product icon

Why am I Unable to Support Mobile Devices?

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 How do I enable or disable products for a single user?.
    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.
Article last updated: 27 September, 2022