FAQs

Find answers below to frequently asked questions or contact
Global Customer Support.

GoToMeeting

Attending an Online Meeting
Q: How do I join an online meeting?

Joining a meeting is easy and just takes a few seconds:

  1. Go to www.joingotomeeting.com.
  2. Type or paste in the Meeting ID provided by the meeting organizer.
  3. Click Yes or Always (or Trust on a Mac) if prompted to accept the download.
  4. If requested, enter the meeting password provided by your meeting organizer. You will be entered into the meeting and the Attendee Control Panel and GoToMeeting Viewer window will appear.

You can also initiate the process of joining a meeting by clicking the link sent to you in an email or instant-message invitation, or by clicking the Join a Meeting button on the GoToMeeting.com home page.

Want to attend from your iPad, iPhone or Android device? You can with the GoToMeeting app. Tap the invitation link through an email or web page, or open the GoToMeeting app and enter your name and the meeting ID. You can download the app for free from the App Store or Google Play.

Q: Do I need a GoToMeeting account to attend a meeting?

You do not need a GoToMeeting account to attend a GoToMeeting session. You participate as a guest of the meeting organizer, and there is no obligation to buy or sign up for a free trial. To join a meeting, click the link in the invitation email or go to www.joingotomeeting.com and enter the meeting ID found in the invitation email.

Q: What are the system requirements for attending a meeting?

On a PC

  • Internet Explorer 7.0, Mozilla Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser
  • Windows 8, 7, Vista, XP or 2003 Server
  • Cable modem, DSL or better Internet connection (700 Kbps or faster for HDFaces video conferencing)
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)

On a Mac

  • Safari 3.0, Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser
  • Mac OS X 10.6 – Snow Leopard or newer
  • Cable modem, DSL or better Internet connection (700 Kbps or faster for HDFaces video conferencing)
  • Intel processor (1GB of RAM or better recommended)

Participants wishing to connect to audio using VoIP will need a fast Internet connection, a microphone and speakers. (A USB headset is recommended.)

On an iPad, iPhone, Windows RT tablet or Android device

Q: Can I view presentations in full-screen format?

Yes. On the top of the Attendee Control Panel, click the View Menu button and select the Full Screen option. Or, on the Attendee Grab Tab on the side of the Control Panel you can click the View button to toggle between Full Screen and Window viewing. For an illustrated explanation, consult User Help.

System Requirements & Purchasing
Q: What are the system requirements for running GoToMeeting, GoToWebinar or GoToTraining?

To organize or attend an online meeting, webinar or training session, the following is required:

For PC-based participants:

  • Internet Explorer 7.0, Mozilla Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser
  • Windows 8, 7, Vista, XP or 2003 Server
  • Cable modem, DSL, or better Internet connection
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)

For Mac-based participants:

  • Safari 3.0, Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser
  • Mac OS X 10.6 – Snow Leopard or newer
  • Intel processor (1GB of RAM or better recommended)
  • Cable modem, DSL, or better Internet connection

Participants wishing to connect to audio using VoIP will need a fast Internet connection, a microphone and speakers. (A USB headset is recommended.)

Participants using GoToMeeting with HDFaces will need at least 700 Kbps of Internet bandwidth and a dual-core 1.6GHz CPU with 2 GB of RAM.

For Attendees with GoToMeeting app for iPad, iPhone or Android

  • Free GoToMeeting app from the App Store or Google Play
  • WiFi connection recommended to use VoIP
  • At this time attendees using the GoToMeeting app can only join GoToMeeting and GoToWebinar sessions

For Attendees with GoToMeeting app for Windows RT tablet

  • Free GoToMeeting app from the Windows Store
  • x86, x64 or ARM processor
  • WiFi connection recommended to use VoIP
  • At this time attendees using the GoToMeeting app can only join GoToMeeting sessions

To record a meeting, webinar or training session, the following is required:

  • Windows Media Player Version 9.0 or newer to record on PCs
  • Mac OS X 10.6 (Snow Leopard) or higher to record on Macs
  • Minimum of 800 x 600 Super VGA (1024 x 768 or higher screen resolution recommended)
  • Fast Internet connection
  • 1 GB of hard disk space (recommended)
  • Microphone and speakers (if using for audio)
  • Sound card (if using your computer's microphone and speakers for audio)
  • Telephone attachment device (if using a telephone for audio)

*HDFaces video will not be recorded.

