HELP FILE

How do I sign in to GoToAssist Remote Support v4?

    When you create a new account, or receive notification that you have a new GoToAssist Remote Support v4 product account through your company, there are various ways you can sign in to your account based on the sign in options that have been set up.

    Please note that your sign in experience may vary depending on the password manager application that you use.

    Sign in with an email address and password

    The majority of users use the same email address and password to sign in as they did when their account was created.

    1. Go to https://up.gotoassist.com.
    2. Enter the email address for your account. If desired, check the box to enable the Keep me signed in option.
      Note: The "Keep me signed in" feature allows the user to remain signed in to their GoToAssist Remote Support v4 account as long as there is activity and the user has not cleared their web browser cache where they lasted signed in. After 30 days of no activity, the user will be prompted to sign in again.
      Note: If the "Remember me" option was enabled before your company enforced Enterprise Sign-In (SSO) as your only login method, your login session will remain unaffected, and the next time you are prompted to log in you must log in using single sign-on.
    3. Click Next.
    4. Enter your account password, then click Sign in.
    1. If prompted, do either of the following:

      You have successfully signed in to GoToAssist Remote Support v4.

    Sign in using single sign-on

    For some users who are part of large companies, their IT Admin may have enabled and/or enforced Enterprise Sign-In (single sign-on). This means they use the same username/password to sign in to GoToAssist Remote Support v4 as they do for other work systems (like their email or work-issued computer). Learn more about Enterprise Sign-In (single sign-on).

    1. Go to https://up.gotoassist.com.
    2. Enter your company email address, then click Next.
    3. If you are not automatically redirected, you can click Continue.
    4. You will be redirected to your company's sign-in page, where you can proceed to sign in with your company credentials.

    Interested in enforcing single sign-on as your users' only sign in method for accessing their LogMeIn product account? For more information, please contact Customer Care by scrolling to the bottom of this article and selecting a contact option.

    Sign in with a social or other provider account

    You can choose to sign in using one of your existing social media or other account providers, such as LastPass, Facebook, Google, LinkedIn, Microsoft, or Apple. This ensures that while you are signed in to the social/other provider on your device, you can access your LogMeIn product(s) with no additional sign in steps.

    Note: You must first sign in to your GoToAssist Remote Support v4 account using your email address and password in order to connect a social media or other provider account.
    1. Go to https://up.gotoassist.com.
    2. Enter the email address for your account. If desired, check the box to enable the Keep me signed in option.
      Note: The "Keep me signed in" feature allows the user to remain signed in to their GoToAssist Remote Support v4 account as long as there is activity and the user has not cleared their web browser cache where they lasted signed in. After 30 days of no activity, the user will be prompted to sign in again.
    3. Click Next.
    4. At the bottom of the screen, select your social media or other account provider sign in option for LastPass, Facebook, Google, LinkedIn, Microsoft, or Apple.
    5. Follow the instructions to select your desired social account (if applicable) and proceed to sign in on your social media sign-in page.

      Note: If you do not see this option, that's because you haven't connected your social/other account provider yet. Sign in using your GoToAssist Remote Support v4 email address and password, then connect a social/other account.
    6. If Two-Factor Authentication is enabled, enter the time-based one-time passcode from your paired multifactor authentication app when prompted.
    7. As long as you stay signed in to your connected social/other account on the same device, you can access GoToAssist Remote Support v4 with no further sign in steps. If you are not signed into your social/other account, you will be prompted to sign in using that account again.

    Activate your new user account

    Welcome to GoToAssist Remote Support v4! Someone has granted you access to their GoToAssist account, which means that once you create a password you will be able to log in and take advantage of the many features of GoToAssist. See New User Login for more information.

    Sign in to the LogMeIn Admin Center

    If you are an account administrator, you can sign in to the LogMeIn Admin Center at https://admin.logmeininc.com to manage your users and account settings.

    You can then use the same steps (as mentioned above) to sign in based on your account setup.

    Note that if you also have a GoToAssist Remote Support v4 user account, you can access the LogMeIn Admin Center from the user account drop-down menu from the main toolbar in the top navigation while signed in.

    Troubleshooting sign in issues

    If you're having trouble signing in to your account, try the following:

    • Try resetting your password with the instructions below.
    • You might not have an account at all. If you are an attendee or a customer trying to join a session, you do not have a GoToAssist Remote Support v4 product account.
    • If you still can't sign in, you can contact Customer Care by clicking a contact option at the bottom of this article.

    Forgot your password?

    If you can't remember your password, you can reset it using your email address.

    If you can't remember your password, you can reset it using your email address.

    1. Go to the Forgot password? page.
    2. Enter your login email address and click Reset Password.
    3. Soon you"ll receive a Forgot Your Password email. Click the link inside to create a new password. If desired, check the box for the "Sign out of all sessions" option to ensure your account is not being accessed from any other device. Learn more about managing trusted devices.

      If you don't get the email, see Why didn't I get my "Reset Password" email for my account?