FAQs

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

GoToTraining

Attending a Training Session
Q:
How do I join a training session?

Joining a training session on a PC or Mac is easy. When you receive a training email invitation, click the registration link and register for the session. You can then join the training session at the scheduled time by clicking the link in your confirmation or reminder emails, which will be automatically sent to you after registering and leading up to the training session. You do not need to pre-install any software prior to joining the training session.

Q:
Do I need a GoToTraining account to attend a training session?

You do not need a GoToTraining account to attend a training session. You attend as a guest of the GoToTraining organizer, and there is no obligation to buy or sign up for a free trial. To join a training session, click the link in the invitation email.

Q:
What are the system requirements for attending a training session?

On a PC

  • Internet Explorer 7.0 or newer, Mozilla Firefox 4.0 or newer or Google Chrome 5.0 or newer (JavaScript enabled)
  • 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)

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

On a Mac

  • Safari 3.0 or newer, Firefox 4.0 or newer or Google Chrome 5.0 or newer (JavaScript enabled)
  • 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).

Q:
Can I view training sessions 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.

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.)

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)
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, 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.

See relative customer ratings.

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 or newer, Firefox 4.0 or newer or Google Chrome 5.0 or newer (JavaScript enabled)
  • 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:
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 1 866 962 6491 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 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 have would like to purchase international Integrated Toll-Free service with numbers for over 40 countries, or if you additional questions about Integrated Toll-Free service, feel free to call 1 866 962 6491.

Our phone conferencing option provides a phone number and meeting ID that can be dialed by all meeting participants. Participants are then charged their standard long-distance rate for calling this number, just as if they made a regular long-distance call.

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:
Can I use the HDFaces video conferencing feature with GoToWebinar or GoToTraining?

HDFaces is available for all GoToTraining plans – the first 100 attendees in each session will be able to view up to 6 webcams, while all attendees will see the screen content and hear the audio that presenters share. For GoToWebinar, it is currently available for the 100-attendee plan and in upcoming beta for the 500- and 1,000-attendee plans.

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, please call us free on 1 866 962 6491.

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 on 1 866 962 6491 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 on 1 866 962 6491 or through one of our worldwide offices.

Getting Started: Holding a Training Session
Q:
How do I start using GoToTraining?

GoToTraining takes just minutes to set up and is easy to learn and use. 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 training session?

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

To hold a scheduled training session: Your scheduled training sessions will be listed under My Training Sessions – just click the Start Training button next to the session you want to start.

To schedule a training session: Once you are logged into your account, select Schedule a Training from the left navigation menu. Fill out the session information and click the Schedule button to customize your training and invite attendees.

Q:
How do I schedule a training session?

On a PC

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

If you are using Microsoft Outlook, you will have the option of inviting attendees via an Outlook Calendar appointment.

On a Mac

To schedule a training session in advance, click the GoToMeeting icon  in the dock, select Schedule Training and log in by entering your account information and clicking the Log In button. Then, on the Schedule Training dialog box, enter your training session information and click the Schedule button.

Q:
How do I start a scheduled training session?

On a PC

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

On a Mac

To start a previously scheduled training session, click the GoToMeeting icon  in the dock, click the My Trainings button and log in by entering your account information and clicking the Log In button. Then, on the My Trainings – GoToTraining dialog box, select the training session you wish to start and click Start.

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

On a PC

An organizer 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 training session?

Each GoToTraining organizer can invite up to either 25 or 200 attendees per training session, depending on the GoToTraining plan selected at time of purchase. If you would like to change your plan, log in to your account and click My Account in the left navigation bar, then select Plan Selection.

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 training – GoToTraining 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.

Q:
Can students access my training materials before, during and after a training session?

Yes. You can easily associated training materials from the Content Library with individual training sessions and provide access to attendees before, during or after the session.

Q:
Does GoToTraining integrate with Learning Management System (LMS) applications?

