Cancel my GoToAssist Remote Support v5 subscription

Your GoToAssist Remote Support v5 subscription is set to automatically renew at the end of your monthly or contract term. This article discusses how to cancel your subscription and what you should do before canceling.

This article covers how to cancel your subscription for all GoToAssist Remote Support v5 products except the following:

Canceling a GoTo product will turn off your plan’s auto-renewal so it doesn’t renew at the end of the plan term, but your subscription will remain active until the term end date.

For example, if you have an annual contract and you choose to cancel six months into your contract, canceling will turn off auto-renewal once your contract ends, but your plan will stay active for the remaining 6 months until that end date is reached.

Important: GoTo has an official no-refund policy, so you will not be issued a refund for canceling your subscription early.

Before canceling your subscription

Before you cancel your subscription and reach the end of your plan term, we recommend you do the following first:

Ensure you don’t have any outstanding balances left on your account.
Verify if you signed a set-term contract or a month-to-month agreement. If you have a contract, verify the contract’s set cancellation terms, any licensing constraints, and its end-date.
Unassign any licenses from your users . This ensures that no one in your company is using GoTo product(s) when your subscription ends.
Back up or transfer any necessary data, including user data.

Important: Once you cancel your subscription and reach the end of your plan term, you will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the plan term ends and you will not be able to retrieve that data, even if you reactivate your subscription.

Cancel your subscription in

For some products, you’ll have the option to cancel your subscription online in . However, if you purchased your subscription over the phone, you'll need to contact support or a sales rep if you want to cancel.

Currently, you can only cancel these product subscriptions from :

GoToAssist Remote Support v5

For all other products, you can continue to manage your subscriptions in , but if you’d like to cancel or reduce your licenses, you must contact support.

Sign in to GoTo Admin.
Select Billing from the left navigation menu.
From the Subscriptions page, select Manage subscription.
Wait for the page to fully load, then select > Cancel subscription at far right.
Answer the survey questions, then select Continue to cancellation. Alternatively, select Skip to skip the survey.
Select Cancel subscription.

If you don’t see the Billing menu or Subscriptions page in your account, you may not have billing admin permissions. You can reach out to your account admin to request billing permissions, or if you’re unsure who on your account can give you those permissions, contact support.

Contact support to cancel

Before you begin: The following required permissions for canceling a subscription depends on the subscription you want to cancel and how you purchased that subscription (online or via a sales rep):

subscriptions: You must be a super admin.
Purchased with a sales rep: You must be a product admin or authorized billing contact.
All other plans: You must be a super admin or billing admin.

If you have a set-term contract with GoTo (for example, a 15-month contract), you must call at least 30 days prior to your contract’s renewal date to avoid being charged for an additional term.

To cancel your subscription, select Contact support to the right of this article.

For a smoother experience, be prepared with the following info ahead of calling support:

Your account ID
The billing admin email address
The last four digits and billing address of the payment method used in your account
The product(s) you want to cancel

Frequently asked questions

Why can’t I cancel my subscription online?

There are several reasons why you might not be able to cancel your subscription in :

You are not a billing admin for your account.
Cancellation isn’t available in for your product subscription.
You may have outstanding balances on your account blocking you from canceling online. You can check if you have outstanding balances in by going to Billing > Payments due or Invoices > Open invoices.

Can I cancel my subscription midway through my contracted term?

Yes, you can cancel your subscription at any time. However, you will still be charged for the remaining time left on your subscription plan per the Terms of Service.

Example:

If you have a monthly subscription and you cancel halfway through the month, you will still be billed for the entire month, and your subscription will remain active until the end of the month.

If you have a set-term contract (let’s say a 15-month contract), and you cancel with three months remaining on your contract, you will still be charged for the remaining three months. Your contract will also remain active until the original contract end-date.

Will I get a refund if I cancel before my contract is up?

No. GoTo has an official no-refund policy, so you will not receive a refund if you want to cancel your subscription before the end of your plan term.

How do I confirm that my subscription is canceled?

If you have a contract with GoTo, you will receive email confirmation that your subscription was canceled.

For non-contract users in , you can verify a subscription is canceled in one of two ways depending on your billing experience:

Go to Billing > Subscriptions > Expired. You can find inactive subscriptions you've cancelled on this page.
Canceled products will appear under the Discover other GoTo products from Billing > Subscriptions.

If your canceled product doesn't appear under the Expired tab or under Discover other GoTo products, it could be because the plan hasn’t reached its contracted end-date. For example, if your subscription renews at the end of each month, and you cancel 15 days before the plan renews, that subscription will still be considered active until the end of the month.

What happens once I cancel my subscription?

You will lose access to all data associated with that product subscription. This data will be deleted from our servers 90 days after the effective cancellation date and you will not be able to retrieve that data, even if you reactivate your subscription.

How do I modify my subscription instead of canceling?

If you want to modify your subscription by downgrading your plan or removing an add-on, you'll need to contact support. However, you can purchase additional licenses, add-ons, or devices in from Billing > Subscriptions > Manage subscription.

How do I delete my account data once I cancel my subscription?

Canceling your subscription will not delete any of your user or account data. However, GoTo is GDPR compliant so if you'd like to enable data privacy by having your account info deleted, visit Privacy: Questions and Requests to learn more.

Article last updated: 14 May, 2025

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