FAQs

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

GoToWebinar

Attending a Webinar
Q:
How do I join a webinar?

Joining a webinar is easy. When you receive a webinar email invitation, click the registration link and register for the webinar. You can then join the webinar at the scheduled time one of three ways:

  1. Click the link in your confirmation or reminder emails, which will be automatically sent to you after registering and leading up to the webinar.
  2. Go to www.joinwebinar.com. Type or paste in the webinar ID provided by the organizer in the webinar invitation email, enter your email address, click Yes or Always (or Trust on a Mac) if prompted to accept the download and, if required, enter the webinar password provided by the organizer.
  3. Click the Join a Webinar button from www.gotowebinar.com. Type or paste in the webinar ID provided by the organizer in the webinar invitation email, enter your email address, click Yes or Always (or Trust on a Mac) if prompted to accept the download and, if required, enter the webinar password provided by the organizer.

Q:
Do I need a GoToWebinar account to attend a webinar?

No, you do not need a GoToWebinar account to attend a GoToWebinar session. You attend as a guest of the webinar organizer, and there is no obligation to buy or sign up for a free trial. To join a webinar, click the link in the confirmation or reminder emails or go to www.joinwebinar.com and enter the webinar ID found in the invitation email.

Q:
What are the system requirements for attending a webinar?

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).

On an iPad, iPhone or Android device

Q:
Can I view presentations 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.)

For participants with GoToMeeting app for iPad, iPhone or Android

  • Free GoToMeeting app from the App Store or Google Play
  • WiFi connection recommended for VoIP audio
  • At this time attendees using the GoToMeeting app can only join GoToMeeting and GoToWebinar sessions

For attendees with GoToMeeting app for Windows RT tablet

  • Free GoToMeeting app from the Windows Store
  • x86, x64 or ARM processor
  • WiFi connection recommended to use VoIP
  • At this time attendees using the GoToMeeting app can only join GoToMeeting sessions

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 on 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, 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

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 on 1 866 962 6492 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 toll-based 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 would like to purchase international Integrated Toll-Free service with numbers for  over 40 countries, or if you have additional questions about Integrated Toll-Free service, feel free to call 1 866 962 6492.

Our phone conferencing options provide a phone number and meeting ID that can be dialed by all meeting participants. If you choose a toll-based phone number, participants are then charged their standard long-distance rate for calling, just as if they made a regular long-distance call. If you purchase Integrated Toll-Free service, your participants will be able to make a toll-free call, and you will be charged according to the plan that you select.

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:
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 have would like to purchase international Integrated Toll-Free service with numbers for over 40 countries, or if you questions about Integrated Toll-Free service, feel free to call 1 866 962 6492.

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

HDFaces is available for all GoToWebinar and GoToTraining plans – attendees in each session will be able to view up to 6 webcams, see the screen content and hear the audio that presenters share. 

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 toll-free at 1 866 962 6492 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 toll-free on 1 866 962 6492 or through one of our worldwide offices.

Getting Started: Holding a Webinar
Q:
What can I do with GoToWebinar?

With GoToWebinar, you can easily set up, deliver and monitor large webinars and online events from anywhere at any time with up to 1,000 participants.

  • Registration: Target and screen your audience with a GoToWebinar registration page with your logo. GoToWebinar will manage your registrants for you and send email reminders to them before the webinar.
  • Presentation: Attract more audience members by presenting online and reducing travel costs. Engage your webinar attendees with interactive polling, survey and Q & A functionality.
  • Robust reporting: Qualify your leads by downloading the GoToWebinar Attendee Profile, which provides a detailed list of webinar attendees sorted by their level of interest. GoToWebinar reports also track webinar attendance, audience feedback and overall webinar success to help you develop webinar best practices.
Q:
How do I start using GoToWebinar?

GoToWebinar 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 webinar?

No – you can hold a webinar from any computer with Internet access.

To hold a scheduled webinar: Log in with your account email and password at www.gotowebinar.com. Your scheduled webinars will be listed under My Webinars – just click the Start Webinar button next to the meeting you want to start.

