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

Most major credit cards are accepted, including the following:

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 update my 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.

General Billing FAQs

How and when do I get a 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.

How?

You will be charged upon initial transaction, after trial period (if applicable), then automatically renewed at the end of your billing period. Should you upgrade your plan during the period, you will be automatically prorated for the amount of credit that you have remaining on your account. This prorated amount will be applied towards your new subscription price.

How do I view/download my 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.

You may notice some changes to the line items on your invoice, but please know that nothing has changed regarding your billing charges.

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 the Master Account Holder to access the billing section. This is also where you can change your contact email address.

Modify the address as needed and save your changes.

Note: If an error is displayed, it is because the address is invalid.

How do I view my current subscription plan details?

View your current trials and/or subscriptions, licenses, renewal dates, and so on.

Make sure you contact support if your subscription's status changes to "limited".

How do I modify my subscription plan?

Sign in to GoTo Admin.
From Billing, select Subscriptions.
Select a subscription to manage its details and/or choose available add-ons and upgrades.
If prompted, enable Monthly or Annual billing and then select Add to cart.
Select Checkout.
If prompted, enter payment details.
Review the order details and select Buy now.

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 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.

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.

Enter your VAT-ID/VAT Number.
Save your details.

Article last updated: 21 December, 2023