Why didn't I get my "Reset Password" email?
You might have used the wrong email address.
When you enter an email address on the Reset Password page, GoToAssist will show you the confirmation page regardless of whether you entered the right email address or not. To protect your account's security, we cannot confirm whether or not the email address you entered is registered with our system.
The email might be in your spam folder or has been blocked.
In some cases, the spam filtering system on your email client might have misidentified the automated "Reset Your Password" email as being spam. It's also possible that your company's servers might have blocked your email due to security firewalls. Contact your company's IT department and ask them to whitelist our domain names so that they are not automatically blocked.
Quick tip! Check the "Spam" folder in your email inbox and confirm the listed domain names are whitelisted.
You might not have a GoToAssist account.
If you were invited to attend a support session by someone else, then you are not required to have an account to join. And since you don't need an account, then you don't need to reset your password!
Let's fix this!
- Try using another email address that the account might have been created under.
- Contact your company's IT department and ask them to whitelist our domain names based on our Optimal Firewall Configuration and IP Range document so that they are not automatically blocked.
- Contact Customer Care to have them help you identify which email address is actually associated with your account.