LogMeIn Pro Billing User Guide

Answers to all your most commonly asked billing questions.

Here are a few shortcuts to solve your issue:

Update credit card details
View subscription details
Cancel services

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.

The next time you access your billing details, quotes, invoices, or subscription, you'll be redirected to the new and improved GoTo Admin billing portal.

Note: There are no changes being made to join.me! This upgrade only impacts subscription and billing features.

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 select Billing, then select either Billing History or Billing Information

How does your experience change?

As a Master Account Holder, you can access all your billing information in GoTo Admin. For example, here's what you see when you are looking for subscription information:
Billing subscriptions view

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

Most major credit cards are accepted, including the following:

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?

Learn how to view and edit your payment method online.

Before you begin: You must be the Master Account Holder to see the billing information of your account.

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).

Sign in to GoTo Admin.
Select Billing, and then choose the Payment method tab.
To edit your payment method, select Edit.
Modify the information as needed and save your changes.
Add or modify your billing information and payment method as needed.

Why is my payment not processed?

There are a variety of reasons why billing failures can occur. If you are experiencing issues, here are some recommendations.

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:
1. Reenter your existing credit card data OR enter a new credit card on the payment page.
2. 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?

To cancel your GoTo/LogMeIn account, or change the auto-renewal status of your account, please select the Contact Support option in this article on the right as online cancellation is not currently available. Our team will be happy to help you.

Note: We are GDPR Compliant – ask a Customer Care rep how you can enable data privacy when deleting your account.

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 Billing > Invoices.
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 Billing > Invoices in GoTo Admin.

How?

You will be charged upon initial transaction, after trial period (if applicable), then automatically renewed at the end of your billing period. Should you upgrade your plan during the period, you will be automatically prorated for the amount of credit that you have remaining on your account. This prorated amount will be applied towards your new subscription price.

Note: When you're signed in to GoTo Admin, you can view your renewal date by selecting the Billing > Subscriptions menu. If you do not see subscription information there, you may not have an active subscription. Contact us to find out.

How do I view/download my invoices?

View or download previous invoices as needed for your own records from within GoTo Admin.

Note: You must be the Master Account Holder to access the billing section.

You may notice some changes to the line items on your invoice, but please know that nothing has changed regarding your billing charges.

If you are not already, sign in to your admin portal.
Select Billing, and then choose the Invoices tab.

Result: All paid invoices will be displayed.

Note: Can't see paid invoices? Maybe your transaction hasn't been processed yet. Contact us to find out.
To download an invoice, select Download.
Result: The invoice will display in a new browser tab.

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?

You must be the Master Account Holder to access the billing section.

Sign in to GoTo Admin.
Select Billing, and then choose the Addresses tab.
To edit your billing address, select Edit.
Modify the address as needed and save your changes.

Note: If an error is displayed, it is because the address is invalid.

How do I view an electronic quote?

Before you begin: You will need to have a received an email with an electronic quote. There will be a link in the email to access the steps listed in this article.

Select the link in the quote email.
Result: You will be directed to GoTo Admin.

User type	How-to
First time user:	You will need to set up your password and then you will be automatically signed into GoTo Admin and directed to the Quotes section.
Existing user:	Sign in to GoTo Admin. If you are not automatically directed to the Quotes section, select Billing > Quotes.

Select Reject to reject the quote or Check out to accept.
Result: If you have rejected the quote, you are done with the process. If you have accepted the quote, continue with the following steps.
Verify your billing address is correct. If it is not correct, select , make changes as needed, and save.
Verify or add your shipping address if you have ordered physical hardware.
Verify or add your payment details and save.
Select Next: Review order.
Follow the prompts to complete the order.

How do I view my current subscription plan details?

Sign in to GoTo Admin.
From Billing, select Subscriptions.
View your current trials and/or subscriptions, licenses, renewal dates, and so on.

Make sure you contact support if your subscription's status changes to "limited".

How do I modify my subscription plan?

Sign in to GoTo Admin.
From Billing, select Subscriptions.
Select a subscription to manage its details and/or choose available add-ons and upgrades.
If prompted, enable Monthly or Annual billing and then select Add to cart.
Select Checkout.
If prompted, enter payment details.
Review the order details and select Buy now.

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?

If you are tax exempt, you can submit a request to have taxes removed from your invoices.

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

If you have a VAT ID, you can enter this on the Billing Information page.

Sign in to GoTo Admin.
From Billing, select Addresses.
Enter your VAT-ID/VAT Number.
Save your details.