If your Zoom billing portal shows Tax Exempt: Pending and it feels like it's been stuck there forever — you're not alone, and there's a clear path to get it sorted. Here's what that status actually means and exactly what to do next.

What “Pending / Under Review” Really Means

When you submit a tax exemption request, Zoom's billing team has to review and validate your documentation before flipping your account to exempt. While that review is happening, your account sits in a Pending state. You'll typically see a message like this in the Sold To Contact section of your billing portal:

"Your tax exemption status is currently under review. You may be charged tax upon placing an order. Should your exemption be approved, we will credit all refundable taxes/fees to your account."

The important takeaway: you're protected financially. If tax is charged while your request is pending, Zoom credits back all refundable taxes and fees once the exemption is approved. So a "Pending" status doesn't mean you lose money — it just means the review isn't finished yet.

Why It Can Stay “Pending” Longer Than Expected

• The submitted certificate is expired, incomplete, or the wrong type for your state or entity.
• The document didn't clearly match the legal name or address on the account.
• The request is simply in the review queue and needs a nudge to be prioritized.
• Additional documentation was requested but the message was missed.

What Documentation Zoom Usually Needs

Requirements vary by state and organization type, but the most common documents are:

• A valid state-issued tax exemption certificate.
• For nonprofits, a 501(c)(3) determination letter from the IRS.
• A resale certificate, if applicable to your business.

Double-check that whatever you submitted is current (not expired) and lists the same legal name and address as your Zoom account.

How to Move It Forward — Step by Step

1. Sign in to the Zoom Support portal at https://support.zoom.us/hc/en-us/requests/new, or from your Zoom account go to Help > Submit a Request.
2. Log in with your account owner / billing contact credentials.
3. Choose the Billing category, then select Tax / Tax Exemption if a sub-topic is offered.
4. Reference your account and ask for a status update and estimated timeline, and whether any additional documentation is needed.
5. Attach a copy of your exemption certificate or determination letter before submitting.

A Message You Can Copy & Paste

Subject: Follow-up on pending tax exemption review

Hi Zoom Billing Support,

Our account's tax exemption status has been showing as "Pending / Under Review" for some time. Could you please:

1. Provide a status update and an estimated timeline for the review?

2. Confirm whether all required documentation has been received and is valid, or let me know if anything else is needed?

3. Confirm that any taxes charged in the interim will be credited back once the exemption is approved?

I've attached our exemption certificate for reference. Thank you for your help!

Quick Checklist Before You Submit

• Confirm your exemption certificate is valid and not expired.
• Make sure the legal name and address match your Zoom account.
• Sign in as the account owner / billing contact.
• Attach the certificate to your ticket.

Once your request is approved, your status flips to Exempt and any refundable taxes charged along the way are credited back. If you've been waiting a while, a quick billing ticket is the best way to get things moving.

Hope this helps someone in the community!