Q: How are GoToMeeting, GoToWebinar and GoToTraining different from each other?

Although each product offers the same powerful online screen-sharing features and ease of use, there are important differences:

  • GoToMeeting: Easily hold unlimited instant online presentations, demonstrations or collaboration sessions with up to 25 attendees. Try it free now.
  • GoToMeeting Corporate: Manage GoToMeeting access for multiple users in your organization. To request more information or purchase, contact sales toll-free at 1 888 646 0014 or through one of our worldwide offices.
  • GoToWebinar: Hold unlimited online events with up to 1,000 attendees, giving you instant global reach for your marketing and communication messages. Try it free now.
  • GoToTraining: Hold unlimited online training sessions with up to 200 attendees, allowing you to move your entire training program online for more efficient customer and employee training. Try it free now.

For more information, see our Product Comparison.

Q: How are GoToMeeting, GoToWebinar and GoToTraining different from competing products?

Built to be simple and powerful, our solutions hold many advantages over competing products:

  • Easier to use: Simple and intuitive design makes it possible for you to hold online meetings, webinars and training without expensive consultants. It's also easy for first-time attendees to join.
  • Flat-fee pricing: Unlimited use of web conferencing, toll-based phone/VoIP conferencing and HD video conferencing make these the most cost-effective solutions available.
  • Security: True end-to-end encryption and password-protected registration capability for webinars and training sessions.
  • Faster deployment: The quickest solutions to deploy and manage.
  • Increased productivity: Because of the convenience and ease, more people in your organization will use these tools more frequently resulting in increased productivity, decreased costs and more revenue opportunities.
Q: Can I host or attend a meeting, webinar or training session using a Mac?

Yes, as long as your Mac meets the system requirement below:

  • Safari 3.0, Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser
  • Mac OS X 10.6 – Snow Leopard or newer
  • Intel processor (1GB of RAM or better recommended)
  • Cable modem, DSL, or better Internet connection
Q: Can I use GoToMeeting on my iPad, iPhone or Android device?

Yes, GoToMeeting account holders can use the free apps to start an instant or already-scheduled meeting from an iPhone, iPad or Android device and present content from an iPad.

And anyone can use the free apps to attend meetings directly from an iPad, iPhone or Android device. These apps make it easy to view online meeting content shared by a GoToMeeting organizer or presenter from a Mac, PC or iPad.

Download the apps free on the App Store and Google Play. Attendees on an iPad, iPhone or Android device can:

  • Attend online meetings wherever you are – at no charge.
  • Join sessions in seconds by tapping a link in an email.
  • View presentations, mockups and reports – whatever the presenter shares on-screen.
  • Connect to audio through your iPad, iPhone or Android device.
  • Pinch to zoom meeting content.
  • Switch between portrait and landscape.
  • Mute or unmute yourself right from your device.

If you are having trouble joining a meeting, please have the organizer contact GoToMeeting Global Customer Support to make sure that they are using the latest version and build.

Q: How do I join a meeting from an iPad, iPhone or Android device?

Tap the invitation link through an email or web page, or open the GoToMeeting app and enter your name and the meeting ID. If you do not have the GoToMeeting app, you can download the app from the App Store or Google Play. You can also join by entering the meeting ID on the joingotomeeting.com website.

Q: How do I purchase an account to be used by multiple people in my organization?

Organizations needing to centrally administer multiple accounts for one or more of our products should contact sales toll-free at 1 888 646 0014 or through one of our worldwide offices.

