Explorer

Another Goodstack Denial Issue

Forum|Forum|10 days ago
July 15, 2026
3 replies
71 views

Our nonprofit dba CANDLE, Inc. is an established 501c3 U.S. nonprofit with a mission to provide drug prevention education to families and we partner with school districts. Our most known

program is Reality Tour - a parent/child- prevention program designed to help navigate today’s environment. I appealed to Goodstack on 7/13/26 as their

denial email was not specific as to the reason. Their response on 7/14/26 was that “rehabilitation” nonprofits do not qualify. CANDLE, Inc. does not provide any treatment

services and have no credentials in that area. We do have certfiied prevention specialist credentials that are appropiate for our drug prevention

education mission. I sent yet another email appeal today 7/14/26 upon receiving the reason for denail to both Zoom and Goodstack. My email from Zoom this evening

however, just asks for my level of satisfaction to their response so I am concerned that my ticket is closed. I believe that if an actual person looked into this they would clearly be able to

determine we are a prevention education non-profit. I am hopeful that @CR_Nonprofits will read and review this case. Our website is RealityTour.org. Our nonprofit is listed on Goodstack and our EIN is 71-0962470 My previous Zoom ticket was # BI2658483 If anyone can guide me to a way to reach a fair resolution for the wrong category being assigned I would be grateful for assistance. In years past when Tech Soup provided the discount, we always qualfied. Our renewal is 9/11/26.

aluyun

Community Manager

Hi @NjN,

We appreciate you reaching out. I am sorry to hear what happened. Allow me to reach out to the relevant department/team that can help you.

N

NjNAuthor

Explorer

Hello, Today Goodstack emailed they gave us another category BUT I have to re-apply to get the discount :(. I am traveling and don’t have easy access to computer. Can Zoom handle on your end to approve 50% discount for our 9/11 renewal. Also, will our organization have to re-apply to Zoom Cares every year now to obtain the discount? I really appreciate the outstanding customer service from Zoom for this issue.

C

CR_Nonprofits

Employee

Hello @NjN - Thank you for your patience and kind words. Unfortunately, our teams cannot approve the discount on the back end, but given that your renewal is not until 9/11 there is still time.

Moving forward discounts are now set to 3 year terms, so for the next 3 years there will be no need to reapply for the discount. Wishing you safe travels and thank you for the work your team is leading.

N

NjNAuthor

Explorer

Hello,

Well this has progressed somewhat. I took the time to re-apply online today because the appropriate education category was assigned by Goodstack today, taking out of the rehabilitation category. Our discount is effective today 7/15/26. In order to actually claim the discount, I have to forgo the period of time from now through 9/11/26 when we are up for renewal? The approval of the discount now changes my renewal date to 7/15/26 and needs payment today. I lose several months of our nonprofit’s prepaid subscription. I am sure that can’t be right. I look forward to youir reply so this can be resolved and the discount applied to our renewal invoice of 9/11/26. Thank you.

C

CR_Nonprofits

Employee

Hello @NjN - Happy to hear that the discount was approved. For the best assistance, I recommend that you submit a ticket to our billing team who will be able to help you. https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0066832 Thank you.

Getting Started

Sign up

Login with SSO

Login to the community

Login with SSO