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Paid for Pro, account still showing Basic

Forum|Forum|3 years ago
January 12, 2023
5 replies
24 views

Paid for Zoom One Pro back in December but my account (only 1 email address used) still shows Basic.

Suport form is useless, cannot press "Next" after filling in all boxes.

Email billing - that fails with a zoom returned email stating to use KB, KB and chat bot are useless.

Someone from Zoom needs to reply to this and assist, or quite simply I will do a chargeback as I expect a modicum of service, granted do not need telephone support, but the minimum is a working and proper email address for support when your own product fails to work as it should when money is paid.

Best answer by S_K

Hey, the only way I could sort my account was by creating a change back through the appstore, and buy a new subscription.

@Thewhanauprojec Yes. If you purchase through Google Play or Apple, Zoom doesn't have access to a billing account and cannot assist. It's always recommended that you keep Zoom updated. Some issues can be resolved by uninstalling and reinstalling the app entirely.

S_K

Community Champion | Employee

Hi StuartPelling,

Thank you for reaching out to Zoom Community!

I recommend contacting our Billing support team here for assistance with this as they will need to access your account to investigate.

S_K

Community Champion | Employee

Thanks for submitting a ticket for Billing, StuartPelling. Please look for my response to the ticket in your email, and we can continue to work together from there.

S

StuartPellingAuthor

Newcomer

Hi there, thank you for the response, however, the questions you asked me, namely billing information would have been easily answered if you had opened the attached invoice that your system sent me stating it had been paid. Therefore, I have just copied and pasted the contents of the invoice and a screenshot of my PayPal account showing payment made.

Hopefully that should be enough to get my account set to Pro - whilst you are doing that, can you extend the plan by 1 month as that's how much time I have not received with it still being Basic.

Thank you.

Ray_Harwood

Community Super Champion | Customer

Welcome to the Zoom Community, @StuartPelling.

I sounds like you've recently upgraded your personal account from Basic (free) to Pro (Licensed). If so, your situation happens a lot: you need to assign the License you purchased to your User Account.

See this web page for assistance:

https://support.zoom.us/hc/en-us/articles/115004976063-Assigning-a-License

Follow these steps taken from the article:

Sign in to the Zoom web portal at https://zoom.us.
Click User Management, then Users.
Locate or search for the user who you want to assign a license. There will likely only be your single account – click your account
Click Edit at the end of the user row. This will open a window.
Choose the User Type to assign, selecting Licensed.
After choosing the User Type, use the drop down to select the license. There should be an indication that you have 1 available user license if you have indeed purchased one or more new licenses. Click the available license.
(Optional) Assign add-ons can be included by checking the boxes for the add-on. You will not likely have any add-ons, so you might skip this step.
Click Save.

The license is now applied to your user account and you can use it immediately.

T

Tipene

Newcomer

Yes, unfortunately there are no accounts showing

A

apales

Newcomer

did you solve the problem... same is happening here and idk how or what to do.

T

Thuong112

Newcomer

Paid for Zoom One Pro back in December but my account (only 1 email address used) still shows Basic.

Suport form is useless, cannot press "Next" after filling in all boxes.

Email billing - that fails with a zoom returned email stating to use KB, KB and chat bot are useless.

Someone from Zoom needs to reply to this and assist, or quite simply I will do a chargeback as I expect a modicum of service, granted do not need telephone support, but the minimum is a working and proper email address for support when your own product fails to work as it should when money is paid.

New license not assignedOne Pro subscicption paid

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S_K

Community Champion | Employee

@Thuong112

If this has not yet been resolved, please submit a request to Zoom Billing here. Tell them you can't access your account. Technically, you can't access the paid features on your account. Someone will have to access your account to determine the issue.

B

Barb-Cardell

Newcomer

Thanks for asking this question last year. I just realized that this is still going on and I am so danged frustrated I want to scream. I have had a pro account for at least 3 years but now it shows pro in some places and basic in others. I tried all the suggestions here to no avail. I also spent a frustrating hour with the chatbot and that was a waste of time. Submitted a request for help via the portal listed below but as I am seen as only a basic customer I can't send in tickets. @608130 folks - I have been loyal for years but ready to move over to teams or ANYTHING else. What is help so difficult?

A

AdultEducation

Newcomer

Hi Barb,

Zoom is a great product, but the business office is a terrible mess. We straightened our account out. Now it is time to renew. Reached out to Zoom in June to prepare for October renewal. Was told they aren't handing their own accounting any more and we needed to find an outside vendor to handle our account renewal. They were not able to give me a list of vendors. I was told to check with tech vendors.

We are moving to Google Meets in October.

I hope things improve for you. I will miss using Zoom, but not all the hours wasting with the accounting stress and mess.

A

Adam92

Newcomer

Hi, I'm having the same problem; I woke up this morning to find all my recordings deleted, despite being on a Workplace Pro membership. When I try to get the 24/7 help I'm entitled to as a paying customer, it says I'm on a basic plan, which I'm not. My subscription is valid until May 2026. As a paying customer, the customer support is horrendous -- even the bot doesn't reply to me! I have the license as I'm a paid customer, but when I try to edit the license in the User section it doesn't work and says that I have no licenses available. After I send a ticket for support it says "Sorry, either the data doesn't exist or you don't have access"! Help please!

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