Q: I need a product just for myself to use. How do I purchase GoToMeeting, GoToWebinar or GoToTraining?

You can buy or sign up for a free trial of GoToMeeting, GoToWebinar or GoToTraining online. Just click the appropriate link below:

Try GoToMeeting Buy GoToMeeting
Try GoToWebinar Buy GoToWebinar
Try GoToTraining Buy GoToTraining

Note that both GoToWebinar and GoToTraining come with free use of GoToMeeting at no additional charge.

Once you have purchased, you can change your plan between monthly or annual payments or switch from one product to another at any time by logging in to your account, clicking My Account in the left navigation bar, then Plan Selection.

Q: Can I buy all three products as a package?

Yes – if you have a need for online meetings, webinars and training, you can buy all three products online as a package – this collaboration portfolio includes up to 25 attendees during GoToMeeting sessions, 500 attendees during GoToWebinar sessions and 25 attendees during GoToTraining sessions.

You must first try or buy one of the products. Once you have an account, log in to your account and click My Account in the top navigation bar, then select Change Plan or Subscribe after Trial. There you can switch to the collaboration portfolio that gives you access to all three products – GoToWebinar, GoToTraining and GoToMeeting.

You can also contact sales about purchasing an account for multiple users. You can equip users with any combination of GoToMeeting, GoToWebinar or GoToTraining, including all three products.

Q: Is there a cost for using the voice conferencing feature?

GoToMeeting, GoToWebinar and GoToTraining include unlimited audio at no extra cost to you. With unlimited audio you can opt to use the provided toll-based phone conferencing or VoIP exclusively or allow participants to choose between both options. Although unlimited audio is always included, you may decide to use this service or choose another method of bringing audio to your online meetings.

If you would like to purchase international Integrated Toll-Free service with numbers for over 40 countries, or if you have additional questions about Integrated Toll-Free service, feel free to call 1 888 646 0014.

Our phone conferencing options provide a phone number and meeting ID that can be dialed by all meeting participants. If you choose a toll-based phone number, participants are then charged their standard long-distance rate for calling, just as if they made a regular long-distance call. If you purchase Integrated Toll-Free service, your participants will be able to make a toll-free call, and you will be charged according to the plan that you select.

You and your attendees can also talk free of charge by choosing the Mic and Speakers option. Our free VoIP (Voice over Internet Protocol) option enables meeting participants to transmit and receive audio over the Internet at no cost to them using a microphone and speakers connected to their computers. (A USB headset is recommended for those speaking.)

For more information, read our Frequently Asked Questions about Using Audio below.

Q: Is there a toll-free option for audio conferencing? How do I sign up?

Yes! With this service, you can give your attendees the option of dialing in using VoIP, toll-based or toll-free phone conferencing without any additional equipment needed. By not having to use toll-free exclusively, you can save money while still having the option of attracting attendees who do not want to pay for long distance calling. If you would like to purchase international Integrated Toll-Free service with numbers for over 40 countries, or if you have questions about Integrated Toll-Free service, feel free to call 1 888 646 0014.

Q: Does GoToMeeting include video conferencing, and does it cost anything?

Yes, GoToMeeting includes HDFaces high-definition video conferencing at no additional cost. Anyone with an Internet connection and a webcam can use HDFaces in GoToMeeting sessions.

You can start sharing video with a single click; our Multistream HD technology provides up to 6 video streams at a resolution of 640p x 480p each, for a total maximum resolution of 1920p x 960p. You can combine video conferencing with a shared document, presentation or application on the same screen.

HDFaces automatically adjusts to the available bandwidth and hardware resources of each participant to provide the best possible user experience, and video layout can be adapted to virtually any PC or Mac monitor and projection configuration. Most HD-capable webcams will support HDFaces.

Q: Can I increase the number of attendees allowed in a meeting?

