LogMeIn Pro Billing User Guide
As a Master Account Holder, you can access all your billing information in
GoTo Admin, which is our new billing portal. Only Master Account Holders can manage their billing information.
Here are a few shortcuts to solve your issue:
- Update credit card details
- View subscription details
- Regain access to your expired subscription
- Cancel services
Note: Online self-service cancellation is not yet available. please select the Contact support
option in this article for further assistance.
Still can't find information you need after reading this article?
The Basics
Which is your billing portal?
The steps for updating your billing address or company info depends on the billing portal you use. Compare your billing portal with the info below to identify which steps are for you:
| GoTo Admin | Corporate Billing Portal | LogMeIn Classic billing portal |
|---|---|---|
 |
 |
 |
| If you manage your billing and subscriptions at https://admin.goto.com, you use GoTo Admin. | If you sign in to your billing portal at Corporate Billing Portal, then you use the Corporate Billing Portal. | If you sign in to your billing portal at https://store.logmein.com/subscriptions, then you use the LogMeIn Classic billing portal. |
Access and identify your billing portal
Steps to access your billing portal, and the billing portal you use, depends on your product subscription, how you purchased your plan, and if you have the right permissions.
Access your billing portal from LogMeIn Pro
Before you begin:
We're in the process of migrating all
LogMeIn Classic billing portal accounts over to
GoTo Admin. Here's how to access and identify your billing portal if you're unsure which one you use:
- Select Settings from the top menu bar.
- Compare what you see in your billing portal with the info below to identify which billing portal you're using:
GoTo Admin LogMeIn Classic billing portal 
If your billing portal looks like this, then you're using GoTo Admin. Depending on the steps you've taken to reach your billing portal, you may be taken to a different page within the Billing menu. If your billing portal looks like this, then you're using the LogMeIn Classic billing portal. Depending on the steps you've taken to reach your billing portal, you may be taken to a different page, but all pages from this billing portal has the same design.
Use the GoTo Admin billing portal
- Select Billing from the left navigation bar. Depending on your plan, you may have some or all of the following billing options from the left menu:
Use the LogMeIn Classic billing portal
Before you begin:
Update your 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).
- Add or modify your billing information and payment method as needed.
Accepted payment methods
For pricing information, go to https://www.logmein.com/pro.
You can have up to four cards, two bank accounts, and two connected payment methods.
We accept the following payment methods:
- Direct debit / direct deposit
- Most major credit / debit cards, including:
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Bank/wire transfer or check. For bank and check remittance info, learn more.
Make payments and manage my payment methods
Learn how to pay your bill, change your payment methods, and use autopay in your billing portal to avoid a disruption of service.
If your billing portal looks like this:
Before you begin: You must be a billing admin to access the billing portal.
We accept most credit/debit cards (Visa, Mastercard, American Express, and Discover), PayPal, direct debit/direct deposit, or check. The card on file will automatically be charged
according to the payment plan you choose when signing up (monthly/annually).
- Sign in to GoTo Admin.
- Go to
Billing > Payment method from the left navigation menu. - To add new payment methods, select Add a card, Add a bank account, or Connect an account and follow the on-screen instructions.
- To update your payment methods, select the desired payment and make changes as needed.
If your billing portal looks like this:
We accept most credit/debit cards (Visa, Mastercard, American Express, and Discover), PayPal, direct debit / direct deposit, or check. We also take your privacy and security seriously, securing all payments with
256-bit encryption. If there is ever suspicious activity, select the
Contact Support button in this article to request logs of all billing activity on your account.
- Sign in to GoTo Admin.
- Select Billing from the left navigation menu.
- To add a new payment method:
- Select , choose your payment type.
- Complete the required fields and then select Add.
- To turn on autopay:
- Select .
- Choose your Default Payment Method and then toggle Autopay on (or off).
Note: We take your privacy and security seriously. We secure all payments with 256-bit encryption, and our team logs all billing activity on your account. If there is ever suspicious activity, please select the Contact Support in this article to request these logs from our Billing Department, as they will help you verify that all access, payments, and changes were authorized.
- To pay your bill online:
- Select .
- Choose your payment method and then select Submit. You should have an on-screen message confirming that your payment was received. You will also see your invoice status change from Due to Paid. If your payment is declined, you can resubmit after one hour. If your services were shut off due to late payments, they will be turned on automatically once your overdue balance equals $0.00.
- To change your default payment method:
- Select .
- Select Default next to the method you want as your default.