To hold an instant webinar: Click the Host a Webinar button on www.gotowebinar.com and enter your account email and password. On the following page, click the Webinar Now button. Your webinar will start immediately. To invite people to your webinar, click the Invite Others button in the Control Panel. A window will open with instructions for joining that you can email, instant message or tell your attendees over the phone.

To schedule a webinar: Once you are logged in to your account, select Schedule Webinar from the left navigation menu. Fill out the webinar information and click the Schedule button.

Q:
How do I start an impromptu webinar?

On a PC

Right-click the GoToMeeting system tray icon , select Webinar Now... and log in by entering your account information and clicking the Log In button. Your webinar will start and the GoToWebinar Control Panel will appear on the right side of your desktop. Invitation options will appear in the Invite Others pane.

On a Mac

Just click the GoToMeeting icon  in the dock, select the Webinar Now button and log in by entering your account information and clicking the Log In button. Your webinar will start and the GoToWebinar Control Panel will appear on the right side of your desktop. Invitation options will appear in the Invite Others pane.

Note: Impromptu webinars accommodate up to 200 attendees.

Q:
What do I do if my attendees can't hear my voice or see my screen?

Audio and screen sharing both need to be turned on after starting a webinar – GoToWebinar starts with them turned off to prevent early attendees from hearing or viewing your preparation.

To enable audio for your attendees, press *1 on your telephone or the Start Broadcast button at the top of the Organizer Control Panel. (The Start Broadcast button appears when using mic and speakers and when you enter the audio PIN while using the phone.)

To enable screen sharing, click Show My Screen in the Organizer Control Panel.

If attendees still can’t hear your voice or see your screen, please contact Global Customer Support.

Q:
What is an organizer?

An organizer is a person with a GoToWebinar account who schedules, starts, manages and ends a webinar. An organizer can also designate other attendees to be organizers or panelists. Once a webinar starts, the initial organizer is the default presenter and may either begin presenting or pass the presenter controls to any other organizer or panelist.

Q:
What is a panelist?

A panelist is a person who presents and/or answers questions assigned to him or her during a webinar. A panelist can be given the presenter controls at any time during the webinar and is able to speak on the conference call by default. Panelists do not need to have GoToWebinar accounts to participate in web events.

Q:
What is a presenter?

A presenter is the person showing his or her desktop to the webinar audience. The webinar organizer is always designated as the first presenter. The presenter role can then be passed to another organizer, panelist or attendee.

Presenters can show their complete desktops, a clean screen (with no icons or taskbar) or a specific application window to all webinar attendees. Presenters may choose to pause showing their desktops or applications at any time. Presenters may grant other organizers or panelists the ability to share control of the presenter's mouse and keyboard.

Q:
What is an attendee?

An attendee is any person who can view the presenter's screen but is initially muted on the conference call to minimize background noises that would detract from the presentation. If you're using Unlimited Audio, the organizer can unmute up to 25 participants (including panelists and other organizers), whether they're in Telephone mode or using VoIP. If additional attendees need to speak, a corresponding number of unmuted participants will first need to be muted, as only 25 may be unmuted at any time.

Attendees do not need to have GoToWebinar accounts to participate in web events.

Using Audio
Q:
How does the integrated phone 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 6492.

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 webinar?

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 a webinar using the GoToWebinar 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 webinars recorded on a PC?

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

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

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

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

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

Note: Mac users can view PC webinars only if they were recorded in the Windows Media format.

Q:
Can I record a webinar 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 webinar?

Recordings are automatically saved locally to the path indicated under the Recording tab in your GoToWebinar preferences when you end or leave a meeting. Webinar recordings will include the webinar 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 webinars stored?

All recorded webinars will be saved to your desktop; the default location is in your My Documents folder on the PC and /Users/<current user>/Documents/Recordings on the Mac. You can change this destination location, but only before you begin recording. We recommend that the designated location have a minimum of 1.0 GB of free space to accommodate the recording.

