Forum Discussion

ordnajela777's avatar
ordnajela777
New Member
23 days ago

Help with SMS!

Does anyone have a direct number for the Escalations Department? My entire company has been without the SMS feature for the past two days, and we keep getting told that it’s a carrier issue and not on GoTo’s side, without any real accountability or resolution.
I’ve spent hours on the phone trying to sort this out, received multiple conflicting explanations, and had several promises go unfulfilled. At this point I’m extremely frustrated. Our business depends on fast and reliable communication, and on top of that, we’re unable to receive 2FA security codes needed to access critical systems such as banking and internal boards.
Any help getting this escalated properly would be greatly appreciated.

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1 Reply

  • KateG's avatar
    KateG
    GoTo Manager
    23 days ago

    Hi ordnajela777​ Welcome to the Community, 

    Thank you for reaching out and sharing your experience—I’m very sorry for the disruption, and I completely understand how critical SMS functionality is for your business. While we don’t have a dedicated Escalations Department or direct number, I want to assure you that your case is receiving active attention from our Tier 2 and Tier 3 teams. They are working closely with the carriers to identify and resolve the underlying issue as quickly as possible.

    I also see that our team has recently tried to get in touch with you to provide updates and gather any additional information needed. Please keep an eye out for further communications from our support team, as your cooperation will help us move toward a resolution faster.

    Thank you again for your patience during this time. We’re committed to getting this sorted for you as soon as possible. If you have any further questions or updates to share, please feel free to reply here or through your support case.