Each GoToMeeting organizer can invite 25 attendees per meeting. For larger events with up to 1,000 attendees, consider GoToWebinar.

Q: I want to hold one webinar. Can I pay per use?

We recommend you purchase a GoToWebinar Monthly Plan to hold your webinar. This gives you time to practice with your colleagues and generate registration reports to get to know your attendees in advance. You will also be able to create polls and a survey, plus generate attendee reports after your webinar is over.

You will have to turn the auto-renew feature off if you just need GoToWebinar for one month. To do so, log in and go to the My Account page, then select Turn Off Renewal anytime before the renewal date. You will still have service up until the end of your current billing cycle.

Q: How do I change my single-organizer account to accommodate multiple organizers?

Current customers who are interested in a multiple-user account should contact sales toll-free at 1 888 646 0014 or through one of our worldwide offices.

Q: What payment types do you accept? Can I submit a purchase order?

Single-user accounts for GoToMeeting, GoToWebinar or GoToTraining can be purchased online using a credit card. We accept Visa, MasterCard, Discover and American Express.

Multiple-user accounts are processed through our sales team. We accept several payment types, including purchase orders. For more information, contact sales toll-free at 1 888 646 0014 or through one of our worldwide offices.

Getting Started: Holding an Online Meeting
Q: What can I do with GoToMeeting?

With GoToMeeting, you can deliver presentations, perform product demonstrations, collaborate on documents and securely share confidential information online from anywhere at any time. Your meetings can be one-to-one, or you can meet with multiple people at once.

  • Presentations: Give a slideshow to your online audience and reduce travel costs.
  • Demonstrations: Show prospects how your product works by inviting them to view a demo in real time, whether they are across town or a thousand miles away.
  • Collaboration: Meet with others online to share, discuss and edit any document. Transfer presentation controls to other attendees.
Q: How do I start using GoToMeeting?

Each solution takes just minutes to set up and requires no training. Simply register for your free trial now. After the quick automatic setup is completed, you can immediately begin using it.

Q: Do I have to be at my computer to hold a meeting?

No – you can hold a meeting from any computer with Internet access. Just log in with your account email and password at www.gotomeeting.com.

To hold a scheduled meeting: Your scheduled meetings will be listed under My Meetings – just click the Start Meeting button next to the meeting you want to start.

To hold an instant meeting: Click the Host a Meeting button, then choose the Meet Now button. Your meeting will start immediately. To invite people to your meeting, click the Invite Others button in the Control Panel. A window will open with instructions for joining that you can email, instant message or tell your attendees over the phone.

To schedule a meeting: Click the Host a Meeting button, then choose the Schedule Meeting button. Fill out the meeting information and click the Schedule button. A meeting invitation email will launch automatically.

Q: How do I start an impromptu meeting?

On a PC
There are several ways to start a one-click impromptu meeting:

  1. Double-click the GoToMeeting system tray icon.
  2. Click the Meet Now button integrated into Microsoft Outlook and various instant-messaging applications.

Scheduled meetings can be started with one click from the My Meetings web page after logging in to the GoToMeeting website.

On a Mac
Just click the GoToMeeting icon GoToMeeting daisy in the dock and then click the Meet Now button. Your meeting will start and the GoToMeeting Organizer Control Panel will appear on the right side of your Mac desktop.

Q: How do I schedule a meeting?

On a PC
To schedule a meeting in advance, right-click the GoToMeeting system tray icon GoToMeeting daisy on the bottom-right corner of your screen, select Schedule a Meeting... and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, enter your meeting information and click the Schedule button.

You will be notified that your meeting has been scheduled. If you are using Microsoft Outlook, a meeting reminder will be generated and give you the option of inviting attendees via an Outlook Calendar appointment.

On a Mac
To schedule a meeting in advance, click the GoToMeeting icon GoToMeeting daisy in the dock, select Schedule Meeting and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, enter your meeting information and click the Schedule button. You will be notified that your meeting has been scheduled.

