Cannot Upgrade, Downgrade, or Cancel My Account (what is this insanity?) | Community
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TheFamousHesham
Newcomer
October 1, 2025
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Cannot Upgrade, Downgrade, or Cancel My Account (what is this insanity?)

  • October 1, 2025
  • 2 replies
  • 2 views

I have been alive for a very long time and have never ever experienced this... I was trying to upgrade my account from Zoom Pro Plus to Business Plus, but couldn't through my dashboard (I had to contact sales first). Sales clearly had no idea what was going on because they instructed me to click a button to Manage Plan. In actuality, in my account, this button directs me to contact sales.

 

Why do I need to speak to a human to upgrade my account?

 

Now... I realise I can't upgrade... can't downgrade... can't even cancel my account without contacting support who have now told me to wait until a person reaches out to me by phone or email within the next 2 days. This is atrocious and is 100% illegal.

 

You cannot put people through this insanity. @zoom you've got a legally binding contract with your customers. I'm married to a contract lawyer and I can tell you that you're breaking the law in a hundred different countries in about a dozen ways.

Best answer by Mandel

Hi @TheFamousHesham ,

 

I am sorry to hear about your experience.

 

I have just reviewed your account and can see that you have made several changes to your subscription (on 09/29 and 09/30) which won't come into effect until the end of your current billing period. Since these changes are still pending, they might temporarily prevent you from editing your subscription through the interface. However, once your current billing cycle ends, you should be able to upgrade/downgrade again as usual.

 

That said, if you do not hear back from our Sales Team within the expected timeframe, I suggest submitting a ticket to our billing department so we can manually update your account to the desired plan.

 

I hope this was helpful. Let me know if there are further questions.

 

Cheers,

Zoom Community Team

2 replies

M
Community Champion | Employee
MandelAnswer
Community Champion | Employee
October 2, 2025

Hi @TheFamousHesham ,

 

I am sorry to hear about your experience.

 

I have just reviewed your account and can see that you have made several changes to your subscription (on 09/29 and 09/30) which won't come into effect until the end of your current billing period. Since these changes are still pending, they might temporarily prevent you from editing your subscription through the interface. However, once your current billing cycle ends, you should be able to upgrade/downgrade again as usual.

 

That said, if you do not hear back from our Sales Team within the expected timeframe, I suggest submitting a ticket to our billing department so we can manually update your account to the desired plan.

 

I hope this was helpful. Let me know if there are further questions.

 

Cheers,

Zoom Community Team

MGSR
Community Manager
MGSR
Community Manager
October 14, 2025

Hello @TheFamousHesham!  Thanks for reaching out! Since additional help can be provided by our billing team through a ticket, I’ll be marking @Mandel's answer as a solution for others with the same question. If you need further assistance, please don’t hesitate to contact Billing by submitting a ticket.

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