I paid but after 48 hours nothing happens

[hjss84]

on Monday 24 I paid for the service for one more year, but this time it doesn't activate. I wanted to contact them directly to show the payment and everything but there is no info

can anyone help me?

Thank you and best regards

Hugo Salvador

[alena_zlc]

Hi @hjss84 

Sorry you are having trouble with your account. You can contact Zoom support here and our technical experts will be able to assist you. Let me know if you need any additional assistance in the meantime. 

[hjss84]

Still no answer... Any other option? 

[alena_zlc]

Hi @hjss84 
Sorry to hear that. Here are some things you can look into in the meantime. Sometimes this issue can happen if you were possibly signed into a different account or used another email address when paying for your subscription. 

1. Sign in to your account at zoom.us/billing and confirm the subscription type? It should show you whether you have a free account or paid plan. 

2. If it says free, do you have any other email addresses that you may have used to create a Zoom account? I suggest trying to sign in to those accounts if possible and repeating step 1.

And to confirm, you certainly saw the payment get taken from your bank account, correct? If you do not see the charge for the subscription upgrade on your card, it is possible that the payment was not completed and the subscription did not register.

[hjss84]

It was with the email ***********

I have no other account... at least that I know of.

Best Regards

Hugo Salvador

[Ray_Harwood]

Welcome to the Zoom Community, @hjss84.

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

https://support.zoom.us/hc/en-us/articles/115004976063-Assigning-a-License

Follow these steps taken from the article:

1. Sign in to the Zoom web portal at https://zoom.us.
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.

https://support.zoom.us/hc/en-us/requests/new?ticket_form_id=360000983032

[hjss84]

No... I still don't get it because I have ZOOM for years and its the first time it happened.

I have filled that form yesterday and still no answer... so I will do it again. Thank you