Q: How do I set up recurring meetings that I can use anytime?

On a PC
To set up a recurring meeting, right-click the GoToMeeting system tray icon GoToMeeting daisy on the bottom-right corner of your screen, select Schedule a Meeting... and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, click the check box next to Recurring meeting. This will disable the scheduling settings, keeping the meeting open and available in My Meetings until you delete it. Click the Schedule button.

You will be notified that your meeting has been scheduled. If you are using Microsoft Outlook, a meeting reminder will be generated and give you the option of inviting attendees via an Outlook Calendar appointment.

On a Mac
To set up a recurring meeting, click the GoToMeeting icon GoToMeeting daisy in the dock, select Schedule Meeting and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, click the check box next to Recurring meeting. This will disable the scheduling settings, keeping the meeting open and available in My Meetings until you delete it. Click the Schedule button. You will be notified that your meeting has been scheduled.

Q: How do I start a scheduled or recurring meeting?

On a PC
To start a previously scheduled meeting, right-click the GoToMeeting system tray icon, GoToMeeting daisy select My Meetings and log in by entering your account information and clicking the Log In button. Then, on the My Scheduled Meetings dialog box, select the meeting you wish to start and click Start.

On a Mac
To start a previously scheduled meeting, click the GoToMeeting icon GoToMeeting daisy in the dock, click the My Meetings button and log in by entering your account information and clicking the Log In button. Then, on the My Meetings – GoToMeeting dialog box, select the meeting you wish to start and click Start.

Q: Can I use GoToMeeting with email or instant-messaging applications?

GoToMeeting integrates with Microsoft Outlook and other popular email and instant-messaging applications, so you can easily start or schedule meetings while using them.

Q: How do I save chat sessions from my meetings?

Under the File menu select Save Chat Log... This opens the "Save Chat Log to a File" dialog that allows you to store it locally.

Q: How do I share one application and nothing else?

On a PC
A presenter can share a single application by right-clicking the screen-sharing icon on the Control Panel grab tab and then selecting the application to share from the list of applications presented.

On a Mac
Since specific screen sharing is not yet available for Mac users, we recommend you close any application you do not want to share before initiating screen sharing.

Q: Can I increase the number of attendees allowed in a meeting?

Each GoToMeeting organizer can invite 25 attendees per meeting. For larger events with up to 1,000 attendees, consider GoToWebinar.

Q: What do I do if my attendees can't see my screen?

Screen sharing needs to be turned on after starting a meeting – GoToMeeting starts with it turned off to prevent early attendees from viewing your preparation.

To enable screen sharing, click Show My Screen in the Organizer Control Panel.

If attendees still can’t see your screen, please contact Global Customer Support.

Using Audio
Q: How does the integrated toll-based and VoIP audio work, and does it cost anything?

GoToMeeting, GoToWebinar and GoToTraining includes integrated toll-based phone and VoIP audio at no extra cost to you. You can opt to use the toll-based phone audio or VoIP exclusively, or allow participants to choose between both options.

The toll-based phone number can be dialed by all meeting participants. Participants are then charged their standard long-distance rate for calling this toll-based number, just as if they made a regular long-distance call.

You and your attendees can also talk for free by choosing Mic and Speakers. This free VoIP (Voice over Internet Protocol) option enables meeting participants to transmit and receive audio over the Internet using a microphone and speakers connected to their computers. (A USB headset is recommended.)

All GoToMeeting and GoToTraining participants enter with speaking privileges. GoToWebinar organizers and panelists initially join in Lobby Mode, where they can speak to each other without being heard by attendees until the organizer clicks Start Broadcast. Attendees are muted and placed on hold until the organizers click Start Broadcast, at which time they enter the webinar in listen-only mode.

Q: Are Integrated Toll-Free audio services available? How do I sign up?

