I reactivated my pro account, but I am still getting the 40 minute free account. | Community
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U
Newcomer
uqbar9
Newcomer
May 2, 2023
Solved

I reactivated my pro account, but I am still getting the 40 minute free account.

  • May 2, 2023
  • 3 replies
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I reactivated my 'pro' account after subscription ran out and I was downgraded to the free account. However, I still have the free account features, meaning I get knocked off zoom after 40 minutes. When I try to call zoom technical support, I get the message that I can't speak to a real person because I have a free account. The automated chat is useless since it is defaulted to a menu that has not options for my problem. Any suggestions?

    Best answer by Frank_TB

    Hello,

    Athough you have paid for an upgraded account, you have not actually assigned the license.
    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. 
    https://zoom.us/ 


    in the Admin section do the following to assign the license.


    Click User Management, then Users.
    Locate or search for the user who you want to assign a license using the search bar. (Your own account)


    Click Edit at the end of the user row of that user.


    This will open a window.

     


    Choose the User Type to assign. (Licensed)


    After choosing the User Type, use the menu 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-as-basic 


    Regards

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

    3 replies

    I
    Newcomer
    IPP
    Newcomer
    January 16, 2024

    I'm having similar challenges, I have made payment after account wsas downgraded and I just cant find any real solution, all you get is information overload with no real solution in sight. I think Zoom is over relying on it's AI capabilities. 

    F
    Community Champion | Customer
    Frank_TBAnswer
    Community Champion | Customer
    January 16, 2024

    Hello,

    Athough you have paid for an upgraded account, you have not actually assigned the license.
    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. 
    https://zoom.us/ 


    in the Admin section do the following to assign the license.


    Click User Management, then Users.
    Locate or search for the user who you want to assign a license using the search bar. (Your own account)


    Click Edit at the end of the user row of that user.


    This will open a window.

     


    Choose the User Type to assign. (Licensed)


    After choosing the User Type, use the menu 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-as-basic 


    Regards

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

    I
    Newcomer
    IPP
    Newcomer
    January 16, 2024

    Hello Frank,

    Thank you for your response,
    The license option does not display in the drop down menu. 
    It only displayed Zoom One basic. It also voided licensed and on-prem on top of the page. The billing section also says you do not have a subsciption plan yet and redirect me to make a new payment. But I have the receipt for the paid package for 1 year. 
    Its all very confusing. 
    F
    Community Champion | Customer
    Frank_TB
    Community Champion | Customer
    January 16, 2024

    Sorry to hear that IPP.

     

    I am just a volunteer here and don’t have access to billing information.

     

    You may need to log into the Zoom website and submit a Billing support ticket.

     

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

     

     

     More details  about billing issues and support can be found in the Zoom support site:

     

    https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0057835 

     

    Regards

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

     

     

    F
    Community Champion | Customer
    Frank_TB
    Community Champion | Customer
    January 16, 2024

    Perhaps your payment is still processing?

     

    How to view your invoice history

    1. Sign in to the Zoom web portal.
    2. In the navigation menu, click Account Management then Billing.
    3. Click the Invoice History tab.
    4. Select the invoices you want to view or pay.
    5. Click Print to download and view a PDF of an invoice

    Invoice statuses

    You will see the following statuses in the Invoice History tab.

    • Open: You haven't paid the invoice.
    • Collected: You've paid the invoice and the payment has been successfully processed.
    • Processing: Reasons may vary, submit a request to Zoom Billing for assistance.

    Regards 

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