For corporate accounts, you can also archive recordings for on-demand viewing. Each account has 3.0 GB of storage available.

Q:
How do I play back a webinar I just recorded?
  1. If you haven't already, end the webinar that you are recording. GoToWebinar will automatically save your file with the date and time noted after the name that you gave the event 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 webinar recorded in the GoToMeeting format, you must either have GoToMeeting installed, or download the GoToMeeting codec (G2M3 decoder) at http://www.gotomeeting.com/codec.

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

Q:
Can I edit a recorded webinar?

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

Q:
Can I email a recorded webinar?

Depending on the size, webinar recordings can 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 the webinars recorded on a PC. If the webinar is sent in the GoToMeeting format, recipients must either have the GoToWebinar software on their computer or install the GoToMeeting Codec at https://www.gotomeeting.com/codec.

Note: Mac users can view PC webinars 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.

Other GoToWebinar Features
Q:
How do I customize my webinar registration page?

On the Manage Webinar page, click the Edit link in the Registration Form section. You may then either add pre-configured best practice questions or create new questions for your registration page. You may also include your own logo on all webinar pages and emails by clicking Edit in the Branding and Theme section on the Manage Webinar page.

Q:
How do I monitor my attendees during a webinar?

Using the GoToWebinar Dashboard, webinar 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 webinar success, yellow and red bars indicate room for improvement. You can also see the number of open questions and hands raised at any time. (This feature is not currently available for Mac users.)

Q:
How do I download GoToWebinar reports?

Click the report links on the Webinar History page to evaluate webinar success or view attendee profiles. All webinar reports are also available in the My Reports section of GoToWebinar in .xls or .csv format, so they can be easily transferred into your CRM program.

Q:
What's the difference between chat and Q & A?

The chat feature allows organiaers to send private messages to panelists or broadcast messages to all attendees. The question and answer feature allows attendees to send text questions to organizers and panelists, who can respond with answers privately or to the entire audience.

Q:
How do I save question and answer sessions from my webinars?

Question and answer sessions from each webinar are automatically saved and ready for viewing in the Attendee Report two hours after the webinar is completed. The Attendee Report is available on demand for 90 days. To access this report, log in to your GoToWebinar account and click Generate Reports. Select Attendee Report, then select the desired webinar.

Q:
Can I allow a co-presenter to help me with a webinar?

Yes. Organizers may invite additional presenters to a webinar as panelists. During a webinar, panelists are able to speak to the webinar audience or share web content from their own desktops.

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

Yes. The registration approval feature allows organizers to view all registrants and approve them before webinar login instructions are sent.

Q:
Can I draw and highlight items during a presentation?

Yes. GoToWebinar allows organizers and panelists to use annotation tools to highlight elements of their presentation content. These tools include highlighter, pen, spotlight and arrow functions. (This feature is currently only available to Mac users attending webinars hosted on a PC.)

Q:
Can I conduct polls and surveys of my attendees?

Yes. Organizers can create polls and surveys before the webinar begins on the Manage Webinar page. GoToWebinar organizers may launch pop-up polls during the webinar and include a survey immediately following the webinar session or in attendee follow-up emails.

Q:
Can I drop in PowerPoint® files?

With GoToWebinar's screen-sharing technology, there's no need to upload your presentation before your event. Just run it on your desktop and share your screen.

If you're thinking about dropping them in as a resource for attendees, that would require file transfer. GoToWebinar does not have that capability at this time.

Q:
Does GoToWebinar have a file transfer feature?

GoToWebinar does not have that capability at this time.

Q:
Can I take control of attendee desktops?

Yes, but only if they give you permission. To take control of an attendee's keyboard and mouse, they must be the active presenter.

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

A webinar presenter on a PC 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.

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.

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.

^ Return to Top

24/7 Support

Need help? We provide online meeting support 24 hours a day, 7 days a week.

Global Customer Support ▸

Online Training

Watch GoToWebinar training videos and feature demonstrations.