Yes! With this service, you can give your attendees the option of dialing in using VoIP, toll-based or toll-free phone conferencing without any additional equipment needed. By not having to use toll-free exclusively, you can save money while still having the option of attracting attendees who do not want to pay for long-distance calling.

If you would like to purchase international Integrated Toll-Free service with numbers for over 40 countries, or if you have questions about Integrated Toll-Free service, feel free to call 1 888 646 0014.

Q: How many people can speak on the call at one time?

Using built-in toll-based and VoIP audio, up to 25 participants can be unmuted and speak at any one time in GoToMeeting and GoToWebinar. This is also the case when using Integrated Toll-Free service from Citrix Online Audio.

In GoToTraining, all 200 people can be unmuted and speak at one time. (This is a combination of VoIP and phone attendees.)

Q: Can I mute/unmute all attendees at once?

GoToMeeting: You can mute and unmute all attendees individually or all at once.

GoToWebinar: You can mute all attendees at once, but you can’t unmute all at once. You can also individually mute and unmute up to 25 attendees.

GoToTraining: You can mute and unmute all attendees at once.

Q: Can I mute/unmute individual attendees?

Yes. You can mute/unmute individual attendees if they’ve entered their Audio PIN; just click the microphone or phone icon next to their name in the attendee list.

Q: Can I use my own toll-free access numbers for all of my meetings, webinars and training sessions?

Yes. As an organizer, you can easily adjust your conference call settings on the My Account page.

Under Conference Call Service, select the Private Conference Call Service option. Then enter your toll-free service’s Access Number and Passcode in the Organizer Phone Number and Access Code fields. Enter your toll-free service’s Participant Access Number and Passcode in the Panelist and Attendee Fields.

Q: Does Citrix offer standalone audio conferencing?

Citrix Online Audio offers HiDef Corporate audio services for reliable conference calling. HiDef Corporate differs from other conference-calling services because it is so simple to use – from always-on reservationless conference rooms to web-based controls, anyone can host a conference call with the need for expensive third-party moderators. Learn more.

Q: What microphone/speaker configuration do you recommend for best audio quality using VoIP?

For optimum audio quality, we recommend a USB headset connected to your computer or USB headphones and standalone microphone connected to your computer. Analog versions are okay, but not ideal. We have not had good results using the microphone and speakers built in to your laptop or USB webcam.

Q: Can I test the quality of my microphone and speakers setup before my meeting?

Yes. Just right-click the GoToMeeting system tray icon and select Preferences, then select Audio and choose the devices you want to test from the drop-down menus.

Q: Where can I go for help with audio problems?

If no one can hear you, here are some quick tips:

  • Did you dial the correct number? Try redialling into the conference.
  • Double-check that you have the correct audio option selected – for instance, you cannot use mic and speakers when you have "Use Telephone" selected.
  • Have you started the broadcast? If you are using GoToWebinar's phone conferencing, you must click Start Broadcast in the Organizer Control Panel or *1 on your telephone keypad to start the conference.
  • Are the correct sound devices selected on your GoToMeeting Preferences (or Audio, on a Mac) menu?
  • If using a microphone with a mute/unmute button, is your microphone muted?
  • Is your attendee's speaker volume set too low?
  • If using microphone and speakers, is your Internet connection too slow? (We recommend a broadband Internet connection for VoIP transmissions.)

If you are still having audio problems, please contact Global Customer Support.

Recording & Playback
Q: How do I record a meeting?

On your organizer control panel, click the View menu and select Recording to open the Recording pane. Click the Settings button in the Recording pane and confirm that your Audio and Video options are set appropriately. Click OK to save any new settings. Then, click the Start Recording button to begin recording. If you are an organizer on a Mac and do not see this option, you can easily enable it.

Click Stop Recording to pause or stop recording completely. Clicking Start Recording again will continue recording to the same file.

Note: Audio recording begins from the time the organizer clicks Start Recording; however, the screen recording will not start until the presenter begins showing his or her screen.

