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Zoom Downgraded from Zoom Pro to Zoom Basic...though I paid in full for Pro...how did that happen?

Forum|Forum|7 months ago
June 3, 2025
5 replies
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I still cannot figure out my Zoom account problem, as I paid my Zoom Meetings Workplace Pro renewal on 3/27 (as evidenced in my bank account withdrawal).

Yet, my account shows I only have Zoom Workplace Basic. Somehow, I was downgraded and cannot get anyone via customer service call back (limited to Business Pro and above) and Zoom chat is useless!

Zoom chat gives basic answers that don't come close to answering my problems/issues!

It appears I'll have to pay another $159.90 to have a Zoom Meetings Workplace Pro account again!

I cannot link to my Google account at all, so I'm in limbo right now.

Do you know anyone with customer service call-in access who might ask a question on my behalf?

Best answer by Mandel

Hi @TDS12 ,

I addition to the above, you might also be signed into the wrong account. Please make sure to log in with the email address that you have originally purchased the subscription with. If you log in with another (unlicensed) email address, you will be redirected to a free/basic account.

You can check out this article on troubleshooting paid accounts still showing as basic.

Let me know if you need further assistance.

Thanks,
Zoom Community Team

MGSR

Community Manager

Hello @TDS12,

Welcome to the Zoom Community! We're glad to have you here.

It's possible that the license you purchased has not yet been assigned or has been assigned to a different user under your account. Kindly follow these steps on how to check and assign the license:

Sign in to the Zoom web portal.
Click User Management, then Users.
Locate or search for the user whom you want to assign a license.
Click Edit at the end of the user row.
This will open a window.
Choose the user type to assign.
After choosing the user type, use the dropdown to select the license.
Click Save.

Let us know if this helps or if you need further assistance.

M

MandelAnswer

Community Champion | Employee

Hi @TDS12 ,

I addition to the above, you might also be signed into the wrong account. Please make sure to log in with the email address that you have originally purchased the subscription with. If you log in with another (unlicensed) email address, you will be redirected to a free/basic account.

You can check out this article on troubleshooting paid accounts still showing as basic.

Let me know if you need further assistance.

Thanks,
Zoom Community Team

MGSR

Community Manager

Hi @TDS12!

Did you see the previous responses?
If it has resolved your inquiry, please press "Accept as Solution."

If you need further assistance, please let us know.

Have a great day!

MGSR

Community Manager

Hi @TDS12!

Given the time elapsed since we last heard from you, I've taken the liberty of marking the provided answer as the solution.

If you need further assistance, please let us know.

Have a fantastic day!

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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