Can't login

I can't login at all and I've been on hold for over an hour. it disconnects after 30 mins so I called back &it did the same thing

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GlennD

Hi,

I apologize for the frustration, as you can imagine we are experiencing extremely high call volume at this time, this is resulting in longer than normal wait times.

1. If you have access to the email address associated with your GoToMyPC account, please use the Forgot Password link on the Sing In page to reset your password. If you do not see the email right away, please check your Spam and Trash folders (they are being sent out).

2. If you get the reset password email and the link takes you back to request it again, you are using an old link. Each time you request to reset your password, the previous request is invalidated. This means if you are not using the most recent requested link, it will not work.

3. We understand that many of you no longer have access to the email address that you account is registered to, this means you cannot reset your password via email. We are doing everything we can to prioritize calling you back so that we can verify your details and help you update your email address and account password. We are looking into additional secure options for you to do this and expedite the process.

4. If you have reset your password but are having connection issues, a number of ISPs are still experiencing load balancing issues which have continued since Friday. You can check if your ISP is affected here: http://downdetector.com/ We are keeping in close contact with the main ISPs and requesting status updates from them so that we can keep you informed.

In order to better manage sharing information and answering everyone's questions, please post them in the main topic here: https://community.gotomypc.com/gotomypc/topics/gotomypc-password-issue

Michi65

After finally getting through to "customer service" yesterday, I was told they can only help me when I have access to my host computer. I had to laugh because this was the exact problem I was calling about. I CANNOT ACCESS MY HOST COMPUTER! That's why I pay gotomypc. Right?

KimAnn Britt

I AM PAST FRUSTRATED!! Ihave been trying to get through to customer support since 930 am EST and it seems after being on hold for a period I time I get disconnected - THIS IS NOT A WAY TO RUN A BUSINESS IN WHICH WE RELY ON BEING ABLE TO ACCESS OUR COMPUETRS WHEN WE ARE OUT OF TOWN.

Jessica C.

this is so awful! i've been on hold for two hours (being hung up on every 30 minutes). i need to work today to get ready for calls i have tomorrow. my sweet co-worker went to the office to try re-starting my computer, re-installing GoToMyPC, etc. . . (taking time from her father's day). i've reset my password multiple times, tried the "wizard" and still cannot connect. the 24/7 support is a joke when you are on hold for hours and cannot speak to anyone. this is super frustrating, wasting my day and screwing me for the work week.

Mike Johnson

we had same issue yesterday not able to receive the email and had to phone in for new pw then this morning had to get another new pw

Mike Johnson

I have had to reset our pw 2 times now i sure am hoping you folks get a fix on this before i have to look for other options... and getting threw to tech support was fun get put on hold can understand with this issue must have lots of calls but your phone settings are frustrating due to fact at 30 min system hangs up on you and ya have to call back wasted 4 and half hours yesterday on phone waiting for tech support

Mike Johnson

I have had to reset our pw 2 times now i sure am hoping you folks get a fix on this before i have to look for other options

Michi65

Resetting the password is not the only solution. There are many of us who still are unable to connect to our host computer. Is GoToMyPC going to address THAT issue?!?!

GlennD

Hi Steven, is there a reason you are unable to reset the password?

Steven Finkelst

ok Glenn, Not the end of the world for me. For the woman losing business, I feel bad.

GlennD

Hi Steven, I'm sorry no, everyone is required to reset their account password.

Steven Finkelst

if i choose not to log on until tomorrow, will I be able to keep my old log in password

Victoria1

Hi Leo and Mike,

We have experienced an issue which requires you to reset your password if you are having trouble logging into your account. Please reset your password through the “Forgot Password” link if you are having trouble logging into your account.

https://www.gotomypc.com/en_US/members/forgotPassword.tmpl

Thanks,

Victoria

Mike Johnson

have been trying to get through to customer support since 930 am eastern time grrrr

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