Q: How do I record audio for meetings using the GoToMeeting Unlimited Audio feature?

To record the audio portion of meetings using Unlimited Audio, you must have a sound card installed on your computer. (If you can hear music played on your computer, you have a sound card.) The audio you and your attendees transmit over the phone or VoIP (using a microphone connected to your computer) will then be recorded automatically when you click the Start Recording button.

Q: Can I record the webcam video streams shown during an online meeting?

Video recording is not currently available with our HDFaces feature. However, you can still record the screen sharing and audio portion of your meeting.

Q: Can Mac users view meetings recorded on a PC?

Yes, Mac users can view meetings recorded by PC users, but only if the recorded meeting files have been converted to the Windows Media format, an action that must be selected by the organizer before the meetings are recorded.

Q: How do I convert recorded meetings to Windows Media Player format?

In order for a PC user's recorded meeting to be converted to Windows Media Player format, the meeting organizer must select the "Convert to Windows Media Player file" option on the Recording Preferences dialog box before the meeting is recorded.

To access this option, right-click the GoToMeeting system tray icon GoToMeeting daisy, select Preferences and then Recording. Or, if you have a meeting open, click File on the top of the control panel, select Preferences and then Recording. Then select "Convert to Windows Media Player file."

GoToMeeting will then convert the recorded meeting into a Windows Media Player file after the meeting is over to avoid slowing down the computer during the meeting.

Q: Can I record a meeting using my own audio service?

Yes! To record audio using an audio service other than Unlimited Audio, you must have a sound card and an audio input device such as a microphone. If you are recording a teleconference, you can position the microphone next to the phone or set up a phone recording adapter to your phone and line-in input on your computer's sound card.

Q: How do I save a recorded meeting?

Recordings are automatically saved to the path indicated under the recording tab in your GoToMeeting preferences when you end or leave a meeting. Meet Now meetings will be named with the date and time plus the words "Meet Now," while Scheduled Meetings will include the meeting subject in the file name. Note that you cannot change the location where you would like to save a recording once you have clicked the Record button. If you cannot find your recording, check the path listed in the "Save in:" pane of the recording preferences.

Q: Where are my recorded meetings stored?

The default destination for recorded meetings is the My Documents folder on the PC and /Users/<current user>/Documents/Recordings on the Mac. You can change the destination location but only before you begin recording. We recommend that the designated location have a minimum of 1.0GB of free space to accommodate the recording.

Q: How do I play back a meeting I just recorded?
  1. If you haven't already, end the meeting that you are recording. GoToMeeting will automatically save your file with the date and time noted after the name that you gave the meeting upon scheduling it. Impromptu meetings will be named with the date and time of the meeting followed by "Meet Now."
  2. Navigate to the directory that is listed in the Save in: field under the Preferences Recording tab.
  3. Click the file name to start the replay.
  4. Maximize the viewer window for best replay quality.

*To view a meeting recorded in the GoToMeeting format, you must either have GoToMeeting installed, or download the GoToMeeting codec at http://www.gotomeeting.com/codec.

**To view a meeting recorded in the Windows Media format, you will have to wait until the conversion process has finished. GoToMeeting converts the recorded meeting into a Windows Media Player file after the meeting is over to avoid slowing down the computer during the meeting.

Q: Can I edit a recorded meeting?

GoToMeeting Desktop Recording and Playback allows you to record and preserve meetings as they actually occurred. You can use the editing software of your choice to edit those files.

Q: Can I email a recorded meeting?

Depending on the size, meeting recordings can be zipped and sent by email, sent by FTP or posted on a website. Recipients must have Windows Media 9.0 or higher to view meetings recorded on a PC. If the meeting is sent in the GoToMeeting format, recipients must either have the GoToMeeting software on their computer or install the GoToMeeting Codec at http://www.gotomeeting.com/codec.

Note: Mac users can view PC meetings only if they were recorded in the Windows Media format and may need to click a button to install Windows Media components for QuickTime before viewing.

