GoToMyPC Password Issue

Hi,

I apologize for the frustration, but we have experienced an issue which requires you to reset your GoToMyPC account password.

Citrix takes the safety and security of its customers very seriously, and is aware of the password attack on GoToMyPC. Once Citrix determined the nature of the attack, it took immediate action to protect customers. Citrix can confirm the recent incident was a password re-use attack, where attackers used usernames and passwords leaked from other websites to access the accounts of GoToMyPC users.

At this time, the response includes a mandatory password reset for all GoToMyPC users. Citrix encourages customers to visit the GoToMyPC status page to learn about enabling two-step verification, and to use strong passwords in order to keep accounts as safe as possible. Further, there is no indication of compromise to any other Citrix product line.

Frequently Asked Questions:

Q:  What happened?
A:  GoToMYPC (G2P) came under a password attack. Once we determined the nature of the attack, we took immediate action to protect our customers. Citrix can confirm the recent incident was a password re-use attack, where attackers used usernames and passwords leaked from other websites to access the accounts of GoToMyPC users.

Q:  Was GoToMyPC the only product impacted by the attack?
A:  Yes, GoToMyPC was the only product line effected. There is no indication any other product was impacted.

Q:  What did Citrix do?
A: In order to protect our customers, we have set a mandatory password reset for all GoToMyPC users. We encourage our members to enable two-step verification, and to use strong passwords in order to keep their accounts as safe as possible.

Q: Was any personal information compromised? A: Our initial assessment indicates that no sensitive customer data (such as credit card information) was exposed. We are continuing an in-depth forensic investigation and will share the results of this investigation as soon as feasible.

Q:  What should I do if I am a GoToMyPC customers?
A:  To protect you, the GoToMYPC security team reset all customer passwords.

Please reset your password through the “Forgot Password” link located under the GoToMyPC account login https://www.gotomypc.com/en_US/members/forgotPassword.tmpl
If you do not receive an email within a few minutes, please check your Spam and Trash folders. The email will be coming from gotocustomercare@care.gotomypc.com
If you have set up an Alternate email address in your account settings, the Forgot Password email will be sent there also. Directions to adding an Alternate email address to your account after your login can be found here: http://support.citrixonline.com/en_US/gotomypc/help_files/GTC140006?title=Forgot+Your+Account+Passwo...
When resetting your password we highly recommend using a new password and not the same one the account was set to previously, if possible. In addition we would like to remind all users that GoToMyPC offers 2-step Verification, an additional preference which can further enhance security of your account. For more information on 2-Step Verification please see: https://support.citrixonline.com/en_US/GoToMyPC/help_files/GTC070021?title=2-Step+Verification

If you do not have access to your account email because it is no longer valid, and do not have an Alternate email address in your account settings, we will need to verify your details over the telephone in order to assist you. Please visit this page http://help.citrix.com/contactus-c, select GoToMyPC and click on Create a Ticket. Provide the email address associated with your account and your telephone number so that one of our Reps can call you and assist further.

We will be posting status updates on our status page: http://status.gotomypc.com/ Please subscribe to it to receive automatic alerts.

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Comments

GlennD

Hi Kim, there is no problem with changing passwords, you just need to follow these directions:

Please reset your password through the “Forgot Password” link located under the GoToMyPC account login https://www.gotomypc.com/en_US/members/forgotPassword.tmpl
If you do not receive an email within a few minutes, please check your Spam and Trash folders. The email will be coming from gotocustomercare@care.gotomypc.com
If you have set up an Alternate email address in your account settings, the Forgot Password email will be sent there also. Directions to adding an Alternate email address to your account after your login can be found here: http://support.citrixonline.com/en_US/gotomypc/help_files/GTC140006?title=Forgot+Your+Account+Passwo...
When resetting your password we highly recommend using a new password and not the same one the account was set to previously, if possible. In addition we would like to remind all users that GoToMyPC offers 2-step Verification, an additional preference which can further enhance security of your account. For more information on 2-Step Verification please see:https://support.citrixonline.com/en_US/GoToMyPC/help_files/GTC070021?title=2-Step+Verification

Kim Ambler

This reply was created from a merged topic originally titled Can you please advise me of the problem with changing your password and how long ....

