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Frequently Asked Questions

Do you have questions about our products and services? Find the answers below.

Customer FAQ

Insurance Requirements

All loans provided by GoTo Loans are secured by the vehicle being repaired. This means that the borrower is required to add GoTo Loans as the First Loss Payee on their auto insurance policy. This will ensure that any payoff from an insurance company will be made co-payable to GoTo Loans.

Proof that GoTo Loans was added as the Loss Payee can be submitted up to 10 days after the loan was funded. For more information on ‘How to Add GoTo Loans as a Loss Payee’, you can visit

After the 10 day grace period has expired, a default fee will be assessed on the account. The default fee is dependent on the original loan amount:

$500 – $1,500: $3.95
$1,500.01 – $3,000: $5.95
$3,000.01 – $5,000: $8.95
$5,000.01 – $7,500: $14.95
$7,500.01 – $10,000: $19.95

Proof of being added as a Loss Payee can be provided to GoTo Loans at any time. Once provided, the default fee will cease.

I am not receiving any email from GoTo Loans

If you’re not receiving emails from us, it’s likely due to your spam filter, but it may also be one of the few reasons below. With luck one of these will either identify the problem so it can be fixed or provide more clues to figure out the cause.

1. Have you looked in the “All Mail” label for the missing messages? What about “Trash” (or “Bin”, but not “[imap]/Trash” or anything else)? What about “Spam”?

2. Have you used the Search Mail function (with the term “in: anywhere”) at the top of the page to look for the missing messages?

3. Is the account full? Looking below the inbox, how much space, out of how much total, does it say is being used?

4. Did the senders get any sort of bounced/failed/rejected messages returned to them (post the full headers here)? If you still haven’t been able to solve this issue, contact us at [email protected] or use the live chat on our website.

5. Have you tried sending yourself a test-message from a non-Gmail account? Have you tried sending a test-message to that non-Gmail account and replying? Does either direction work?

What is required in order to get the loan?

Once you’re approved and if you want to continue, you will start by creating a GoTo Loans profile.

This step will require you to take some pictures of your driver’s license and vehicle ownership (so make sure to have those handy). You will also need to log into your online banking to connect your GoTo Loans profile to your bank account as this will allow us to withdraw the payments directly from your account.

Once your profile is set up, your service centre technician will be required to submit the final details of the service. Once all the items are submitted you will receive a notification to sign the Loan Agreement.

We then as that you provide confirmation that GoTo Loans is added to your insurance policy as a Loss Payee within 10 days. You can learn more about adding GoTo Loans as a Loss Payee here.

Will I save money if I pay off the loan early?

YES! This is a fully open-ended loan so you only pay interest during the time you are borrowing the money. The earlier you pay the more you save!

Are there any upfront costs I need to pay?

All of the fees to process the loan will be added to the total loan amount so you don’t need to pay it upfront.

You may need to pay something upfront if the amount of your loan is less than the total cost of the repair. In this case, you will need to pay for the difference between the loan amount and the repair amount.

If you accepted a promotional loan (such as a No Interest, No Payments loan), then you may be required to pay an administrative fee upfront directly to the service centre.

How do I make payments?

All loans are set up using preauthorized payments through your bank account. Unfortunately, we do not accept payments in the form of cash, cheque or credit cards.

Additional payments can be made via Email Money Transfer or by Visa Debit.

If using Email Money Transfer, please email all funds to [email protected] Once the payment is made, please follow up with a Live Chat agent to ensure the amount was applied correctly to your account.

If you would like to make a payment using Visa Debit, please contact us via Live Chat.

What are the loan repayment terms?

Although you can pay off the loan at any time, loans that are between $500 up to $750 qualify for a term of 12 months to 24 months.

Loans between $750 and $2,500 qualify for terms between 12 months to 48 months.

Loans above $2,500 and up to $10,000, qualify for terms starting from 24 months up to 48 months.

Do you pay the service centre directly?

Yes! Once you and the service centre have both signed the loan agreement, we authorize the payment to be sent directly to their bank account.

I have an open GoTo Loans payment plan, can I apply for another loan?

Yes! We don’t have any restrictions on the number of loans you maintain. You can be approved for multiple loans up to the maximum value of the vehicle (for example, if your vehicle is approved for $10,000 – you may borrow $5,000 on a first loan, $2,000 on a second loan, and $3,000 on a third loan). The only requirement is that all of your current loans with us are in good standing.

What are the rates and fees of a repair loan?

