Cannot Access Pro Account

[carol26]

Hi, I recently changed my email address on my pro account. Shortly thereafter I forgot my new password. Now, whenever I try to log into the account or reset the password, it makes me create a new (basic) account instead. I know I have a pro account because I'm being billed for it.

Can someone please help me get this fixed? 

[Mandel]

Hi @carol26 ,

Welcome to the Zoom Community!

It sounds like you might be trying to log in with the wrong email address which is why the system prompts you to create a new account. If you have not already done so, I recommend that you submit a request to Zoom Billing for assistance. Our specialists can you help you locate the account based on your payment details and also help reset the password if needed. 

Let us know if you need further assistance.

Cheers,
Zoom Community Team