Unexpected account downgrade | Community

Newcomer

Question

Unexpected account downgrade

Forum|Forum|2 years ago
July 28, 2023
1 reply
1 view

My organisation has active Zoom One Pro and Zoom Webinar accounts, which are active and paid up.

However, the account type has been downgraded to Basic, and an upcoming webinar with over 250 participants has disappeared. I am getting no response to emails and I have been on hold to speak with the accounts department via the cited number for 1 hour and 27 minutes so far.

How do I get someone to respond?

Subscriptions

Community Super Champion | Customer

Welcome to the Zoom Community, @LarsS.

Zoom Community members won't have access to your account. Hold times for telephone support can be significant.

I recommend you submit a support ticket to Zoom’s Billing team here and they will be able to assist you.

https://support.zoom.us/hc/en-us/requests/new?ticket_form_id=360000983032

In the meantime, check your payment settings and review any recent invoices to see if problems there might explain your situation.

LarsSAuthor

Newcomer

Hi Ray,

I have raised another ticket with Zoom, but they typically don't respond until the following day.

Cheers... Lars