GoToAssist Billing User Guide

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.

Additional Payment Methods

ACH (United States)
Direct Debit (United Kingdom)
PayPal

Manage my payment methods in

Learn how to view and edit your payment method online.

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

You can have up to four cards, two bank accounts, and two connected payment methods.
We accept all credit/debit cards and PayPal.
The card on file will automatically be charged according to the payment plan you chose when signing up (monthly/annually).

Add a new payment method

Sign in to .
Select Billing from the left navigation menu.
Select Payment methods from the left panel.
Select Add a card, Add a bank account, or Connect an account to add your desired payment method.
Follow the on-screen instructions to save your payment method. Check the box next to Set as default method if you want to use this payment method by default.

Invoice FAQs

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 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 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.

General Billing FAQs

How do I access my billing portal?

Access your billing portal to manage billing admins, addresses, company information, payment methods, and invoices.

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

Sign in to .
Select Settings > Account > Billing.
Choose what you'd like to do:

What to do next: At any time, you can select Product Admin Page to be taken to your GoTo account.

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 to access the billing section.

Sign in to .
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 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. Select Contact Support to add or update billing admins.

How do I view an electronic quote?

Before you begin: You must have a super admin role to perform this task.

Sign in to .
Select Billing from the left navigation menu.
Select Quotes from the left panel.
Review the quote details, which can include the following info:
- Contract period and renewal date
- Total charges for the contract period. Hover your mouse over the info icon in the Annual/Monthly/Quarterly charges widget to get a breakdown of your charges.
- Total savings for the contract period. Hover your mouse over the info icon in the Total savings widget to get a breakdown of your savings.
- Total charges for the contract period, broken down by each product, add-on, and device.
- Quote order summary, with taxes included. Hover your mouse over the info icon next to Applicable tax for more info.
Choose to accept or reject the quote.
- Select Continue to checkout to accept the quote and checkout.
- Select Reject to reject the quote.
Result: If you've rejected a quote, you don't need to follow the remaining steps.
Review your billing info. Select to update your billing address. Select Next when you're done.
Review and update your payment details as needed. If you don't have a payment method added to your billing account, select Add payment method and follow the on-screen instructions to add a new payment. Select Next when you're done.
Review your order. Select next to Billing info or Payment details if you want to make any changes.
Verify your Admin contact info is correct.
Check the box under Admin contact info, then select Buy now to complete checkout and accept the quote.

What to do next: or review your invoice.

Subscription Plan FAQs

How do I view my current subscription plan details?

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

When will my subscription plan renew or end?

View your subscription's automatic renewal date or subscription end date to better understand your billing cycle.

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

Fastpath: Seeing something different? Click here to find the billing help you need.

Sign in to .
From Billing, select Subscriptions.
View your current subscriptions renewal or trial end dates.

What to do next: Upgrade your subscription if desired.

Manage my subscriptions

View, modify, and upgrade product subscriptions and their add-ons.

Before you begin:

The billing section described in this article will only be visible if you are the billing admin for your account.

View current subscriptions

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

Add a trial subscription

Sign in to .
From Billing, select Subscriptions.
Choose an available trial under the Recommended for you section and then select Start trial.
Result: The trial will be active immediately.
Select the trial subscription to manage its details.
Optional: Add additional options to the trial subscription or upgrade to a paid subscription when ready. Refer to Modify a subscription below.

Modify a subscription

Sign in to .
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.

Cancel my GoTo product subscription

Your GoTo product subscription is set to automatically renew at the end of your monthly or contract term. This article discusses how to cancel your subscription and what you should do before canceling.

This article covers how to cancel your subscription for all GoTo products except the following:

If you want to cancel your GoTo subscription, it’s important to note that canceling will turn off your plan’s auto-renewal so it doesn’t renew at the end of the plan term, but your subscription will remain active until the term end date.

For example, if you have an annual contract and you choose to cancel six months into your contract, canceling will turn off auto-renewal once your contract ends, but your plan will stay active for the remaining 6 months until that end date is reached.

Important: GoTo has an official no-refund policy, so you will not be issued a refund for canceling early.

Required permissions

The following required permissions for canceling a subscription depends on the product you want to cancel and if you have a contract with GoTo:

subscription: You must be a super admin.
Contracts with GoTo: You must be a product admin or authorized billing contact.
All other plans: You must be a super admin or billing admin.

Before canceling your subscription

Before you cancel your subscription and reach the end of your plan term, we recommend you do the following first:

Ensure you don’t have any outstanding balances left on your account.
Verify if you signed a set-term contract or a month-to-month agreement. If you have a contract, verify the contract’s set cancellation terms, any licensing constraints, and its end-date.
Unassign any licenses from your users . This ensures that no one in your company is using GoTo product(s) when your subscription ends.
Back up or transfer any necessary data, including user data.

Important: Once you cancel your subscription and reach the end of your plan term, you will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the plan term ends and you will not be able to retrieve that data, even if you reactivate your subscription.

Cancel your subscription in

For some products, you’ll have the option to cancel your subscription online in . However, if you have a contract with GoTo, you'll need to contact support if you want to cancel.

Currently, you can only cancel these product subscriptions from :

GoToAssist Service Desk

For all other products, you can continue to manage your subscriptions in , but if you’d like to cancel or reduce your licenses, you must contact support.

Sign in to .
Select Billing from the left navigation menu.
From the Subscriptions page, select View details.
Wait for the page to fully load, then select > Cancel subscription at far right.
Answer the survey questions, then select Continue to cancellation. Alternatively, select Skip to skip the survey.
Select Cancel subscription.

If you don’t see the Billing menu or Subscriptions page in your account, you may not have billing admin permissions. You can reach out to your account admin to request billing permissions, or if you’re unsure who on your account can give you those permissions, contact support.

