Can't access my Workplace pro account

[JackieFraser-Qu]

I have had a workplace pro account for several years as I am a counsellor and need one hour sessions with my clients. My laptop was recently corrupted with a virus so I had to use my husband's laptop and signed into Zoom using my sign in details.  It didn't recognise that I had a workplace pro account,  only gave me a basic free account.  My laptop is now back and repaired.  I have downloaded the Zoom app again,  signed in and again only recognised me as a basic free account! My subscription runs out today and Zoom US are trying to take out the money for this year. I am not happy about this as I cannot get my account up and running again yet will be paying for something I don't have. The Zoom support through the portal is complicated and rubbish as the virtual assistants do not understand your problem and the FAQs don't have my exact problem. I tried calling  Zoom but as my account is only recognised as basic free, I am not entitled to support from a human being even though I am paying for a workplace pro account. I can't access it to cancel my subscription and start again.  I have spent hours on this. It's incredibly frustrating and stressful.  This is my business and I need it as a self employed counsellor.  It's a catch 22 situation.  They will take my money but I won't have anyone to help me access my account again.  I only have my email and password recorded a.d don't believe I used any other email. What do I do??

[S_K · Accepted solution]

Hi @JackieFraser-Qu, 

I can only imagine the frustration and stress this situation has caused. I'm sorry you experienced this. If you haven't already done so, please contact our Billing team using the link below. They can help troubleshoot and ensure you get signed in to your paid account. 

• Contact Billing

[MGSR]

Hello @JackieFraser-Qu! Thanks for reaching out! Since additional help can be provided by our billing team through a ticket, I’ll be marking @S_K's answer as a solution for others with the same question. If you need further assistance, please don’t hesitate to contact Billing.