All standard program loans include the following fees which are added to the beginning balance; a lien registration fee of $29 – $99 depending on the term of the loan and processing fees that include an insurance verification fee of $20 and an administration fee of $79. The loans are then calculated at an annual interest rate of 29.95%.

The rates and fees for promotion interest loans are as follows:

  • No Interest/No Payment loan: you will be required to pay an Administration Fee of $14.95 upfront directly to the vendor as it is not added to your loan like the standard interest program. Also, a lien registration fee of $59 is added to the beginning balance of your loan. If the loan is not repaid in full by the end of the promotion period, then the interest rate of 39.95% will be applied from the time the loan was funded with the balance being rolled over into 34 payments.
  • No Interest/Equal Payment loan: you will be required to pay the Administration Fee upfront directly to the vendor as it is not added to your loan like the standard interest programs. The Administration Fee for this program is $29.95. Also, a lien registration fee of $59 is added to the beginning balance of your loan. You will also be assessed a monthly administration fee of $4.95 for each month the loan is active.
  • No Payments for 100 Days: the following fees are added to the beginning balance of each loan; a lien registration fee of $29 – $99 depending on the term of the loan, and processing fees that include an insurance verification fee of $20 and an administration fee of $79. The loans are then calculated at an annual interest rate of 39.95%.

Privacy & Security

Where can I find your Privacy Policy and Terms of Agreement?

To access the full Privacy Policy and Terms of Agreement click hereYou can also find it in the footer of our website.

Is my information protected?

Yes, all personal data is protected by our secure network. We protect this data with multiple layers of security, including leading encryption technology like HTTPS and Transport Layer Security. We continuously monitor our services and the underlying infrastructure to protect them from threats, including spam, malware, viruses, and other forms of malicious code.

We never give access to your data or our servers that store your data or onsell your information to third parties. Please read our Terms of Agreement and Privacy Policy to learn more. 

Service and Repair Centre FAQ

How can I update my store information on the Vendor Locator in the GoTo Loans directory?

Simply login to your profile and select “Profile” in the left-hand navigation menu. From there, you can use the menu at the top of the “Settings” window to update your business profile, logo, storefront image, and business description. You can also use this menu to update your banking information, and request a digital widget or get on the waiting list for an in-store GoTo Loans Financing Centre kiosk unit.

Where can I find the GoTo Loans logo for my advertising programs?

There are a number of places you can visit to download our assets. We store all our files in a shared folder that hosts our logo, brand colours, and font family. You can access these files here.

Logo Downloads

Brand Colours

Font Style

Do you offer after hours customer service?

You can submit inquiries 24/7 directly to GoTo Loans through the Live Chat located at the bottom right of your screen. Messages will be responded to during normal business operating hours. 

How do I correct or update a loan application?

Any information that needs to be edited in an application can be updated at any time by both the customer and the service centre up until the loan is funded.

How are loan applications started?

You or your customer can begin the application. You can get the process started by logging into your account and selecting the orange “Start new Application” button at the bottom left of the screen. Once the process has started, your customer will be prompted to continue the application via email notification.

Are you really able to instantly qualify loans?

Yes! We are able to qualify the value of a loan based on the make, model, and year of a vehicle. If a vehicle is over 12 years old or has high mileage we will have to do a manual review which takes anywhere from 5 minutes to one business day (depending on when it’s submitted).

What documents need to be signed to complete a loan?

Once the repair has been completed and the vehicle is ready to be picked up, the customer will electronically sign the repair loan agreement. Once they sign, you will get an email prompt to sign the agreement as well. Once complete you’ll recieve an email notifying you that your payment is on its way.

Are there any restrictions on what a GoTo Loans payment plan be used for?

GoTo Loans payment plans can be used for any vehicle repair including collision and rust repairs, rims and tires, electrical repairs, and all mechanical repairs. They can be also used for general vehicle maintenance, as well as almost all automotive accessories and upgrades as long as it also includes installation.

Unfortunately, due to the current RSLA lending rule, our payment plans cannot be used for parts-only purchases and must include the installation of any parts purchased.

How does it work for franchises or companies with multiple locations?

To register a business with muliple locations, each location will be required to complete the activation form located here.

Are there fees associated with becoming a GoTo Loans Authorized Service Centre?

GoTo Loans does not charge a fee to sign up as an Authorized Service Centre. Once your application is complete and has been verified, someone from our team will reach out to set up a quick, 30-minute training session to walk through the program details.