Been charged for Pro but email address not recognised at sign in

[SH1990]

On 23rd June I signed up for zoom pro and on 26th June the money came out of my account. On 23rd June, I set up two meetings for tomorrow and sent the links out, but when I came to log in today it said the account hadn't been used before. I need to log in to the account with my Pro linked to it that I set up the meetings in urgently for work. 

I had an old zoom pro account linked to a different email, but that one is on Basic with no meetings upcoming either so it's not a case of wrong email address. 

[S_K]

Hi @SH1990 

Since more detail is needed to investigate the issue, please go to Contact Us to submit a ticket. 

[Shoshanna]

Good Luck. In July 2022, I paid for a Pro account. Zoom never enabled the additional features on my account. I still could only book a 40 minute meeting, even though with a Pro account I should have been able to book multiple hours. I could not find a contact for customer service. I tried many times over the months to find customer service links. A couple of months ago, I called Sales because that was the only number I could find. They gave me a link for customer service and I sent an email to rectify the problem. I was told it was MY issue, that I did not activate my account (who knows how to do this? And why am I expected to do this after I pay to upgrade an account) and after a few rounds, they explained how I can do it. I asked for a refund for the previous year's subscription fee, as I did not have access to the services I paid for. Three weeks later, many, many emails, and not only do they refuse to refund me, but I am repeatedly told that Zoom is a subscription-based service and if you do not use that service, there is nothing they can do. Even though I wanted to use the service, I tried to use the service. I got one customer service agent who refused to answer my questions and just gave me the same pat answers over and over and then cancelled my account and closed my ticket. Now she tells me she cannot reinstate my account. So, after I paid $230 for a Pro account, I got access to its service for a total of 2 weeks and now my pro account is cancelled and I have to pay to reinstate it. I don't know of any other service that just takes your money and refuses to provide what you paid for, then gaslights you when you ask for your money back, cancels your account without your consent, and closes your customer service ticket. Oh, and I have asked to speak to a manager four times now. That too has been ignored. 

[S_K · Accepted solution]

Hi @Shoshanna 

Please look for my reply on your ticket #17525806. 

For the benefit of other Community readers, I want to highlight that links to contact Support are found under Resources at the top of the Zoom account portal when logged in (see screenshot).

Kind regards,

~S