Contact support to cancel

If you can’t cancel your subscription online in , or you have a contract with GoTo, you will need to contact support.

If you have a set-term contract with GoTo (for example, a 15-month contract), you must call at least 30 days prior to your contract’s renewal date to avoid being charged for an additional term.

For a smoother experience, be prepared with the following info ahead of calling support:

Your account ID
The billing admin email address
The last four digits and billing address of the payment method used in your account
The product(s) you want to cancel

Frequently asked questions

Why can’t I cancel my subscription online?

There are several reasons why you might not be able to cancel your subscription in :

You are not a billing admin for your account.
Cancellation isn’t available in for your product subscription.
You may have outstanding balances on your account blocking you from canceling online. You can check if you have outstanding balances in by going to Billing > Payments due or Invoices > Open invoices.

Can I cancel my subscription midway through my contracted term?

Yes, you can cancel your subscription at any time. However, you will still be charged for the remaining time left on your subscription plan per the Terms of Service.

Example:

If you have a monthly subscription and you cancel halfway through the month, you will still be billed for the entire month, and your subscription will remain active until the end of the month.

If you have a set-term contract (let’s say a 15-month contract), and you cancel with three months remaining on your contract, you will still be charged for the remaining three months. Your contract will also remain active until the original contract end-date.

Will I get a refund if I cancel before my contract is up?

No. GoTo has an official no-refund policy, so you will not receive a refund if you want to cancel your subscription before the end of your plan term.

How do I confirm that my subscription is canceled?

If you have a contract with GoTo, you will receive email confirmation that your subscription was canceled.

For non-contract users in , you can verify a subscription is canceled in one of two ways depending on your billing experience:

Go to Billing > Subscriptions > Expired. You can find inactive subscriptions you've cancelled on this page.
Canceled products will appear under the Discover other GoTo products from Billing > Subscriptions.

If your canceled product doesn't appear under the Expired tab or under Discover other GoTo products, it could be because the plan hasn’t reached its contracted end-date. For example, if your subscription renews at the end of each month, and you cancel 15 days before the plan renews, that subscription will still be considered active until the end of the month.

I don’t remember my login info. How do I cancel my subscription?

If you can’t remember your login, you can reset your password. If you’re still unable to access your account, you will need to contact support to cancel.

What happens once I cancel my subscription?

You will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription.

How do I modify my subscription instead of canceling?

If you want to modify your subscription by downgrading your plan or removing an add-on, you'll need to contact support. However, you can purchase additional licenses, add-ons, or devices in from Billing > Subscriptions > View details.

How do I delete my account data once I cancel my subscription?

Canceling your subscription will not delete any of your user or account data. However, GoTo is GDPR compliant so if you'd like to enable data privacy by having your account info deleted, visit Privacy: Questions and Requests to learn more.

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.

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. View your invoice for details.

Why am I being charged sales tax or VAT/GST for GoTo product?

Products and services sold by to purchasers in the United States may be subject to state and local sales tax. The amount of tax charged by depends on many factors including, but not limited to, the type of product or service purchased and the purchaser’s address. To comply with tax laws, GoTo will apply the tax rate associated with the purchaser’s location to the invoice, if the items purchased are deemed to be taxable at that time.

VAT/GST rates may vary depending on the destination country and product type. The sale of digital products and services may be taxable in the country associated with the location of the customer. VAT/GST is charged in accordance with local legislation in each country. To comply with local tax laws, GoTo will apply the tax rate associated with the purchaser’s location to the invoice, if the items purchased are deemed to be taxable at that time.

For more information, view GoTo's Legal Resources at https://www.goto.com/company/legal.

About Sales Tax – Alabama

As of January 1, 2020 GoTo collects the simplified sellers use tax (SSUT) on sales to Alabama customers and remits the tax on behalf of Alabama customers to the Alabama Department of Revenue, under Rule 810-6-2-.90.02.

The SSUT program allows eligible sellers to collect, report and remit a flat eight percent (8%) sellers use tax on all sales made into Alabama.

GoTo's AL SSUT program number is : SSU-R010520340.

If you need to apply for a refund (individuals) or a credit (business), go to https://myalabamataxes.alabama.gov/_/ and select Request a Simplified Sellers Use Tax Refund.

For more information, view GoTo's Legal Resources at https://www.goto.com/company/legal.

How can I get a W9 form?

You can access our W9 forms here.

Payment Methods

What payment methods do you accept?

Credit/Debit Cards

Check and Bank Transfers

Additional Payment Methods

Manage my payment methods in

Add a new payment method

Invoice FAQs

Can I dispute an old invoice?

How do I view/download my invoices?

General Billing FAQs

How do I access my billing portal?

How do I manage my billing address?

How do I manage my billing admins?

How do I view an electronic quote?

Subscription Plan FAQs

How do I view my current subscription plan details?

When will my subscription plan renew or end?

Manage my subscriptions

View current subscriptions

Add a trial subscription

Modify a subscription

Cancel my GoTo product subscription

Required permissions

Before canceling your subscription

Cancel your subscription in

Contact support to cancel

Frequently asked questions

Why can’t I cancel my subscription online?

Can I cancel my subscription midway through my contracted term?

Will I get a refund if I cancel before my contract is up?

How do I confirm that my subscription is canceled?

I don’t remember my login info. How do I cancel my subscription?

What happens once I cancel my subscription?

How do I modify my subscription instead of canceling?

How do I delete my account data once I cancel my subscription?

Collection FAQs

How do I get access back after my service was turned off for non-payment?

How do I contact Customer Payment Support?

Tax FAQ's

How am I taxed?

Why am I being charged sales tax or VAT/GST for GoTo product?

About Sales Tax – Alabama

How can I get a W9 form?

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