LogMeIn Customer Care: How to Reach GoTo Support and Get Faster Resolutions

“LogMeIn” Is Now GoTo: What Changed and Why It Matters for Support

LogMeIn rebranded to GoTo in February 2022. The support organization, portals, and documentation all now live under the GoTo brand. If you use LogMeIn Rescue, Central, Pro, Hamachi, GoToMyPC, or GoToMeeting/GoTo Connect, you will contact customer care through GoTo’s channels. The underlying products and licensing remain valid; only the branding and URLs have shifted.

For consistency, GoTo maintains product-specific help centers and community spaces. Bookmark these official resources to avoid outdated “LogMeIn-era” pages: support.goto.com for documentation and cases, community.goto.com for peer answers, and status.goto.com for live uptime and incident updates. If you administer legacy accounts, the Admin Center and billing pages are accessible from your product’s “Admin” or “My Account” menus after sign-in.

Official Support Channels and Availability

To reach customer care, start at https://support.goto.com, sign in with the same email used for your subscription, and select your product. Depending on your plan and region, you’ll see options for chat, web case creation, and call-back/phone support. Phone numbers and call-back options are displayed contextually after sign-in; there is no single public hotline that covers all products globally.

For self-service, the product help centers are updated continuously with release notes, known issues, and step-by-step guides. The community forum at https://community.goto.com is useful for configuration tips and real-world workarounds from other admins. Always check https://status.goto.com if you suspect a platform-wide issue; it shows component-level status, incident timelines, and maintenance windows with historical data.

The Fastest Path to a Human: Practical Steps

From within the product interface, click Help or Support and choose Contact Support. This route passes your account and product context automatically, which shortens triage time and, when available on your plan, reveals your local phone/call-back options. For Rescue, technicians can generate a PIN in-product to begin secure remote diagnostics; include that PIN in your case or have it ready when the agent joins.

If you cannot sign in (e.g., account lockout or SSO failure), use the “Can’t sign in?” links on the login page to regain access or open a limited-access case. For urgent service-impacting incidents, note that qualifying enterprise plans may include 24/7 live support for products such as Rescue; availability varies by contract. If you’re unsure, ask the agent to confirm your entitlements at the start of the interaction.

Prepare an Effective Support Case

Well-prepared cases are resolved faster. Before you chat or submit a ticket, gather precise environment and event details. Time-box your testing and capture evidence while the issue is reproducible. If you operate across multiple sites, capture the differences (network path, proxy, endpoint build) between failing and working locations.

• Account context: product name (e.g., Rescue, Central), plan tier if known, your admin email, and organization/account ID from your Admin Center.
• Scope and impact: how many users/devices affected (1, 10, 1,000), locations (e.g., US-East, EMEA), and business impact (cannot remote in to VIP endpoints, onboarding blocked, etc.).
• Repro steps: exact clicks and fields; include the last step that succeeds and the first step that fails.
• Timestamps and time zone: record in UTC (e.g., 2025‑08‑28T14:22Z) to align with backend logs.
• Error artifacts: full error text, codes, and screenshots. If you have HTTP traces (HAR) or application logs, attach them. Redact secrets before sharing.
• Environment: OS versions (Windows 11 23H2 build 22631.x, macOS 14.5), browser versions, antivirus/EDR, proxies, and VPNs in path.
• Network: whether outbound TLS 1.2+ to GoTo domains is allowed, any SSL inspection, and corporate firewall policy changes around the onset.
• Change history: recent updates (patch Tuesday, MDM policy change, new SSL certificate pinning), with dates.
• Troubleshooting done: steps already tried and outcomes, so agents don’t repeat them.
• Contact window: your availability (with time zone) and a call-back number if permitted by your plan.

Do not share passwords or MFA codes. GoTo staff will never ask you for credentials. Use secure file transfer links provided within the support case to upload logs, and prefer sanitized samples over production datasets when possible.

Response Times, Escalation, and Tracking

After submitting a case, you’ll receive a confirmation email with a case ID and a link to track progress at https://support.goto.com under My Cases. Chat sessions generate a transcript that you can reference when the case transitions to email or phone. Complex issues may be escalated to product engineering; you’ll see status changes (In Progress, Waiting on Customer, Pending Vendor, Resolved) in the portal.

If impact increases or a workaround fails, request an escalation within the same case—this keeps history intact. You can ask for a duty manager or severity review and provide updated impact details (number of users affected, regulatory deadlines, or incidents tied to SLAs in your contract). If you’re managing multiple tickets on the same root cause, ask the agent to link them to a single problem record.

Billing, Licensing, and Account Changes

Billing and license management are handled in your product’s Admin Center under Billing or Subscription. From there you can update payment methods, add/remove seats, download invoices, or assign licenses to users. Many plan changes take effect immediately; billing proration depends on your contract terms and renewal cycle visible on that page.

If your payment fails or your trial expired, restore access by updating the card or purchase order details in the portal, then contact support with the invoice number shown on-screen. For ownership changes (company mergers, domain changes, or DPA updates), open a case and attach authorization on company letterhead; support will guide identity verification and transfer steps.

Self‑Service Fixes for Common Issues

Many connectivity and performance problems are environmental. Confirm your endpoint has the latest GoTo/LogMeIn client or plugin and that OS/browser updates aren’t blocked. If you use SSL inspection or a forward proxy, temporarily bypass it for GoTo domains to isolate the issue. Always test on a clean network (mobile hotspot) to determine if the problem is client, network, or service-side.

• Rescue connections failing: ensure outbound HTTPS (TCP 443) to GoTo service endpoints is permitted; verify system time sync (±5 minutes) to avoid TLS handshake errors.
• Central or Pro host offline: check the host service status, restart the service with admin rights, and confirm the device isn’t asleep or hibernating due to new power policies.
• Browser add‑in prompts: clear cached extensions, test in a private window, and confirm the extension is allowed by your MDM policy.
• SSO login loops: verify IdP clock skew and recent certificate rotations; test with a direct non-SSO login (if enabled) to isolate the federation layer.
• Audio/video quality (GoTo products): run a wired test, close high-CPU apps, and verify no QoS or bandwidth caps were introduced on WAN links.

When you find a working workaround (e.g., bypassing a proxy), document it in your case with exact settings. This helps support pinpoint the failing layer and propose a durable fix, such as domain-based allowlists or updated certificate trust chains.

Security, Privacy, and Compliance Considerations

GoTo publishes security, privacy, and compliance details—including SOC 2 reports, GDPR commitments, and DPAs—at https://www.goto.com/company/trust. If you must share diagnostic information, scrub PII where feasible and limit artifacts to the smallest necessary scope. For regulated environments, ask support about data handling locations and retention applicable to your product.

For remote assistance sessions (e.g., Rescue), use session PINs and explicit consent screens. End users can terminate sessions at any time, and actions are logged. If your policy requires it, archive session reports in your ticketing system and map them to case IDs and change records for audit trails.