Our getting started guide tells you all about the most common features of GoTo Resolve. If you have issues regarding a specific feature, feel free to browse our Community page or this support site.

GoTo Resolve is GoTo’s new all-in-one IT management suite purpose-built for small businesses. GoTo Resolve will bring together GoTo's world-class remote access, management, and support solutions into an integrated IT offering along with a modern conversational ticketing and support interface. GoTo Resolve also provides additional value-added functionality such as lightweight IT automation, endpoint security, device monitoring, and more. See What is GoTo Resolve?

This support site provides information about GoTo Resolve only. Yes, it's Resolve by name, but no, you won't find resolutions for issues related to other GoTo products here. When you have a problem with another GoTo product, like Rescue, Central, GoToMeeting, GoToConnect, or Hamachi, please visit the GoTo Support Center.

You can sign in to the GoTo Resolve Console at https://console.gotoresolve.com/

GoTo Admin is where admins can perform basic account setup, such as adding new users to an account, set up helpdesk services for ticketing, and configure remote support settings. You can access GoTo Admin at https://admin.goto.com/

From the GoTo Resolve console, you can also select your profile icon in the top-right corner and select GoTo Admin from the drop-down menu.

Yes. In the Customer Portal, they can create and track their helpdesk tickets, join a support session, and ask for support with Helpline. Any user who was created from GoTo Admin, or while creating the first helpdesk ticket either from an email or from Microsoft Teams, can sign in to the Customer Portal.

No.

There's a GoTo Resolve Billing Guide that explains it all. Basically, you must be a 'billing admin' to access the billing section in GoTo Admin.

No. At the end of the trial period you will be automatically transitioned to a free plan or will have the option to purchase a paid plan.

These minimum hardware, browser, and network configuration requirements apply to computers that GoTo Resolve agents use to support their end users.

Yes. GoTo Resolve Endpoint Protection, MSI deployment in Intune, and third-party application updates support Windows 10 and 11 only. See the respective support articles for details.

Go to https://status.gotoresolve.com/ and subscribe for updates.

GoTo Resolve is available in English, German, French, Italian, Spanish, and Brazilian Portuguese.

To cancel your GoTo Resolve subscription, select Contact Support in this article. Our Customer Care Team will be happy to help you. Online cancellation is not available for GoTo Resolve at this time.

If you have trouble signing in to your account, please see the following articles:

• I forgot my account password, how do I reset it?
• Why didn't I get my "Reset Password" email for my GoTo account?
• Sign-in Verification FAQs
• Why can't I access my account?
• Is there an outage?

To begin with, there's a difference between a product account and a company in GoTo Resolve. If you support multiple companies or organizations, you only need a single GoTo Resolve account where you can switch between your supported companies. You can have multiple product accounts as well, but you cannot migrate data from one account to another.

You may also consider using a trial account for testing purposes and then create another paid or free account when you learn how to use GoTo Resolve. However, to avoid potential setup issues with, for example, helpdesk services, it is recommended to continue using your original account and upgrade it to a paid account as you see fit.

You can add agents from GoTo Admin. To do so,

1. Sign in at https://admin.goto.com/.
2. Go to People > Users and click Add User.

We hope you find resolution to your problem in the Managing SSO setup errors article.

If you are able to log in to your GoTo product account, you can change the email address that you use to sign in. See: Change Your Email Address.

You can enable Multi-Factor Authentication or "MFA" for your GoTo account. MFA is an added level of security in which you enter a one-time code that gets generated by the authenticator app on a paired mobile device. Learn more about setting up Multi-Factor Authentication.

If you can't log in to you Desktop Console instance, try to uninstall your actual copy and reinstall the latest version of the Agent Desktop Console. Learn more about downloading and launching the Agent Desktop Console.

Probably your time zone settings are not up to date. Learn how to change your time zone.

You can learn more about enabling or disabling alert policies from our dedicated support article.

Do not rename the downloaded .exe or .msi installer because that prevents you from starting remote control sessions or run Remote Execution jobs on the deployed device. If you incidentally rename an installer you have to completely uninstall the associated device first. Then you have to install it again without changing the name of the installer.

If you’re seeing random devices showing up in unverified devices, it could be due to Bitdefender’s Sandbox Analyzer. According to the Bitdefender website, Sandbox Analyzer is a powerful forensic tool used in conjunction with Endpoint Detection and Response (EDR) to enhance an organization’s defenses against concealed sophisticated threats. It serves as a source of validation to provide enhanced visibility and focused investigation while optimizing effective threat containment.

If you’re having trouble accessing your device, you might find the Why can’t I access my device? article helpful.

If you’re having trouble with your unattended device, you might find the Why can’t I access my device? article helpful.

If you are experiencing issues with remote updates in GoTo Resolve, or get an error after running the updates, check out our How do I install Patch Management updates in GoTo Resolve? article.

If you are experiencing issues with your scheduled updates in GoTo Resolve, check out our How do I install Patch Management updates in GoTo Resolve? article.

If you are experiencing issues with installing endpoint protection, first check out our article titled How do I install GoTo Resolve Endpoint Protection?

There are default system-generated roles with set permissions that cannot be changed or deleted, refer to What is the difference between a role and a permission? to learn more. If you need a different set of permissions than the ones in the default system-generated roles of Super admin, Admin, and Member, you can create custom roles with your own permissions based on your company's needs.

You can find all the information you need from our How do I change a user group's settings in GoTo Admin? article.

Check out this great video about Helpdesk Setup.

Follow the steps detailed in the How do I Create End-Users from the Ticket Editor? article to resolve your issue.

We have collected the possible scenarios in connection with integration issues in the Why can't I integrate Microsoft Teams with my account? article.

Zero trust is an authentication service in GoTo Resolve that offers enhanced security when remote controlling a device, deploying unattended devices, and running PowerShell scripts on your devices. Zero trust is different from multi-factor authentication. For more information, see What is Zero Trust?

You might not have the necessary permissions to assign licenses or there is a problem with your Zero Trust key. Either way, check out the How do I change my signature key article to resolve your issue.

Agents in Admin or Super Admin role with a signature key can approve or reject other agents' requests for a key. Learn how form the How do I Approve or Reject Another Agent's Signature key? article.

Use the ADMIN MODE button to restart GoTo Resolve on the end user's machine as a Windows System Service or a Mac daemon. In admin mode, you can set up unattended access or log in as another user. For more info check out the Restarting the GoTo Resolve application as a System Service article.

Yes, agents can set the quality of streams and override the automatic bandwidth estimation.

You might be running Zscaler or you should check your allowlisting settings. Either way, the best starting point is the How to Deploy GoTo Resolve within Zscaler Environment? article.