Account Not Upgrading | Community
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5
Newcomer
566
Newcomer
June 25, 2023
Solved

Account Not Upgrading

  • June 25, 2023
  • 7 replies
  • 1 view

Paid for PRO and need it today to do a live webinar.  Followed all the steps suggested in support form and still I am stuck in Basic.  The chat bot is worthless.

How can I get this fixed?  I tried assigning user per the form here and it keeps saying I need to buy a license and don't have one available.  I already upgraded.

    Best answer by S_K

    Hi @SBurges 

     

    I understand one of your account users has left the team. If you receive the error, “exceeded the limit of license assignment”, please submit a support ticket. 

     

    Make sure the user who is no longer with you is unlinked and deactivated so the license is available to assign to the new user. See Deactivating, unlinking, or deleting users from your account.

    7 replies

    C
    Newcomer
    CPGeorgia
    Newcomer
    June 25, 2023

    Having similar issues, attempted to move a license to another user and now I'm stuck where Zoom says I have licenses available to assign but I can't because I need to purchase an additional license.

    5
    Newcomer
    566Author
    Newcomer
    June 25, 2023

    I tried cancelling my account and started a new.  Requested refund on the first one. 

    Guess what?  The new account with my other email, bought PRO plan, etc. and setup still shows exact same issue.  Basic plan not pro.  Cleared cache etc on all browsers before doing so and it simply does not work.  Still assigned me a basic plan though I paid for a PRO plan.  Will not let me go any further.  Says I still need to pay for upgrade to pro or higher.  The help here is awful.  I can't even get live chat just a very worthless chat box.

    Zoom really needs to fix this issue.  I am very disappointed as I needed to do a webinar today.  Poor customer service can be a killer for business.

     

      S_K
      Community Champion | Employee
      S_K
      Community Champion | Employee
      June 27, 2023

      Hello @566 and @CPGeorgia 

       

      Please make sure you have assigned your paid license to yourself. This is not automatic. See Assigning Zoom Licenses. If you need further assistance, please reach out to Billing by chat.

        C
        Newcomer
        CPGeorgia
        Newcomer
        July 14, 2023

        Whenever I transfer my account's license to another user, when I try to transfer it back to the original user I am unable to do so.  I am on the Pro plan.  After I revert user #2 back to a Basic user and attempt to assign the license to user #1 I get the "You have exceeded the limit of license assignment for your account. Buy more licenses to increase the limit" message. 

        User Management indicates, "You have licenses still available to users. Assign license to users or manage your license count."  But above the list of users it also indicates, "You have exceeded the limit of license assignment for your account. Buy more licenses to increase the limit." 

        The problem appeared to resolved itself after a few days.  But I just did this again and the error is happening again.  Although my annualized spend is more than $50/month I could not use chat (another error in my opinion), so I opened a ticket (#17631168).

        S_K
        Community Champion | Employee
        S_K
        Community Champion | Employee
        July 14, 2023

        Hi @CPGeorgia 

         

        You received this message due to the number of times you've assigned a license to different users. Sharing meeting licenses among multiple users is a violation of Zoom’s Terms of Service. The article below offers more information.

        Zoom error code: “exceeded the limit of license assignment” 

          C
          Newcomer
          CPGeorgia
          Newcomer
          July 14, 2023

          But as you can see in the graphic, not one user has been assigned a license.  That is the error that needs resolving.

          S
          Newcomer
          SBurges
          Newcomer
          July 27, 2023

          I'm having similar problems... My colleague has a Basic Zoom account. I've sent them a link to a Professional licence after a member of our team left and we had a licence spare. It's proving impossible for him to accept the invite and it remains Pending.
          He's logged out of the Basic account and accepted the invite. What are we doing wrong?!

          S_K
          Community Champion | Employee
          S_KAnswer
          Community Champion | Employee
          July 27, 2023

          Hi @SBurges 

           

          I understand one of your account users has left the team. If you receive the error, “exceeded the limit of license assignment”, please submit a support ticket. 

           

          Make sure the user who is no longer with you is unlinked and deactivated so the license is available to assign to the new user. See Deactivating, unlinking, or deleting users from your account.

            B
            Newcomer
            Brian12
            Newcomer
            September 15, 2023

            Having the exact same issue and it's just me, I haven't assigned anything to anyone but need pro to work and stuck in basic.  How can I get this fixed or get a refund ?

             

            S_K
            Community Champion | Employee
            S_K
            Community Champion | Employee
            September 19, 2023

            Hi @Brian12 

            If you haven't already done so, please submit a support ticket. Your account will need to be accessed to investigate.

            S
            Newcomer
            Sanskritist
            Newcomer
            March 19, 2025

            this is a dumb advice - you repeat it again and again, but you just don't get that the dumb system treats us like we are "basic" and doesn't let us open a support ticket, because for that you need to have "Pro". We paid for Pro but are stuck in Basic, with no hope of getting a dedicated support to fix it. Zoom is totally screwed..

            R
            Newcomer
            remottouch
            Newcomer
            July 14, 2024

            I paid yesterday for a zoom pro account and I am still stuck at zoom basic. Followed all steps in support, still no help. The chatbot is pathetic and useless. I have a workshop that starts today. Strangely my bank account shows payment debit but never got payment received confirmation from zoom. I don't know what I will do now. Very very bad user experience. 

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