HELP FILE

Why didn't I get my "Reset Password" email?

Did you try resetting your password for your GoToWebinar account, but never received the "Reset Your Password" email? There are a few things that might have caused this:

You might have used the wrong email address.

When you enter an email address on the Reset Password page, GoToWebinar 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.

If you can't remember the email address, contact Customer Care to have them help you identify which email address is actually associated with your account.

Quick tip! Make sure you entered the right email address associated with your GoToWebinar account or try using another email address that the account might have been created under.

You were invited to attend a session and don't need an account.

If you were invited to attend a webinar 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!

  • If you clicked log in while you were trying to join another person's webinar (not your own), then most likely you have joined successfully already and are just waiting for the organizer to start the webinar. Just sit tight until the organizer arrives.
  • If you were asked to enter the session password while you were trying to join another person's webinar (not your own), then most likely you were trying to join a password-protected ( which means the organizer set a specific password that you must enter to be let in). Contact the organizer and ask them for the password if you can't find it in any prior communications. Learn more. See What is my webinar password?.

Quick tip! If you're joining a session as an attendee, you do not need an account.

The email might be in your spam folder or have 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.

  • customerService@s.logmein.com
  • @s.logmein.com
  • @care.gotomeeting.com
  • @care.gotomypc.com
  • @care.gotoassist.com
  • @care.gotraining.com
  • @care.gotowebinar.com

Quick tip! Check the "Spam" folder in your email inbox and confirm the listed domain names are whitelisted.