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Reset Password FAQs

    GoTo is migrating Pro, Central, join.me, and Hamachi users to a new Identity Management Platform which requires all users to reset their passwords.

    Why did I receive an email requesting that I reset my password? Is this email valid?

    Yes. Pro, Central, join.me, and Hamachi share an older account management platform that is scheduled for retirement. By resetting your account password, we can automatically move your account to the new platform which is shared across most of GoTo’s (formerly LogMeIn) products.

    Where can I get instructions to reset my account password?

    View Reset Your Password for details.

    I tried to reset my password but why didn't I get the instruction email?

    There could be a few reasons why you didn’t receive "Reset password" email after requesting it from the reset password page. View Why didn't I get my "Reset Password" email for my account? for details.

    Why am I being asked to reset passwords for Pro, Central, join.me, and Hamachi, but no other GoTo (formerly LogMeIn) products?

    Pro, Central, join.me, and Hamachi share an older account management platform that is scheduled for retirement. Resetting your password will automatically move your account credentials to our new identity service that is shared with most of GoTo's products.

    I have Pro, Central, join.me, and Hamachi, and I was not asked to reset my password. Some users in my company were not asked to reset their passwords. Why?

    SSO and SAML customers are not required to change their password. In addition, customers who reset their password since December 12, 2022 are not required to take the action.

    If I have more than one product, do I have to change the password on each one?

    No. If you access more than one of these four products (Pro, Central, join.me, and Hamachi) with the same email, you only need to reset your password once.

    After an account password reset, will I have to reconfigure Multifactor Authentication (MFA)?

    Yes. You will need to set up multifactor authentication again. View Set Up Multifactor Authentication for Your Own Account for setup instructions and troubleshooting steps.

    Why can't I complete the Multifactor Authentication (MFA) process? The "Activate" button is greyed out and the steps can't be completed.

    Multifactor Authentication (MFA) might be required by your administrator and must be completed in order to proceed. Complete the setup steps to enable MFA. Once complete, you'll be able to activate MFA.

    I have reset my password and still can't sign in to Pro or Central

    In some cases, you may have to clear all your previously saved logins to be able to sign in. Here's how:

    From the Client app:

    1. Open the LogMeIn Client and go to View > Options.
    2. On the General tab, click Delete all stored login credentials.
    3. Confirm your choice.

    From the website:

    1. At logmein.com, log in to your account.
    2. Go to the Configuration > Devices menu.
    3. Click the Wipe credentials icon next to the host where you want to clear login credentials.
    4. Confirm your choice.
    Article last updated: 23 January, 2023