Do not have access to my former email, my credit card has changed and I can't sign in for help

If you no longer have access to the email address, password, or payment method associated with the account, you'll likely need to work directly with Zoom's billing or account recovery team. Since you received an invoice, keep a copy of it and any account details you still have, such as the old email address, account name, or invoice number.

Try explaining that you cannot sign in because the email account is no longer accessible and that you need assistance canceling the subscription and updating the account information. The invoice details may help Zoom verify ownership of the account.

You're not the first person to run into this situation, so there should be a process for verifying your identity without logging in. The key is providing as much information as possible from the invoice and previous account records.

You're in a tricky situation, but don't ignore the invoice. Since you no longer have access to the email address, password, or old payment method, standard account recovery may not work.

Gather any information you still have—invoice number, account name, billing details, old email address, and any previous payment records. Then contact Zoom's billing or account recovery team through their non-login support channels and explain that you're unable to access the account due to lost credentials and an inactive email address.

The invoice itself can help prove account ownership. In many cases, support can verify your identity using billing information and help you cancel the subscription or regain access. The sooner you reach out, the better, especially if a renewal payment is pending.

Hello ​@Jessica Hajsan!
 

How to recover your Zoom account when you forgot your email address

1. On the Zoom Sign in page, click Forgot email?.
2. Verify your identity by entering your billing information.
   • Cardholder name
   • Credit card type
   • Last 4 digits of your credit card
   • Credit card expiration date
   • Last charge date
   • Last charge amount
3. Provide a recovery email address where you can receive your recovery link.
4. Click Next.
   You will receive a verification code to the recovery email address.
5. Enter the verification code sent to your email.
6. Click Verify.
   The system will verify your billing information against active paid accounts. If verification is successful, you'll see a confirmation message and the recovery process will begin. This process may take up to 24 hours. Check your recovery email for updates.

Email account verification statuses

When you submit a request to recover your Zoom account, one of the following statuses may apply:

Account verified

If the email address you entered matches the sign-in email of an active paid Zoom account, a recovery email will be sent to the recovery email associated with that account. This email includes instructions on how to sign back in.

The recovery email may be the same as your sign-in email or a different email you designated when setting up your account.

Account not verified

If the email address matches an active paid Zoom account but the billing information cannot be verified, click Verify Identity in the email you receive to confirm your billing details again.

Account not found

If the email address you entered does not match any active paid Zoom account, contact Zoom Support for further assistance.