HELP FILE

Why am I Unable to Support Mobile Devices?

GoToAssist Remote Support v5 agents must have an active GoToAssist Remote Support Mobile add-on license to be able to support mobile devices.

  1. The billing contact for your account needs to purchase the Mobile add-on license(s).
  2. A GoToAssist Remote Support Administrator needs to assign the Mobile add-on license(s) to the agent(s) they want to be able to support mobile devices. Follow instructions in Manage Product Seats for Users.
    Tip: In the Products pane, make sure that under Agent for GoToAssist Remote Support, With Mobile Add-on is selected when specifying which products the user should be able to access.
Restriction: Remote Control is currently available only for Samsung devices and supported versions of LG and Huawei devices. Remote Control is not available on iOS devices.

For further information about supporting mobile devices, also see: