Don't have access to the email I signed up with | Community
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Newcomer
January 23, 2026
Question

Don't have access to the email I signed up with

  • January 23, 2026
  • 1 reply
  • 42 views

My husband can’t log into his account since he doesn’t have access to the email he used when he signed up. So, he can’t reset his password and his phone number is not in the account. We have gone through the AI black hole and nothing. And it’s impossible to get anyone on the phone. This is the worst customer service and experience. 

 

And when I try to submit a ticket, it just sends me back to AI.

    1 reply

    S_K
    Community Champion | Employee
    Community Champion | Employee
    January 26, 2026

    Hi Debbie!

     

    For individual accounts, Zoom requires access to the registered email for any account changes, including cancellation of a paid subscription. If you cannot access your email or sign in, and you’re unable to submit a support ticket, the only remaining option is to contact your payment provider (such as your credit card company or PayPal) to dispute or block future charges from Zoom. You can then create a new account with your new email address.

     

    This is not an ideal solution, but it is the only way to prevent further billing for paid subscriptions if you cannot regain access to your account or email.

    Newcomer
    January 26, 2026

    Thanks for your reply. I had done that with my CC company and blocked any more charges. My husband posted on Linkedin and someone from Zoom actually responded! He was able to gain access again. Guess you have to blast a company on social media to get attention!

    S_K
    Community Champion | Employee
    Community Champion | Employee
    January 26, 2026

    I know from personal experience that log in issues are extremely frustrating. Account recovery process is something Zoom is actively working on, and this is a perfect example of one of the situations they’re hoping to enhance and improve customer experience for. I’m glad account access was regained.