View/download invoices and change invoice recipients
View and download your invoices, or change who receives the invoices in your billing portal so that you can stay on top of your bill details and maintain your own records as needed.
If your billing portal looks like this:
Before you begin: You must be a billing admin to access the billing portal.
What to do next: If you are in need of the original copy of an invoice, please reach out to our Sales team.
If your billing portal looks like this:
- Sign in to GoTo Admin.
- From the left navigation menu, select Billing to launch your associated billing portal in a new tab.
Troubleshooting: If you do not view this option, go to the My Account page at https://myaccount.logmeininc.com and select Go to Billing to access your designated Billing Center.
- To view your current balance and invoice history, select . Select View to view a detailed breakdown for a specific invoice.
- To download an invoice, select Download Invoice on the one you want to save. It will download an invoice acknowledgement. Currently, this option will not display for hardware orders.
- To manage your email recipients, select and then choose what you want to do:
- Add email addresses under Where should we email your monthly invoices?. You can have up to 5 emails.
- Change who is the Main billing contact and then select Save.
- Select
to remove a recipient.
Add and manage billing admins
Manage who can access and manage your billing account, including managing subscriptions, making payments, and updating your billing information.
Note:
Billing admins are users that can access your billing portal. Depending on their permissions, billing admins can view and manage some or all of your account's billing information, payment methods, subscriptions, tax exemption, and quotes.
Currently, you will need to contact support to add a new billing admin or manage your existing billing admins.
Manage your billing address and company info
Add or update your billing and shipping address and company info to maintain a seamless billing experience.
Add or update your billing address and contact info in GoTo Admin
- Go to in the left navigation menu.
- Sign in to GoTo Admin.
- Under Billing information, select Add billing address (if you haven't added a billing address yet) or Edit (to update an existing billing address).
- Provide or update the following info:
- Contact info: Provide your company's primary contact info.
Tip: If you want to include multiple email addresses, provide the main email in Email and all additional emails in the CC email (optional) field. Separate each email addresses with a comma.
- Billing address: Provide the billing address associated with the payment methods you have on file. Taxes on your invoice will be calculated based on your billing address.
- Contact info: Provide your company's primary contact info.
- Select Save.
Add or update a shipping address in GoTo Admin
- Go to in the left navigation menu.
- Sign in to GoTo Admin.
- Under Shipping information, select Add shipping address (if you haven't added a shipping address yet) or Edit (to update an existing shipping address).
- Add or update your shipping information as need.
- Select Save.
Manage your billing information in the LogMeIn Classic billing portal
Before you begin:
You can add or update your name, company info, and billing address from the
LogMeIn Classic billing portal.
- Sign in to your LogMeIn Pro account.
- Select from the top menu bar.
- Add or update your name, company name, email address, and phone number associated with your company account.
- Add or update the billing address tied to the default payment method used in your account.
- Select Save.
Cancel 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.
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.
Before canceling your subscription
Contact support to cancel
Note:
If you have a set-term contract with GoTo (for example, a 15-month contract), you must call at least 30 days prior to your contract’s renewal date to avoid being charged for an additional term.
To cancel your subscription, select Contact support to the right of this article.
Frequently Asked Questions
- Can I cancel a trial/free account?
- You don't need to cancel a trial account. When your trial period expires, your subscription automatically reverts to a free subscription. "Free" means free and you won't pay anything – you have to manually change your subscription to a paid one in GoTo Admin.
- Will I get a refund if I cancel before my contract is up?
- No. GoTo has an official no-refund policy, so you will not receive a refund if you want to cancel your subscription before the end of your plan term.
- How do I confirm that my subscription is canceled in GoTo Admin?
-
If you have a contract with
GoTo, you will receive email confirmation that your subscription was canceled.
For non-contract users in GoTo Admin, you can verify a subscription is canceled in one of two ways depending on your billing experience:
- Go to . You can find inactive subscriptions you've cancelled on this page.
- Canceled products will appear under the Discover other GoTo products from .
- What happens once I cancel my subscription?
- You will lose access to all data associated with that product subscription. This data will be deleted from our servers six months after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription.
- How do I modify my subscription instead of canceling?
- If you want to modify your subscription by downgrading your plan or removing an add-on, you'll need to contact support. However, you can purchase additional licenses, add-ons, or devices in GoTo Admin from .
- How do I delete my account data once I cancel my subscription?
- Canceling your subscription will not delete any of your user or account data. However, GoTo is GDPR compliant so if you'd like to enable data privacy by having your account info deleted, visit Privacy: Questions and Requests to learn more.
