TROUBLESHOOTING

Why am I not getting the password reset email?

Issue

Not receiving email to reset password

Objective

Environment

  • GoToMyPC
  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • GoToAssist
  • GoToAssist Remote Support
  • GoToAssist Service Desk

Procedure

Answer

Cause

This may be because the password reset request is being attempted for an email address that is not associated with an account in our system.

Resolution

Make sure you're logging in with the correct email address. If there are alternate email addresses that your account could be associated with you may attempt to have the password reset email sent to those as well.
Be sure to allow emails from the following domains within your email server: 

  • customerService@s.logmein.com
  • @s.logmein.com
  • @care.gotomeeting.com
  • @care.gotomypc.com
  • @care.gotoassist.com
  • @care.gotraining.com
  • @care.gotowebinar.com
 
If you continue to have difficulty receiving the email, please contact Customer Care for further assistance.
 

Additional Information

Note: Please check your spam or junk folder to ensure that password reset email was not discarded.