LogMeIn Rescue Live Lens Billing User Guide
Answers to all your most commonly asked billing questions.
Payment Methods
What payment methods do you accept?
Credit/Debit Cards
Credit/Debit cards accepted
- 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 manage my payment method?
Learn how to view and edit your payment method online.
- 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.
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 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 at https://secure.logmeinrescue.com/Account/Login. 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.
How?
How do I view/download my invoices?
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.
How do I view my current subscription plan details?
- Sign in to your account.
- Click your account name at the top, and then choose Subscriptions from the drop-down menu.
- View your current trials and/or subscriptions, licenses, renewal dates, etc.
How do I modify my subscription plan?
- Sign in to your account.
- Click your account name at the top, and then choose Purchase subscription from the drop-down menu.
- Select the new plan and add-ons that you wish to upgrade to.
- Select Buy Now.
- Confirm your billing information and payment details.
- Review the order details and select Buy.
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 as online cancellation is not currently available. Our team will be happy to help you.
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
- 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.