• Your password is securely encrypted on only your computer. The representative will never see or be able to access your password. Neither will GoToAssist.
• You can disable this feature at any time by clicking Tools and then Revoke My Credentials in your chat window.
• Encrypted information is automatically deleted at the end of each support session.

1. The support representative requests your credentials in the event that they'll need to reboot or unlock your computer in your absence.
2. When you provide your credentials, they are securely stored on only your computer in an encrypted envelope.
3. An encryption key is generated and split into 3 shares. One key share is stored on your computer, the second is sent to our GoToAssist server and the third is sent to support representatives. Please note that an individual key share is absolutely useless without the others. The Representative will never see or access the key share residing on the GoToAssist server and vice versa.
4. When a support representative needs to unlock or reboot your computer, they invoke a request that simultaneously sends each key share to your computer where they are combined to recover the encryption key.
5. When all three key shares come together to complete the encryption key, your login credentials are sent to the Windows operating system for verification. The credentials then unlock your computer and are immediately wiped from memory.
6. When the support session ends, the key shares and the encrypted password are deleted forever.

Phone: (800) 549-8541
Email: gotoassist@citrixonline.com

Thank you.