ISSUE ZOOM PRO PAID NOT ACTIVATED

[LAURADW]

Hello 

we have paid for the pro version but our account is still basic when we paid for the annual plan. How can we sort this out please?

Thanks 

Laura

[Vinnie]

Hello @LAURADW 
Buying the license doesn't allocate the license to the user automatically; take a look to below article and hopefully you should be able to quickly fix it.

https://support.zoom.us/hc/en-us/articles/115004976063-Assigning-Zoom-licenses

Let me know if this addresses your issue.  

Vinnie.

[LAURADW]

Hi @Vinnie thanks but it did not work as I have got this message:

User Upgrade to the pro version 

to manage users and assign meeting licenses to your account
and I just have the basic avail on the scroll menu so it's a nightmare 
Thanks

[Vinnie]

Check if you Zoom Portal show the the purchase transaction; it might not be there and will need to open a ticket asking for help addressing the issue because it could be your purchase might haven't  gotten associated with your account correctly.

Check your portal:  ADMIN > Plans and Billing > Payment History   or   PERSONAL > Home > Manage Plan

If you don't see the Invoice for your payment, you need to ask for Zoom Tech support to open a ticket to address this issue. Maybe Zoom Employee is monitoring this Community and give you better directions.

Vinnie

[Vinnie]

Do you mind sending a screenshot of the ADMIN > Plans and Billing > Plan Management > Plan Summary ?

If you don't see the plan(s) you purchased there then you need help from Billing.

I believe @S_K helped in the past with a situation where the Plan was not reflecting the Billing with the user not getting the License, and provided good guidance to fix the issue.

I hope this can help.

[LAURADW]

Where can I send the screenshot to please? 

My plan is under invoice history since 23/10/23 but not in current plan.

Invoice has a transaction number and I received an email it has been paid.

@S_K can you help as well please?

Thanks 

[Vinnie]

You can post it here so @S_K can see it, or even better, you should be able to open a ticket yourself:  when you Sig-in into your portal, on the Bottom-Right you should have a Chat Icon/Option to get in touch with Support; just follow the instructions indicating it is a Billing issue if/when asked (or similar, like Licensing, etc.) and I am sure somebody nice will help you Escalate this issue; when @S_K responds (if he is no on Time-Off) you will already have a ticket number that can be tracked. Hopefully this will be resolved in no time.

[LAURADW]

Dear Vinnie

thanks a lot again for your kind help, I appreciate you taking time trying to help.

I did check again and yes I have the invoice, yes it is written paid and yes I did even received a confirmation via email.

When I try to add the licence onto my profile it won't appear though and I have disconnected everywhere to see if that would make a difference but no.

So I really don't get why I cannot use the service I paid for, nor the support and I don't know what to do. Especially that I need it for business reasons.

Is there any zoom employee who could help please? 

Thanks 

[S_K]

Hi  @LAURADW

This Zoom Support article offers guidance: Troubleshooting paid account still showing as basic 

[LAURADW]

Hi there 

thanks I believe it is what Vinnie send to me at first and the issue is still here.

I have logged out, we have tried from different phone and laptop in the same room and I still can't assign the pro licence I paid for.

Cannot get support as it shows I am still basic plus I have on the same account the bill form 23/10.

Wasting half of days on this I am so annoyed, I don't know what else to do.

No one from zoom can call me or take over to see what is wrong? 

Thanks both for trying to help 

[S_K]

If you paid for a Pro plan, you can submit a ticket. Use the email address you used on the account, and it will show that you have a paid account.

[LAURADW]

Thanks, already submitted 3 days ago, no response yet. I am so disappointed tbh.

[Vinnie]

Hi again @LAURADW ; even with a Free Account you should be able to get support if you present your case; have handy your Account Number, E-Mail, and the Invoice # and go to the Bottom-Right Chatbot

And so on....eventually you will get with an Agent that should be able to help you if you explain and provide your Account and Invoice as Proof-of Purchase.

[LAURADW]

thanks Vinnie I will try this, but when I see 3 days for a ticket no response I am speechless of all this not getting sorted when I paid but I really appreciate you both trying to help 

[LAURADW]

Tried at 4hours ago and no respond. Can I speak to someone who actually work here eventually?