If there is a system wide problem, why isn't something posted on the home page or here?

My password was changed and I can't log in. Apparently something's wrong at Citrix but I need answers

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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

GlennD

Hi Brenda, you should be able to open the GoToMyPC website in the web browser on your iPad, and then tap on the Forgot Password link on the sign in page. Do you have access to the email address that your account is registered to?

Brenda Larson

I don't have a "forgot my password" option on my iPad login page. What do I do. I'm travelling and need access.

Victoria1

Hi Ken,

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

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