LogMeIn Resolve 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

Still can't find information you need after reading this article?

The Basics

Manage your subscription

Sign in to GoTo Admin.
Go to Billing > Subscriptions 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.
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-hand corner 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

Manage my payment methods in GoTo Admin

Learn how to view and edit your payment methods in GoTo Admin.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

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.

The default payment method will be charged according to the payment plan you chose when signing up (monthly/annually).

Add a new payment method

Sign in to GoTo Admin.
Select Billing from the left navigation menu.
Select Payment method from the left panel.
Select Add a card, Add a bank account, or Connect an account to add your desired payment method.
Follow the on-screen instructions to save your payment method. Check the box next to Set as default method if you want to use this payment method by default.

Cancel services

Cancel a trial

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 for using LogMeIn Resolve. However, some of the features you are accustomed to using will change. To learn about the features you'll miss when your account changes from a trial account to a free account, view https://www.goto.com/it-management/pricing/resolve.

Modify or cancel a subscription

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.

Pay a bill

Auto-renewal is automatically activated, so you don't need to take any action when it's time to pay a bill. As long as you have a valid credit card on file, you don't need to worry about anything.

What if I don't have a valid credit card on file?

If you don't have a valid credit card on file, log in to GoTo Admin and update your credit card details found on the Billing > Payment method page. See Update your credit card details.

What if my service is turned off for non-payment?

If your credit card expires and you fail to update your payment details on time, your service will be turned off.

View and download invoices

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

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

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

Result: All paid invoices will be displayed.
To download an invoice, select Download.
Result: The invoice will display in a new browser tab.
Select from the top-right navigation bar to download the invoice.

What to do next: If you are in need of an original invoice, please use the Contact support option in this article.

Manage my billing address and shipping info in GoTo Admin

You can manage your billing address and shipping info online in GoTo Admin.

Before you begin: You must be a billing admin to access the billing section.

Add or update a billing address

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

General Billing FAQs

How and when do you bill?

No one likes a surprise so let's break down how and when we bill:

When?

If this is your first invoice, you can expect to be billed for service on the billing start date listed on your quote. This information is also listed on the PDF you were emailed upon sign-up. However, unless your billing start date is between the 1st and 5th when we regularly invoice, you won't receive the invoice until the beginning of the following month.
If this is a recurring service invoice, you can expect to receive a paperless invoice to your email between the 1st and 5th of each month. If you need to change who receives the invoice, see "How do I change who receives invoices and receipts?"

How?

We do not count or charge you until your billing start date. Any free months offered will begin when the contract is signed (service start date) and billing will start after the free months have been provided.

We invoice at the start of the month for that current month. This means that if anything is changed (adding/removing add-on features, 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 or for your initial days of service on the following month's invoice.

Examples:

If your billing start date is 7/15, you will have prorated charges for the 16 days in July as well as the full month of August on your August 1st invoice.
If you have 5 licenses and 3 camera share add-ons on your account when we bill on August 1st, then you add 2 licenses and 1 camera share add-ons on August 20th, your September 1st invoice will show regular service charges for the 7 licenses and 4 camera share add-ons now on your account as well as pro-rated charges for 2 licenses and 1 camera share add-on that was used from 8/20-8/31.

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.

How do I get access back after my service was turned off for non-payment?

You will need to pay your bill in full.

You can pay online in the Billing section of GoTo Admin.

If wire payment has been sent, call or email Customer Payment Support to share proof of payment. Please note that we are unable to accept payments by phone.

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 FAQ's

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.

Request U.S. tax exemption

Apply for a new or updated tax exemption to reduce or exclude taxes based on federal, state or local guidelines. This feature is only available in the United States at this time.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

A document proving tax exemption is required.

Sign in to GoTo Admin.
From Billing, select the Tax exemption tab.
Select the + Submit new request button.
Upload your government issued tax certificate.
Fill out the remaining fields.
Select Save.
Result: We will send you a confirmation email stating that your request has been received.

What to do next: Track tax exemption status and update the exemption request as needed based on the approver's comments.

VAT Exemptions

Apply for a new or updated tax exemption to reduce or exclude taxes in Europe.

Before you begin: You must be a billing admin to access the billing section in GoTo Admin.

A VAT number is required.

Sign in to GoTo Admin.
From Billing, select the Tax exemption tab.
Select the + Add VAT number button.
Enter your VAT number
Select Save.

Partner FAQs

When will I receive my commission payout?

We pay commissions on the 15th of every month. There are two types:

Residual Commissions — These do not require payment first and will pay out the same month the customer was invoiced.
Upfront/One-Time/SPIFF Commissions — These require the customer to pay their invoice before commissions will pay out to you. Typically, you can expect to receive your pay out 30-45 days later, with the commission run on the 15th of that following month.

If you still haven't received your commission after this time period, please contact us at 801-980-3547 M-F 8am to 5pm MT, or send us an email at partnerquestions@goto.com. We will reply in the order your email was received.

How do I get a copy of my commission report?

Commission reports are sent by the 20th of every month. If you haven't received a copy by then or are in need of another one, contact partnerquestions@goto.com with your request. Please be sure to mention which month you need.

Article last updated: 27 May, 2025