LogMeIn Rescue Billing User Guide

Answers to all your most commonly asked billing questions.

The Basics

Accepted payment methods

For pricing information, go to .

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.

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).

Sign in to your account.
Click your account name at the top, and then choose Billing information from the drop-down menu.
Add or modify your billing information and payment method as needed.

General Billing FAQs

Only the Master Account Holder can manage billing information and change/modify subscriptions.

How and when do I get a bill?

Your account will be charged when you first subscribe. If a trial period applies, charges begin after the trial ends. Your subscription automatically renews at the end of each billing period, which is what we call auto-renewal. If you upgrade during a billing period, we will apply any remaining credit from your current plan to your new subscription cost.

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 your account. Then click your account name at the top, and choose Billing history from the drop-down menu.
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 history.

Note: When you're signed in to your account, you can view your renewal date by clicking your account name at the top and choosing Subscriptions from the drop-down menu.

View and download 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 in GoTo Admin.

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 as Master Account Holder.
Click your account name at the top, and then choose Billing history from the drop-down menu.
Result: All paid invoices/receipts will be displayed.
To download an invoice, select Print Receipt next to any transaction.
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 a billing admin or Master Account Holder to perform this task.

Add or update your billing address and contact info

Sign in to GoTo Admin
Go to Billing > Addresses from the left navigation menu.
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.
Select Save.

Add or update a shipping address

Shipping information is only required if you'd like to purchase physical equipment from GoTo.

Sign in to GoTo Admin
Go to Billing > Addresses from the left navigation menu.
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 subscription

Sign in to your account.
Click your account name at the top, and then choose Subscriptions from the drop-down menu.
View your current subscriptions, licenses, renewal dates, and so on.

Tip: Contact support if your subscription's status changes to "limited".
Select Manage subscription under the product subscription you want to modify.
The following is a sample subscription page in GoTo Admin. Your view may differ.
Optional: Depending on the product, you may have some or all of the following subscription management options:
- Purchase add-ons and licenses under Add to your plan.
- Upgrade your plan or compare different plan options under Upgrade options.
- Select in the top-right to access the following additional options:
  - Switch to annual or monthly billing.
  - Review and select recommended plan renewal options.
Optional: If you're purchasing or upgrading your plan, select Check out in the cart side panel on the right and follow the on-screen prompts to finalize your purchase.

About auto-renewal

Auto-renewal means that your subscription automatically renews at the end of your subscription period. This option can be turned off by contacting support. Here's what happens when you turn off auto-renewal:

Your subscription ends at the end of your upcoming billing period
You essentially cancel your subscription
You will still be able to use our services until the end of your billing period
Cancellation is not immediate, therefore your subscription is not terminated on the date of turning off auto-renewal
As of now, you can only turn off auto-renewal by calling support

How do I modify my subscription plan?

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.

Sign in to GoTo Admin.
Go to Billing > Subscriptions from the left navigation menu.
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.
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.

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.

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

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.

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 do this by logging into your account to submit payment. If you have a contract account, which you signed up for with a Sales representative, and/or pay for your account by wire/check, you can contact our Accounts Receivable Team to arrange payment and service restoration.

Region	Email address	Phone number
Australia	ar-aus@goto.com	+ 1 800 289 406
Canada	ar-us@goto.com	+1 866 956 4634
France	ar-ie@goto.com	+33 0 800 918 519
Germany	ar-ie@goto.com	+ 49 800 181 1942
Spain	ar-ie@goto.com	+34 900 816 440
United Kingdom	ar-uk@goto.com	+44 800 031 4765
United States	ar-us@goto.com	+1 866 956 4634
Rest of the world	ar-ie@goto.com	+1 866 956 4634

How do I contact the Accounts Receivable Team?

If you have a contract account and want to contact the Accounts Receivable Team to discuss your account status, choose your location from the table below.

Region	Email address	Phone number
Australia	ar-aus@goto.com	+ 1 800 289 406
Canada	ar-us@goto.com	+1 866 956 4634
France	ar-ie@goto.com	+33 0 800 918 519
Germany	ar-ie@goto.com	+ 49 800 181 1942
Spain	ar-ie@goto.com	+34 900 816 440
United Kingdom	ar-uk@goto.com	+44 800 031 4765
United States	ar-us@goto.com	+1 866 956 4634
Rest of the world	ar-ie@goto.com	+1 866 956 4634

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 your account.
Click your account name at the top, and then choose Billing information from the drop-down menu.
Enter your VAT-ID/VAT Number.
Save your details.

Article last updated: 21 December, 2023

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