I have just tried to change my sign-in Email but have not received a confirmation email | Community
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STHK888
Newcomer
August 22, 2023
Question

I have just tried to change my sign-in Email but have not received a confirmation email

  • August 22, 2023
  • 1 reply
  • 7 views

I have a paid Zoom One Pro account. I had not realised that it came with no effective support.

I have just tried to change my sign-in Email. Zoom has acknowledged this, asked me to confirm which I have done and says it has sent an email to the new sign in to confirm. Despite pressing the Resend Confirmation button more than a dozen times in the last 30  minutes I have received no email at my new sign in account from Zoom . 

 

The ChatBot is useless. It asked If I want to cancel my account and if I cannot receive a reply from Zoom that that is what I will do. Appaling service for a paid account.

    1 reply

    Ray_Harwood
    Community Super Champion | Customer
    Ray_Harwood
    Community Super Champion | Customer
    August 23, 2023

    Welcome to the Zoom Community, @STHK888.

     

    You don't mention whether or not you have access to the old/current account email address.  Action is required from that Email account before the new account can be activated.

     

    Please see this Zoom Support article for important helpful tips on changing the email address associated with your account:

    https://support.zoom.us/hc/en-us/articles/201362563#h_01GQMSKVXNFRES11D4497NT79N 

    Especially see the section near the bottom of "How to change the sign-in email if you don't have access to the original email".  Basically, explain the situation and confirm some billing details to confirm its actually you. Might take a few days, start to finish (less, I hope -- they're quite busy!).

      S
      Newcomer
      STHK888Author
      Newcomer
      August 23, 2023

      Hi Ray, and many thanks for your welcome and for your reply. For the avoidance of doubt, I can confirm that I have access to both the old and current account email address. This is why at the old email address I received a notification asking me to press a button that would send a confirmation to the new email address, to which I also have access. Unfortunately, having gone through this procedure more than 20 times, I still have not received the confirmation at the new email address, which presumably will require me to press a button, which will then complete the transfer.

      S
      Newcomer
      STHK888Author
      Newcomer
      September 13, 2023

      @STHK888 - did this work for you? I am having the exact same issue with our account. Thanks!


      @escflzoom This is my reply to @Ray_Harwood , who was very generous with his assistance and frankly much more helpful than Zoom Support.

      Hi Ray.

      Please accept my apologies for my radio silence. This is because matters have dragged on for many weeks without a successful outcome.

      I managed to follow your steps 1 to 13 using your email A and email B procedure. However, things got complicated when I wanted email A to go away, so I eventually managed to contact Zoom support. Unfortunately, this has not produced a result. After a great many messages were exchanged between us, Zoom admitted that they had been giving me wrong directions and wanted me to start again.

      By this time I had spent many, many hours on this matter and was getting very frustrated. So in the end I have cancelled my Zoom One Pro account, which becomes effective when the current subscription ends, and have given Zoom an ultimatum.

      The ultimatum is that I am finished with Zoom and will use MS Teams unless, without any further time being spent by me on this matter or input on my part, they can transfer my paid Zoom One Pro account from Email A to Email B and then delete Email A as a Zoom User.

      I understand that my ultimatum has now been escalated, but I am yet to hear anything further.




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