Why can't I access my account?
Possible reasons why you are unable to sign in to your GoTo Resolve account.
You may still need to be added to your company account.
Contact your admin to verify that they have added you as a user to your company's account.
You might be entering the wrong password.
If you're sure you're using the correct email address, you could be entering the wrong password.
- Try resetting your password.
- Try typing the password somewhere else where it is visible (such as Notepad or a Word Document), then copy/paste into the password field once you are confident there aren't any typos.
- Make sure your keyboard's Caps Lock or Num Lock button isn't on.
You might be entering the wrong email address.
When you enter an email address on the
Reset Password page, it will show you a confirmation message regardless of whether or not you entered the correct email address. This is to protect your account's security.
- Try using a different email address you may have used when you created your account.
- New accounts may initially work, but later you might find that you cannot sign in because there was a typo during sign up. Ask your admin to verify your email address and correct it if necessary.
- If multiple users are using the same email address to sign in (not recommended), another user may have changed the sign-in information on the account, including both the password and email.
- If you are the account admin, select Contact Support in this article to have us help you identify which email address is associated with your account by verifying all required billing information (if applicable) or via email verification.
Your account might be suspended or deleted.
It's possible that all products were removed from your account, or your account has been deleted by your admin. Contact your admin to confirm if your account is active.
Your firewall or antivirus software may not be configured properly.
Make sure your firewall allows traffic through the required GoTo domains and ports. View Allowlisting and GoTo Resolve for details.
Your admin might have removed your subscription.
Contact your admin to make sure your
GoTo Resolve subscription is enabled. Admins can check a user's subscription and add-ons in
GoTo Admin:
- Select and choose a user.
- Select the Products tab, and make sure the user's subscription is enabled.
Article last updated: 17 January, 2024