TROUBLESHOOTING

The Access Code You Entered Is Invalid

Issue

After entering in the access code, the error is played "The access code you entered is invalid."

Objective

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • OpenVoice
  • Telephone Audio (PSTN)

Procedure

Answer

Cause

Resolution

This error message can be the result of the caller being provided with incorrect information, user error, or a problem with the phone. Ensure that the phone number and access code were provided directly from the GoToMeeting software. Once confirming the information is correct, test from another telephone when possible. In the event that both the information is correct and another phone is able to dial in without issue, the most likely cause is the phone sending the touch tones (DTMF*) incorrectly. Resolving this requires a ticket to be filed with the provider or maintainer of the calling telephone.
*DTMF stands for Dial Tone Modulation Frequency. It is a standardized system for sending and receiving touch tones. Telephony/IP phone systems may need to be calibrated to send the correct tones. GoTo products follow RFC-2833 compliant standards for DTMF recognition.

Additional Information

All long distance (toll) GoToMeeting numbers will accept any nine digit number as a conference ID without error. GoToMeeting Toll-Free, GoToWebinar, GoToTraining, and OpenVoice all require that the assigned phone number is called and used with the assigned access code.