Carmela Izzo Ha

Thanks for your quick response. Stayed on hold for 28 minutes but did get to speak with someone who resolved the problem.

GlennD

Hi Lisa, I checked to see if the email address you used here for the community was also the same one as your account, and I do see your password reset requests and confirmation that they were delivered. Since you appear to have a corporate email account, can you have your IT person check that email from gotocustomercare@care.gotomypc.com is not being filtered out by mistake as spam?

GlennD

Hi Lisa, I apologize for the frustration, we are working through call backs as quickly as possible. Have you checked you spam and trash folders for the email to reset your password? If you send me the email address associated with your account, I can check to see if the password reset email was delivered or bounced back. You can reach me at gotoservice@citrixonline.com

Lisa1111

I am having the same issue. For the last few days, I have used the reset password link several times and do not receive the email. I've also used the form and tried calling a couple of times. I know my email is correct also because I am getting the emails that the ticket was created and from support@citrixonline.com. I'm extremely irritated.

GlennD

Hi Carmela, I apologize for the frustration, we are working through call backs as quickly as possible. Have you checked you spam and trash folders for the email to reset your password? If you send me the email address associated with your account, I can check to see if the password reset email was delivered or bounced back. You can reach me at gotoservice@citrixonline.com

Carmela Izzo Ha

This reply was created from a merged topic originally titled Cannot reset password - 3 days of trying?:.

Cannot reset password. Filled out form-no response. Called 2x-hold 30 mins. Click "problem signing in" type email address. No email is received to reset. HELP!

Darryl Boyd

After waiting (today) for over 25 mins, I got through. Problem solved.

Josh Grewal

All is good on my end as of last night

GlennD

Hi Darryl, from your original comment you appear to be trying to login to the Admin account, is that correct?

Victoria1

Hi Josh,
Are you still unable to reset your password?

Victoria1

Hi Vicki,
Are you still unable to reset your password?

Victoria1

Hi Phillip,
GoToMYPC (G2P) came under a password attack. Once we determined the nature of the attack, we took immediate action to protect our customers. Citrix can confirm the recent incident was a password re-use attack, where attackers used usernames and passwords leaked from other websites to access the accounts of GoToMyPC users.

Our initial assessment indicates that no sensitive customer data (such as credit card information) was exposed. We are continuing an in-depth forensic investigation and will share the results of this investigation as soon as feasible.

For additional information, please visit...http://status.gotomypc.com/

Darryl Boyd

There is no "Forgot Your Password". There is a "Problem logging in" link.

That starts this cycle all over again. I still can not get anyone on the phone or to respond to your "contact" form, so what do you suggest I do next??

GlennD

Hi Kim, we called in extra staffing as soon as this issue happened and are working to call back customers as quickly as possible. Unfortunately there are a large number of accounts who no longer have access to the email address on their account or are not receiving their forgot password email. For those with valid email addresses that are not receiving their email, we are checking to see that their provider is not blocking our email by mistake. For everyone else, we are making call backs as quickly as possible.

GlennD

Hi Darryl, GoToMyPC Admin account passwords have their own password (which should not be the same as your user account), and it's own reset password page. Please follow these directions to reset your Admin password:

Navigate to Manager Login page at http://www.gotomypc.com/managers
Click Forgot Your Password?
In the Email Address field, type the manager email address
Click Continue
When you receive the email you must click the link to reset your password

Kimberly Basco

HI Glenn,
I was put on the call list yesterday via Madison Fitzsimmons. She also provided the link as well. I have not received a call. I have tried the reset password numerous times again today with No luck. Honestly, I am exasperated.

Kim

Darryl Boyd

Reset my password just fine. When I go to "administer" the account (not my connection account) but the entire account (all users), it tells me to reset my password AGAIN. I try, but I end up in the same place every time. I called you and was disconnected. I left a request on your contact page...NOTHING. So in order to "protect" our network, all of the computers that had the gotomypc program removed. I will not be "paying" for service at this point until you decide to finally contact me. Sorry but, if it is not corrected properly, you should at least respond. In the mean time, we will look at other options.

Bill Boyd
Romak Iron Works

This serves as notice.

