2 Zoom Pro Annual Subscriptions Double Payment

[danefp_29]

I purchased an annual Zoom Pro subscription last December 19, 2024 and last April 15, 2025 I tried to update my plan to add 2 users and transfer license. I received a a credit balance adjustment invoice which I think was because they cancelled my initial subscription so I purchased another annual subscription on April 19, 2025. When I was purchasing, it shows $0 to pay so I believed that the credit balance will be deducted in the next subscription to purchase. But today, April 22, 2025, I was deducted the full amount of $267.36 for the Zoom Pro annual subscription again. I would just like to ask what happened to the credit balance adjustment invoice that I received? I was told by the chatbot that I cannot actually received a refund if the subscription was cancelled and that the initial subscription is still ongoing. I did not even cancel my initial subscription but then I received the credit adjustment. And now, it looks like I have 2 Zoom Pro subscriptions.

[Mandel]

Hi @danefp_29 ,

Welcome to the Zoom Community!

If your subscription was cancelled or downgraded mid-term, then the credit invoice was most likely applied towards one of your invoices. To review this, please visit your Payment History  and download a copy of the last 2-3 invoices. Within the PDF template, scroll down to the "Transactions" section and you should be able to see if a credit was applied.

If you need more help, I recommend that you submit a request to Zoom Billing for assistance. Our specialists will need to access your account to provide a detailed answer.

Cheers!
Zoom Community Team