LogMeIn Pro Billing User Guide
Here are a few shortcuts to solve your issue:
Pro Billing Changes
Pro is upgrading your billing and commerce experience.
When selecting billing details, quotes, invoices, invoice history, subscription list, and upgrades, you will be redirected to the new and improved GoTo Admin billing portal.
It is important to note, there are no changes being made to the product functionality. The updates will only impact subscription and billing features.
What is changing?
We are upgrading you to a modern, user-friendly interface with new available functions which will allow you to view electronic quotes, and make changes and/or upgrades to your subscriptions.
How do I access the new billing and commerce experience?
You will be directed to GoTo Admin whenever you select:
- Upgrade Now at the top of the navigation menu
- Settings and then either Subscriptions, Billing, or Pricing
- If you selected Billing, then select either Billing History or Billing Information
How does your experience change?
Notice that online cancellation is still not available. You have to contact support to cancel services by selecting the Contact Support option on the right of this page.
Payment Methods
What payment methods do you accept?
Credit/Debit Cards
Credit/Debit cards accepted
- Visa
- MasterCard
- American Express
- Discover
Other forms of payment accepted
- Paypal
- Wire/Check - This option is only available through GoTo Sales or Support.
How do I update my credit card details?
- Only one payment method can be kept on file at a time.
- We accept all credit/debit cards and PayPal.
- The card on file will automatically be charged according to the payment plan you chose when signing up (monthly/annually).
Why is my payment not processed?
- Confirm your billing details for accuracy. Ensure your name and address match those associated with your credit card.
- Contact your credit card issuer to check for any issues with your account.
Tip: Some examples could be that your credit limit has been reached or the card issuer is blocking the transaction.
- Try a different credit card, ideally from a different issuer if possible.
- For EU and UK customers, your transaction may need to be authenticated to be compliant with the SCA/PSD2, please take these steps to enable SCA:
- Reenter your existing credit card data OR enter a new credit card on the payment page.
- Follow the issuer prompts for any required authentication.
- If you have received an error that you have reached the maximum number of attempts in a 24 hour period, please wait 24 hours before reattempting.
- If you have tried all of the previous steps, please select the Contact Support option in this article for further assistance.
SCA/PSD2 (EU and UK customers only)
Recent and continuous updates to Strong Customer Authentication (SCA) and Payment Services Directive (PSD2) may affect transaction approvals. The EU and UK are implementing procedures to make online payments more secure based on strong customer authentication. Under PSD2, banks and card issuers must implement the infrastructure for processing payments using SCA by July 31, 2023, require all customer purchases to use SCA by Oct 31, 2023, or decline transactions. Learn more about PSD2 and SCA from the European Commission.
General Billing FAQs
How do I cancel my services?
How and when do I get a bill?
No one likes a surprise so let's break down how and when we bill:
When?
- If this is your first transaction, you can expect to be billed on the date of purchase or at the end of your trial period. You can find the date of original purchase by signing in to GoTo Admin, which is our common billing platform. Then click .
- If this is a recurring service invoice, you can expect to be auto-renewed at the end of your billing period. You can find your billing term on your invoices in in GoTo Admin.
How?
How do I view/download my invoices?
You may notice some changes to the line items on your invoice, but please know that nothing has changed regarding your billing charges.
Can I dispute an old invoice?
Our Terms and Conditions (view section 2.4) state that you can only dispute an invoice 15 days from the day it was issued. Unfortunately, our billing representatives will not be able to issue any credits.
Who can manage billing information and subscriptions?
Only the Master Account Holder can manage billing information and change/modify subscriptions.
How do I manage my billing address?
How do I view an electronic quote?
How do I view my current subscription plan details?
How do I modify my subscription plan?
Collection FAQs
How do I get access back after my service was turned off for non-payment?
You will need to pay for your subscription to restore service. You can login to your account to issue payment. Please note that you will need to login as Master Account Holder in order to make your payment and restore service. If you are logged in as Master Account Holder and note seeing the option, please contact our Customer Care Team.
Tax FAQs
How am I taxed?
You are taxed on the overall subtotal of your invoice. We are required to collect any tax required by local laws, such as VAT (Value Added Tax) for all European Union countries and from all customers with UK billing addresses. Many U.S. states require sales tax as well.
How do I request a U.S. tax exemption?
- Make sure you have your state tax exemption certificate.
- Contact GoTo Customer Care.
- Provide Customer Care with your exemption certificate.
- A request will be submitted by your Customer Care Agent and they will follow up with any status updates as they are available.
VAT Exemptions
- Sign in to GoTo Admin.
- From Billing, select Addresses.
- Enter your VAT-ID/VAT Number.
- Save your details.