Yuri Barrios

We have some users with multiple accounts/host computers. Some connect other don't using the same ISP/Client computer. If it is an ISP all workstations wouldn't connect.

GlennD

If you’ve already tried resetting your password and did not receive the email, please contact our customer care team via this web form for assistance: http://help.citrix.com/gotomypc/password-reset

GlennD

Citrix takes the safety and security of its customers very seriously, and is aware of the password attack on GoToMyPC. Once Citrix determined the nature of the attack, it took immediate action to protect customers. Citrix can confirm the recent incident was a password re-use attack, where attackers used usernames and passwords leaked from other websites to access the accounts of GoToMyPC users.

At this time, the response includes a mandatory password reset for all GoToMyPC users. Citrix encourages customers to visit the GoToMyPC status page to learn about enabling two-step verification, and to use strong passwords in order to keep accounts as safe as possible. Further, there is no indication of compromise to any other Citrix product line.

Frequently Asked Questions:

Q: What happened?
A: GoToMYPC (G2P) came under a password attack. Once we determined the nature of the attack, we took immediate action to protect our customers. Citrix can confirm the recent incident was a password re-use attack, where attackers used usernames and passwords leaked from other websites to access the accounts of GoToMyPC users.

Q: Was GoToMyPC the only product impacted by the attack?
A: Yes, GoToMyPC was the only product line effected. There is no indication any other product was impacted.

Q: What did Citrix do?
A: In order to protect our customers, we have set a mandatory password reset for all GoToMyPC users. We encourage our members to enable two-step verification, and to use strong passwords in order to keep their accounts as safe as possible.

Q: What should I do if I am a GoToMyPC customers?
A: To protect you, the GoToMYPC security team reset all customer passwords.

Next Steps:

You will be required to reset your GoToMYPC password before you can login again.

Recommendations for a strong password:

Don’t use a word from the dictionary
Select strong passwords that can't easily be guessed with 8 or more characters
Make it Complex – Randomly add capital letters, punctuation or symbols
Substitute numbers for letters that look similar (for example, substitute “0” for “o” or “3” for “E”)
Don't use the same password in more than one place

2-step Verification option

We recommend everyone use the 2-step Verification option for GoToMyPC accounts: http://support.citrixonline.com/en_US/gotomypc/help_files/GTC070021?title=2-Step+Verification

Add an alternate email address to your account

We recommend adding an alternate email address that you can use to receive the Forgot Password link: http://support.citrixonline.com/en_US/gotomypc/knowledge_articles/000174799?title=How+to+Add+an+Alte...

Q: Was any personal information compromised?
A: Our initial assessment indicates that no sensitive customer data (such as credit card information) was exposed. We are continuing an in-depth forensic investigation and will share the results of this investigation as soon as feasible.

Q: Where can we go find more information about the event?
A: http://status.gotomypc.com

GlennD

Hi Kimberly, our forgot password emails are definitely going out, but they may be being filtered out mistakenly by some email. If you have already confirmed that the emails are not going into your Spam or trash folders, you can send me the email address and your phone number and I will have you added to the call back list. You can reach me at gotoservice@citrixonline.com

Kimberly Basco

I am so frustrated! I am dealing with the same issues. This has been going on all weekend.
I can't reset my password because the link isn't being issued. It's hard to work when you are on
hold for over an hour each time you call. Ridiculous!

GlennD

An interview with one of our Product Line Directors: http://krebsonsecurity.com/2016/06/citing-attack-gotomypc-resets-all-passwords/

GlennD

We have everyone possible returning calls at this time.

Vicki111

How long is it taking for a rep to get back to the tickets?

Vicki111

When can we expect a response from the tickets we have opened?

GlennD

The forgot password emails are being sent but may be being
filtered out, so please make sure you check you Spam and Trash folder. If you cannot receive the email we will need to verify some
details over the telephone in order to assist you further. Please visit this page http://help.citrix.com/contactus-c, select GoToMyPC and click on Create a Ticket. Provide the email address associated with your account and your telephone number so that one of our Reps can call you and assist further.

Dante Reyes

I'd love to know this, too. We've temporarily set our users up with Team Viewer and it's working fine.

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