No, GoToTraining does not integrate with LMS applications. However, depending on your needs, you may import GoToTraining session data into your LMS by saving reports in the .csv or Excel formats.

Q:
Can I charge people for my courses through GoToTraining?

Yes! The GoToTraining RevStream™ feature enables payment processing through integration with PayPal™ services. Once it's set up, trainers can charge for their training sessions and manage payments through GoToTraining.

For more information, read our FAQs about Charging for Training below.

Q:
What is an organizer?

An organizer is a person with a GoToTraining account who schedules, starts, manages and ends a training session. Once a training session starts, the initial organizer is the default presenter and may either begin presenting or pass the presenter controls to any other attendee.

Q:
What is a presenter?

The presenter is the person who is sharing his or her screen at any given time during a session. A presenter also determines who is permitted to use the annotation tools and share keyboard and mouse control. The organizer is always designated as the first presenter. The presenter role can then be passed to any other attendee.

Q:
What is an attendee?

An attendee is any person who joins a training session and is not an organizer. Attendees do not need to have GoToTraining accounts to participate in online training sessions.

Using Audio
Q:
How does the integrated toll-based and VoIP audio feature 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 free of charge 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 1 866 962 6491.

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 training session?

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.

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 training sessions using the GoToTraining 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 Mac users view training sessions recorded on a PC?

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

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

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

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

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

Q:
Can I record a training session 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 training session?

Recordings are automatically saved to the path indicated under the recording tab in your GoToTraining preferences when you end or leave a training session. Training sessions will include the training session 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 training sessions stored?

The default destination for recorded training sessions 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.

You can also archive recordings on the GoToTraining website for on-demand viewing. Each GoToTraining organizer has 2.0GB of storage available.

Q:
How do I play back a training session I just recorded?
  1. If you haven't already, end the training session that you are recording. GoToTraining will automatically save your file with the date and time noted after the name that you gave the session upon scheduling it.
  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 training session recorded in the GoToTraining format, you must either have GoToTraining installed, or download the GoToMeeting codec (G2M2 decoder) at http://www.gotomeeting.com/codec.

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

Q:
Can I edit a recorded training session?

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

Q:
Can I email a recorded training session?

The easiest way to send a training session is to email a link to the archived recording. Depending on the size, training session recordings can also 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 training session recorded on a PC. If the training session is sent in the GoToTraining format, recipients must either have the GoToTraining software on their computer or install the GoToMeeting Codec at https://www.gotomeeting.com/codec.

Note: Mac users can view PC training sessions 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.

Charging for Training
Q:
Can I charge people for my courses through GoToTraining?

Yes! The GoToTraining RevStream™ feature enables payment processing through integration with PayPal™ services. Once it's set up, trainers can charge for their training sessions and manage payments through GoToTraining.

Q:
What can I do with the RevStream payment processing feature?

RevStream lets you manage registration fees through the GoToTraining website, so you can streamline the administration process – and increase your bottom line. With RevStream enabled you can set a price for your session, accept payment in multiple currencies, receive payments to your PayPal account and manage partial and full refunds should you need to cancel someone's registration. Registrants can pay online using major credit cards (Visa, MasterCard, Discover and American Express) or via PayPal.

Q:
Does my company need to have a PayPal account in order for me to use RevStream?

Yes. You or your company must have a confirmed and verified PayPal account in order to take advantage of RevStream payment processing. We recommend using a business or premier PayPal account so your customers won't need to have PayPal accounts to pay you.

You can learn more about the different types of PayPal accounts on the PayPal website.

Q:
Do my customers need to have PayPal accounts? What payment methods are accepted? Can I accept checks, too?

If you have a business or premier PayPal account, your customers can pay online using major credit cards (Visa, MasterCard, Discover and American Express) or via PayPal. If you have a personal PayPal account, they can only pay online via PayPal.

Trainers who want to accept other methods of payment, such as cash or checks, can process those payments separately and then manually mark those registrants as "paid" and the system will register them for the session.

Q:
What if I want to waive the fee for a registrant?

