I paid for it earlier but didn't upgrade to the paid version.

[mnog]

My subscription expired on May 17th, but I paid for a one-year subscription in April. After May 17th, my account was downgraded to the free version. What should I do to request a refund for the payment I made earlier?

[CarlaA]

Hi @mnog! 

Please contact our billing team about this by submitting a billing ticket. Our billing team will have access to your account and subscription information and can assist.

Thank you! 

Carla,
Zoom Community Team

[Annajihun]

I have the same problem, 

I have the invoice of payment aswel and I have send ticket aswel but there is no reply from

Zoom yet. 
My work is being effected because of this.

what should i do now? 

[SidneyDias]

I've a similar problem. I renewed my subscription on May 17th, paying for one year - until May, 2024. But today, I had a meeting finished by Zoom after only 40 minutes, with the message that had reached the limit for the duration defined for free plans. Obviously, I checked again my bylling information and there is no doubt that it I've paid for and that it is uptodate.

I asked for help and now I'm waiting the answer and orientation from Zoom's support people

[CarlaA]

Hi @Annajihun @SidneyDias , thank you for getting back to me!

Please kindly follow these steps to troubleshoot:
 
1. Sign in to your account on the Zoom.us web portal with the email associated with the paid plan
2. Then, navigate to your profile page.
3. Scroll all the way to the bottom and click on "Sign Me Out of All Devices".
4. Then, close your web browser and the Zoom desktop application.
5. Re-open the Zoom desktop application. It should now prompt you to sign in, again.
6. Sign in to the same paid account on the Zoom desktop application.
 
Then after this, run a test meeting to see if the limit still appears. 

Let me know how it goes!

Carla,
Zoom Community Team
 

 

[Frank_TB]

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.
Regards

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