Manage my subscriptions in GoTo Admin
View, modify, and upgrade product subscriptions and their add-ons.
Before you begin:
This article reviews how to view and modify your subscriptions in
GoTo Admin. If you're looking to cancel a subscription, visit
Cancel my subscription.
View your active and expired subscriptions
- Go to from the left navigation menu. From this page, you can:
- View active subscriptions and purchase additional product subscriptions.
- Reactive cancelled and expired subscriptions under the Expired tab.
- Review subscription details, including how you're billed (annually or monthly) and your subscription renewal date.
- Try out or purchase additional product subscriptions.
Add a trial subscription
Modify a subscription
Depending on your product subscription, you may be able to upgrade your plan, purchase additional licenses and product add-ons, rent equipment, and cancel your subscription.
Important: You may be blocked from upgrading or adding to your plan if you have overdue and unpaid invoices.
- Select Manage subscription under the product subscription you want to modify.
- Depending on the product, you may have some or all of the following subscription management options:
- Cancel your subscription.
Restriction: The ability to cancel your subscription depends on how you purchased your plan and which product you're using. To learn more, visit Cancel my subscription.
- Purchase add-ons, licenses, devices, and more under Add to your plan.
- Upgrade your plan or compare different plan options under Upgrade options.
- Additional options: Select
in the top right-hand corner to:
- Switch to annual or monthly billing.
- Review and select recommended plan renewal options.
- Cancel your subscription.
- If you're purchasing or upgrading your plan, select Check out from the cart window and follow the on-screen prompts to finalize your purchase.
View my subscription renewal or expiration date in GoTo Admin
View your subscription's automatic renewal date or subscription end date to better understand your billing cycle.
Before you begin:
You must be a billing admin to access the billing section in GoTo Admin.
- Sign in to GoTo Admin.
- Go to from the left navigation bar. You can find your subscription's renewal date or expiration date (for canceled subscriptions) in the product card, under the billing frequency.
What to do next:
Upgrade your subscription if desired.
General Billing FAQs
Only the Master Account Holder can manage billing information and change/modify subscriptions.
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:
- 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.
When and how am I billed?
Learn how and when we bill in your specific billing portal so that there are no unexpected surprises.
If your billing portal looks like this:
When am I billed?
If you selected the monthly plan, you will be billed every 30 days from your signup date or once upon initial purchase if you selected the annual plan.
How am I billed?
The card on file will automatically be charged according to the payment plan you choose when signing up.
If your billing portal looks like this:
What should I expect from my first bill?
| Product | What happens |
|---|---|
| Voice |
|
| Broadband/Data | Billing activation begins shortly after we receive confirmation from the service provider that the broadband/data circuit has been activated. |
When am I billed?
We email paperless invoices between the 1st and 5th of each month. If this is your first bill, you will be billed on the billing start date listed on your quote (you can also find this information in the PDF emailed to you upon sign up).
How am I billed?
We do not count or charge you for usage outside of your plan (Toll-free inbound calls, international/premium outbound calls, etc.) until your billing start date. Any free months offered begin when the contract is signed (service start date) and billing will start after the free months have been provided. We bill at the start of the month for that current month. This means that if anything is changed (adding/removing phone numbers, devices, etc.) after the first of each month or if your initial billing start date is after the first of the month, you will see prorated charges for those changes on the following months invoice. For example, if your billing start date is 7/15 or if you added additional things to your account on this date, you will have prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
What are the line items on my invoice?