Security
Q: Are the GoToMeeting, GoToWebinar and GoToTraining solutions secure?

Yes, your online meetings, webinars and training sessions are completely private and secure. All of our solutions feature end-to-end Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system. Read our Security White Paper, located on our Security & Reliability page.

Q: How do GoToMeeting, GoToWebinar and GoToTraining work with firewalls?

Our solutions use HTTP outbound connections to transparently enable screen-sharing sessions even with corporate firewalls in place. In most cases, organizers and attendees can connect to Citrix Online's servers without re-configuring firewall settings.

In the rare case that a firewall prevents you from using our solutions, read these detailed instructions for adjusting your firewall settings.

Q: Can my computer receive a virus from downloading the software or attending the session?

No, neither organizers nor attendees can catch or be exposed to viruses from downloading our software. We continuously monitor our development environment for viruses and malware, and all of our downloadable software is digitally signed to prevent tampering by third parties. The warning message customers might see when they install the software is a default message displayed by their browser whenever they download executable files.

Q: Do I need to set my browser to accept cookies in order to use your website?

You can browse our website without having cookies enabled. However, if you need to log in to an existing account, you will need to adjust your browser's privacy settings to accept cookies. We primarily use cookies to provide you with secure access to your account.

Billing & Cancellation
Q: How do I change my password?

Log in to your account and click My Account. Enter your current password, then type and re-type your new password where indicated. Click the Save Changes button at the bottom of the page.

Note: Passwords must contain at least 8 characters and include both letters and numbers.

Forgot your password?

Q: How do I cancel my free trial?

To cancel online anytime during your free trial, simply log in, click My Account in the top navigation, and click the Cancel after Trial button. Then on the Cancel after Trial page, click the Cancel after Trial button. Your account will then expire when your free trial ends. Otherwise, at the end of your free trial period you may be automatically subscribed at the Monthly Plan price.

Q: How do I cancel my paid subscription plan?

To cancel your paid subscription plan, log in and go to the Billing Information or My Account page. Select the "No, please cancel my subscription..." option and click the Save Changes button. Because your service is pre-paid, it will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again.

Q: How do I change my plan or switch products?

You can make changes to your plan online at any time. Log in to your account and click My Account, then select Plan Selection or Change Plan.

You can also contact Global Customer Support to help you make any necessary adjustments to your account.

Q: Can I change to a different GoToWebinar or GoToTraining attendee tier without affecting my upcoming webinars or training sessions?

Yes, changing your plan will not affect your previously scheduled webinars or training sessions. For instance, if you have more people sign up than you have room for, you may switch to a higher attendee limit prior to your scheduled event.

To change your plan, log in to your account and click My Account, then select Plan Selection or Change Plan.

Q: What charges apply when I change my plan?

When you make a change to your plan, your billing will be automatically adjusted and pro-rated against your current account balance. You will receive a confirmation email receipt after the changes are completed.

If your new plan selection increases your subscription price, you will be prompted to enter payment. After submitting payment you will have instant access to the features for the new plan. Your subscription billing date will change to reflect the date of the change in plan.

If you have a credit on your account and would like to request a refund, please contact Global Customer Support.

Q: My account lapsed. How do I reactivate it?

Log in to your account. If your account has lapsed, you should automatically be forwarded to the Plan Selection page under My Account. From there, simply select the plan you want, click Continue and enter your billing information. Your account will reactivate immediately.

Q: How can I review the charges billed to my account?

You can check your account history by logging in and going to your Account History page.

Q: Who do I contact if I have a billing question or if I need to request a refund? Q: How do I change the credit card or update the billing information on my account?

Log in and select the Billing Information page to review or update your credit card or other billing information for your account.

Q: Will I get a receipt for my purchase?

All of your receipts will be stored on your Account History page. You will also receive a receipt via email for your first subscription purchase, subsequent renewals and anytime you change your subscription plan thereafter.

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