My account is wrongly listed as Basic when I pay for pro

[MavisEllen]

Every month I pay £16.79 for a Zoom pro account and up to last Sunday I have been able to host meetings of 3 hours in length. Today I had to cancel a meeting as my access was limited to 40 minutes as it is now listed as basic. The virtual agent was useless as I was just repeatedly informed that I must have violated service conditions. I have invoices emailed to me to say my payment has been processed including 7th October. I have personal ID and meeting pass code but virtual agent says only basic account. I have not even been able to submit a request to support. Has anyone else had this problem and if so how did they resolve it please?

[Mandel]

Hi @MavisEllen ,

It sounds like you may have two different email addresses that you are currently using for Zoom: One is tied to a free account and the other is tied to a paid account. Please try logging out of your Zoom account and then log back in with your alternative email address. 

If there is anything further we can do to assist, please let us know.

Cheers,
Zoom Community Team 

[devmanish]

HI, @MavisEllen  

This has happened to a few users before, and it’s usually an account-sync issue rather than an actual downgrade. Since you’re still being billed for the Pro plan, the quickest fix is to force Zoom to refresh your subscription status.

A couple of things that have worked for others:

1. Sign out of Zoom on all devices, then log back in through the Zoom web portal first (not the app).

2. After signing in on the web, clear the app cache or reinstall the Zoom desktop/mobile app to trigger a fresh sync.

3. Go to Profile > Account Management > Billing on the web and check if the license shows as “Active.” Sometimes it shows correctly there even when the app doesn’t.

If the issue still persists, you can bypass the virtual agent by opening a Billing Ticket directly from their support form — that’s usually the only way to get the subscription corrected and the Pro license re-applied.

Hopefully this helps someone else dealing with the same problem!