I have a paid account but remain at the basic level

[Jolanda]

I have a paid account . However, when I log in, it shows that I have a basic account. I really need to conduct an online meeting soon, but I can't seem to resolve this issue in any way. Additionally, I can't get in touch with a live person from Zoom. The chatbot either doesn't understand my question or just isn't functioning properly.

[Frank_TB]

Hello,

I suspect that although you have paid for an upgraded account, you have not actually assigned the licence. Zoom does not do this part for you. You will need to act as the account admin and assign the upgraded licence to your account.

Assigning a single license

Sign in to the Zoom web portal.
Click User Management, then Users.
Locate or search for the user who you want to assign a license. (Your own account)
Click Edit at the end of the user row.
This will open a window.
Choose the User Type to assign.
After choosing the User Type, use the drop down to select the license.
Click Save.
The license is now applied and you can use it immediately.

https://support.zoom.us/hc/en-us/articles/16519456230285-Troubleshooting-paid-account-still-showing-... 
Regards

If my reply helped, don't forget to click the accept as solution button!

[Jolanda]

Thank you for answering. It does not work 😥

[RN]

Hey @Jolanda before assigning a license, make sure you have one available on your account. If you do not have a license, you must purchase one at https://zoom.us/pricing.

If you are an Admin with permissions or the account's Owner and have successfully purchased a license, you can view the account's current plans. More info within Getting started with Zoom billing management