription automatically reverts to a free subscription. "Free" means free and you won't pay anything for using GoTo. However, some of the features you are accustomed to using will change. To learn about the features you'll miss when your account changes from a trial account to a free account, view https://www.goto.com/it-management/pricing/resolve.

To modify or cancel a subscription

To cancel your GoTo account, or change the auto-renewal status of your account, please select the Contact Support option in this article as online cancellation is not currently available. Our team will be happy to help you.

Note: We are GDPR Compliant – ask a Customer Care rep how you can enable data privacy when deleting your account.

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.

You can pay online in the Billing section of GoTo Admin.

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.

How do I request a U.S. tax exemption?

Apply for a new or updated tax exemption to reduce or exclude taxes based on federal, state or local guidelines. This feature is only available in the United States at this time.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

A document proving tax exemption is required.

Sign in to GoTo Admin.
From Billing, select the Tax exemption tab.
Select the + Submit new request button.
Upload your government issued tax certificate.
Fill out the remaining fields.
Select Save.
Result: We will send you a confirmation email stating that your request has been received.

What to do next: Track tax exemption status and update the exemption request as needed based on the approver's comments.

VAT Exemptions

Apply for a new or updated tax exemption to reduce or exclude taxes in Europe.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

A VAT number is required.

Sign in to GoTo Admin.
From Billing, select the Tax exemption tab.
Select the + Add VAT number button.
Enter your VAT number
Select Save.

Partner FAQs

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.

Article last updated: 25 July, 2024