To cancel a LogMeIn subscription, you have to contact GoTo customer support directly, and you need to do it at least 30 days before your current term ends. There is no cancel button in the account dashboard. LogMeIn rebranded to GoTo in February 2022, so your login, billing, and support all live at support.goto.com now, even if you originally signed up under the LogMeIn name.
Why There’s No Cancel Button
GoTo’s own support page for LogMeIn Pro states that “online cancellation is not currently available” and directs customers to contact support.1LogMeIn Pro. Billing and Subscription FAQs in LogMeIn Pro GoTo Connect admin portals say the same thing: under available self-service options, “Cancel your subscription” is listed as “No.”2GoTo Connect Support. Manage Subscriptions in Your Billing Portal A live support interaction is the only path.
If you’re searching the old LogMeIn site and hitting dead ends, that’s the rebrand. Searching “LogMeIn” on support.goto.com still surfaces the right help articles, and your existing credentials carry over.
What to Have Ready Before You Contact Support
Support will verify that you’re authorized to change billing before they’ll process anything. Pull these together first:
- The account email and password. If a company IT admin owns the account, that person may need to make the request instead of you.
- The product name. LogMeIn Pro, Central, Rescue, GoTo Resolve, and GoTo Connect are handled through separate channels.
- Your billing cycle dates. Check your last invoice or the billing section of the admin portal so you know exactly when the current term ends.
How to Place the Cancellation
Go to support.goto.com/contactus and pick the support option for your product. You can also open the billing FAQ article for your product and use the “Contact support” button on the right side of the page.1LogMeIn Pro. Billing and Subscription FAQs in LogMeIn Pro
When you reach an agent, say plainly that you want to cancel the subscription and turn off auto-renewal. Ask for a confirmation email or a reference number before ending the conversation. That written record is what you’ll need if a charge shows up later.
Expect a retention pitch. The agent will likely offer discounted pricing or a downgrade before processing the cancellation, which the FTC’s Click-to-Cancel rule permits sellers to do.3Federal Trade Commission. Federal Trade Commission Announces Final Click-to-Cancel Rule Making It Easier for Consumers to End Recurring Subscriptions and Memberships Decline and repeat your request. The agent has to process it.
The 30-Day Deadline
GoTo subscriptions auto-renew at the end of every term unless you give written notice of non-renewal at least 30 days before the current term expires.4GoTo. Terms and Conditions If your annual term renews August 1, you have to contact support by July 1 at the latest. Miss the window and you’re locked into another full cycle.
Don’t wait for the renewal charge to hit your card. By then it’s too late. Cancel as soon as you’ve decided, even if months remain on the current term. That doesn’t cut off your access early; it just stops the next renewal.
Refunds and Remaining Access
GoTo doesn’t refund. The terms of service state that “any and all payments you make to us for access to the Services are final and non-refundable.”4GoTo. Terms and Conditions Cancel three months into a twelve-month term and you don’t get the remaining nine back. You do keep access to the software through the end of the period you already paid for.
One exception: if GoTo discontinues a service or meaningfully cuts its core features, the company issues a prorated refund for the unused portion of a prepaid term.4GoTo. Terms and Conditions
Get Your Data Out First
After the subscription ends, GoTo may convert the account to a free or basic tier if one exists for your product. If there’s no free tier, access ends immediately. You can request limited access for up to 30 days solely to download your content, but you have to ask; it isn’t offered automatically.4GoTo. Terms and Conditions After that, GoTo has no obligation to keep your data.
Export saved configurations, access lists, and remote connection profiles before your term runs out rather than counting on the grace period.
If You’re Charged After Canceling
Start with GoTo support and send the cancellation confirmation email or reference number. Most post-cancellation charges trace back to a cancellation processed too close to the renewal date, or not processed at all. This is the reason to insist on written confirmation.
If GoTo won’t resolve the charge, dispute it with your credit card company. Under the Fair Credit Billing Act, you have 60 days from the date of the billing statement containing the error to submit a written dispute. Try to resolve it with GoTo first before initiating a chargeback, and keep the confirmation email, chat transcripts, and screenshots of your account status as evidence.
Federal law also requires companies that sell subscriptions online to provide simple mechanisms for stopping recurring charges, and the FTC can pursue enforcement actions against companies that make cancellation unreasonably difficult.5Office of the Law Revision Counsel. 15 USC 8403 – Negative Option Marketing on the Internet6Office of the Law Revision Counsel. 15 US Code 8404 – Enforcement by Federal Trade Commission If you believe GoTo’s process was unreasonably burdensome, you can file a complaint at ftc.gov/complaint.