If you want to waive the fee for a registrant, you can manually mark them as "paid" and the system will register them for the session.

Q:
Are there additional fees required for payment processing?

RevStream payment processing is built into GoToTraining, so there's no need to purchase it separately. However, service charges will be applied as the feature is used. In addition to standard PayPal transaction fees*, Citrix Online will charge a convenience fee of 1.9% of each registrant's fee, with a cap at $9.95 per registrant, or at the cap set for the currency you've selected. All fees will be deducted automatically from your PayPal account at the time of transaction.

For example, if your training costs $100 per person, when a registrant pays the fee through GoToTraining, Citrix Online will deduct $1.90. If your training costs more than $524, a flat fee of $9.95 will be deducted per person.

*The typical PayPal rates are 2.9% + $0.30 per transaction, unless otherwise agreed upon with Pay Pal.

Please see PayPal's fee policy.

Q:
How do I get started using RevStream payment processing?

Once you have a GoToTraining account, you can set up RevStream by linking your GoToTraining account to your PayPal account. We recommend using a business or premier PayPal account so your customers won't need to have PayPal accounts to pay you.

Also, in order for the integration to work, your PayPal account must be confirmed and verified, in accordance with PayPal's required procedures. If your PayPal account isn't verified, log in to your PayPal account, click Get Verified in the Status field below your name and follow the instructions provided. The PayPal verification process varies by country or region, but in the U.S., one way to become verified is to link your bank account to your PayPal account.

With a verified PayPal account, it's simple to set up RevStream on the GoToTraining website. Log in, click My Trainings and select Settings. Then go to the Payments section and follow the instructions. If you are part of a multi-user account, you'll need to ask your organization's account administrator to set it up for you.

Other GoToTraining Features
Q:
How do I invite attendees to my upcoming training session?

If you are using Microsoft Outlook, you will have the option of inviting attendees via an Outlook Calendar appointment after you have scheduled the session. If you use a different email application, you can invite people by copying and pasting the training information into an email.

Another option is allow people to self-register for upcoming sessions using the Online Course Catalog.

Q:
Can I store content that I want to use for my training sessions?

Yes. Each organizer has 2.0GB of storage space in the Content Library for files, web links, tests and evaluations.

Q:
Can I give attendees access to training materials in advance of the training session?

Yes. You no longer have to worry about emailing documents to students in advance of your training sessions. You can easily associate training materials from the Content Library with individual training sessions and provide access to attendees before, during or after the session.

Q:
How do I monitor my attendees during a training session?

Using the GoToTraining Dashboard, organizers can easily check attendance patterns and monitor attentiveness at a glance by viewing the two bars at the top of the screen. Green bars indicate success, yellow and red bars indicate room for improvement. You can also keep track of the number of polls and tests given and see the number of hands raised at any time. (This feature is not currently available for Mac users.)

Q:
How do I generate GoToTraining reports?

Reports can be generated from the Generate Reports menu in the GoToTraining Administration Centre. You can also run certain reports, like the Registrant List, when viewing session details.

Q:
How can I find out who attended my training sessions?

You can run an Attendee Report, which provides details about your session attendees, including registration information and how long they were in session.

Q:
How can I view test results?

Organizers can use the Test Report to review details about tests for a specific training, including who took them, what they scored and when they took the test.

Q:
How do I manage attendee options?

Many attendee options, including chat privileges and the ability to raise hands, can be managed under the Options menu at the top of the screen. Simply check and uncheck to turn options on and off.

Q:
Can I approve training registrants before allowing them to attend?

Yes. By selecting Upon Approval when creating the registration form, you will be able to approve or deny registrants.

Q:
Can I conduct polls and tests with my attendees?

Yes. Organizers can create polls and tests before the training session begins on the My Trainings page. Organizers may launch polls and tests by selecting them in the Polls and Tests pane in the Dashboard.

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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Online Training

Watch GoToWebinar training videos and feature demonstrations.