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Calls cutting off - need a refund for this month


I have a Zoom One Pro account, but my call this morning with a prospect cut off after 40 minutes.  As my plan says, my calls should last up to 30 hours. 


Seeing that similar things have happened to other Zoom One Pro customers without satisfactory support from Zoom, does anybody know a way to get Zoom to help fix this?  If not, does anybody know how to get a refund for any month that my Zoom One Pro account isn't working properly? 


Thank you.


Community Champion | Customer
Community Champion | Customer

Welcome to the Zoom Community, @CustomerX.


You need to assign your newly purchased license to your user account. See this web page for assistance:

Follow these steps taken from the article:

    1. Sign in to the Zoom web portal at
    2. Click User Management, then Users.
    3. Locate or search for the user who you want to assign a license. There will likely only be your single account – click your account
    4. Click Edit at the end of the user row. This will open a window.
    5. Choose the User Type to assign, selecting Licensed.
    6. After choosing the User Type, use the drop down to select the license. There should be an indication that you have 1 available user license if you have indeed purchased one or more new licenses. Click the available license.
    7. (Optional) Assign add-ons can be included by checking the boxes for the add-on. You will not likely have any add-ons, so you might skip this step.
    8. Click Save.

The license is now applied to your user account and you can use it immediately.

If this does not fix your issue, please submit a support ticket to our Billing team here and they will be able to assist you.

Ray - Need cost-effective Zoom Events Help? Visit
Please click Accept As Solution if this helped you !


Hi Ray,

      Thanks for the reply.  I already had applied the license.  And I'd also installed the Zoom for Google Workspaces add-on (that's where I schedule the Zoom calls).  I had everything working properly a while ago, but now two of my scheduled meetings have been cut off at 40 minutes (extremely inconvenient during client calls...).  
      I have submitted a ticket and am hoping someone can figure out what changed in the system to make it seem like I don't have a paid plan.