| Line Item | Description |
|---|---|
| - Service Charge | Billable devices on your account (phones, ATAs, paging devices, etc.). Certain devices, such as handsets, are billed per extension. |
| Standard Phone Numbers (DID) | Billable phone numbers on your account (toll-free, inbound-only, two-way, international). |
| Prorated Charges | Charges that occur if your billing start date is after the 1st of the month when we invoice. |
| Included Minutes in Plan | Minutes used within your service plan (local and long distance). |
| Domestic Premium Minutes Not in Plan | Outbound minutes to numbers not included in your service plan or to premium prefixes (e.g., +787555in the US). view premium prefixes. |
| Outbound Minutes Overages | Outbound minutes that exceeded your service plan. Extension to extension dialing is considered outbound calling. |
| Toll-Free Phone Numbers (DID) | Inbound minutes to your toll-free numbers. |
| International Phone Numbers (DID) | Outbound minutes to countries outside your billing address. view our international rates. |
| SMS Included in Plan — US and CAN only | SMS Credits user within your service plan. SMS credits refer to an allowance provided to the account to send and receive SMS and MMS messages. A single credit accounts for on average 160 characters (not including emojis, links or pictures). SMS credits reset every month. SMS and MMS are available in United States and Canada only. |
| SMS Overage — US and CAN only | SMS Credits that exceeded your service plan. The overage charge in the US is $0.0055 per SMS credit and $0.00715 in Canada. |
| State and Local Regulatory Fees (“SLRRF”) — US only | The SLRRF charge is used to recover state and local taxes and fees which may be applicable to your service. The SLRRF is a separate line item charged in addition to a customer's monthly service costs and is subject to change from time-to-time as state and local taxes change. |
| Regulatory Recovery Fee (“RRF”) — US only | The RRF charge is used to recover some of the various compliance costs, expenses and administrative fees that we incur related to (i) our federal, state and locally-mandated communications reporting and regulatory compliance requirements and programs, such as the Telecommunications Relay Services (TRS) Fund; (ii) ensuring our ongoing compliance with requirements for connectivity with the Public Switched Telephone Network (PSTN) as well as managing our relationships and interoperability with our third-party telecommunication carrier partners; (iii) responding to subpoenas, civil investigation demands and other regulatory and/or law enforcement requests or investigations; and (iv) improving, managing and acquiring intellectual property and other proprietary rights used to provide our services. These fees are not taxes or charges required or assessed by any government. The RRF is a separate line item charged in addition to a customer's monthly service costs and may be subject to change from time-to-time as our costs of compliance change. |
| Federal and Province Regulatory Fees — CAN only | The Federal and Province Regulatory Recovery is a non-governmental surcharge imposed by most Canadian telephone companies on their customer's monthly bills. The fee ranges depending on the wireless service selected. |
| Goods and Services Tax (GST) — CAN and AUS only | This is a tax imposed on the supply of goods and services that are purchased in Canada (5%) or Australia (10%), except certain items that are either "exempt" or "zero-rated": For tax-free — i.e., "zero-rated" — sales, GST is charged by suppliers at a rate of 0% so effectively there is no GST collected. |
| The Harmonized Sales Tax (HST) — CAN only | This rate is 13% in Ontario and 15% in the following four provinces: Nova Scotia, New Brunswick, Newfoundland and Labrador, and Prince Edward Island. |
| Provincials Sales Tax (PST) — CAN only | This is a province-specific tax that is collected separately from the GST. In British Columbia and Saskatchewan, it is called simply PST; in Manitoba, the provincial tax is known as Retail Sales Tax (RST); and Quebec charges Quebec Sales Tax (QST). |
| Quebec Sales Tax (QST) — CAN only | The most common consumption taxes for Québec residents are: the goods and services tax (GST), which is calculated at a rate of 5% on the selling price; and the Québec sales tax (QST), which is calculated at a rate of 9.975% on the selling price excluding the GST. |
| VAT — DE, UK, and IE only | Services & goods are subjected to VAT. |
| Subscription fee for . | |
| Universal Service Fee (USF) — US only | The Universal Service Fee (USF) is a charge used to recover the costs of our mandatory contributions to the Federal Universal Service Fund (FUSF). The FUSF is a U.S. government-administered program intended to help subsidize telecommunications and broadband services for those living in rural and high-cost areas and for low-income consumers, schools, libraries and healthcare facilities. The Federal Communications Commission (FCC) requires companies who offer telecommunications services to contribute a percentage of their interstate and international revenues to the FUSF. We are permitted to recover the cost of our contributions to the FUSF from our customers. FUSF contribution rates are set by the FCC on a quarterly basis and are subject to change. Therefore, the FUSF amounts collected on your invoice may also be subject to change. |
| Rentals | Charges for equipment rented from . |
Review and accept or reject quotes in GoTo Admin
Review and accept/reject electronic quotes in
GoTo Admin.
Before you begin:
- Go to Billing > Quotes from the left navigation menu.
- Review the quote details, which can include the following info:
- Contract period and renewal date
- Total charges for the contract period. Hover your mouse over the
info icon in the Annual/Monthly/Quarterly charges widget to get a breakdown of your charges. - Total savings for the contract period. Hover your mouse over the info icon in the Total savings widget to get a breakdown of your savings.
- Total charges for the contract period, broken down by each product, add-on, and device.
- Quote order summary, with taxes included. Hover your mouse over the info icon next to Applicable tax for more info.
- Review your billing info. Select
to update your billing address. Select Next when you're done. - Review your order. Select next to Billing info or Payment details if you want to make any changes.
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 do not see the option, please contact our Customer Care Team.
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.
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.