Discover Zoom success stories and upcoming events! Explore our Customer Success Forum & Events page.
Visit NowEverything you need to work together, all in one place.
Explore Zoom One's Collaboration ToolsConnect virtually from anywhere with Zoom Meetings
Collaborate together with Zoom Chat
Call the world with Zoom Phone
Create and brainstorm with Zoom Whiteboard
Rich conversation analytics to improve sales
Send and receive messages and calendar invitations
Collaborate over video without scheduling a meeting
Remove the hassle of traditional scheduling with Zoom Scheduler
Simplify communication and drive engagement with Workvivo
Innovative video solutions for every meeting space.
Bring meeting spaces online with Zoom Rooms
Conference Room Connector links existing rooms to Zoom
Innovative solutions for every space
Solutions to host impactful virtual and hybrid experiences.
Find a Solution for Every EventHost hybrid and virtual events with Zoom Events
Elevate your brand with single session events powered by Zoom Sessions
Broadcast at scale with Zoom Webinars
Host and attend classes, group events, and more OnZoom
An omnichannel cloud solution optimized for video.
Engage customers with Zoom Contact Center
Deliver intelligent support with conversational AI
Optimize contact center agent performance and engagement
Zoom solutions elevate collaboration across vertical use cases.
Discover Zoom Industry SolutionsEnabling exciting new ways to teach, learn, and connect globally
Transforming client engagement and employee experiences
Improving collaboration between agencies, ministries and constituents
Connecting care, collaboration, and medical innovation
Real-time communication, anywhere in the world
Bridging the in-store and online experiences
Expert support and services for all your design, strategy, implementation, event, and hardware needs.
Global Services
Hardware purchase and subscription options
Flexible subscription plans for hardware
Protect certain data at rest with your own encryption keys
An open platform that allows developers to build Zoom apps and integrations.
Explore thousands of apps that work with or within Zoom
Documentation for building with Zoom's technology using SDKs, APIs, and webhooks
Post your questions and get help from our developer community
Zoom Partners bring Zoom's communications platform to market through alliance, sales, and service partnerships.
Explore Zoom's technology ecosystem
Find a trusted Partner
Learn about Zoom's Partner Programs
Access marketing & sales resources
Login to the Partner Portal and click 'Learn'
Discover new ways to use Zoom solutions to power your modern workforce.
Access expert-led tutorials on Zoom products and features.
Network with other Zoom users, and share your own product and industry insights.
Get documentation on deploying, managing, and using the Zoom platform.
Keep your Zoom client up to date to access the latest features.
Download CenterDownload hi-res images and animations to elevate your next Zoom meeting.
Browse Backgrounds2023-01-12 10:07 AM
Paid for Zoom One Pro back in December but my account (only 1 email address used) still shows Basic.
Suport form is useless, cannot press "Next" after filling in all boxes.
Email billing - that fails with a zoom returned email stating to use KB, KB and chat bot are useless.
Someone from Zoom needs to reply to this and assist, or quite simply I will do a chargeback as I expect a modicum of service, granted do not need telephone support, but the minimum is a working and proper email address for support when your own product fails to work as it should when money is paid.
Solved! Go to Solution.
2023-01-13 07:16 AM
Thanks for submitting a ticket for Billing, StuartPelling. Please look for my response to the ticket in your email, and we can continue to work together from there.
2023-10-18 06:30 AM
@Thewhanauprojec Yes. If you purchase through Google Play or Apple, Zoom doesn't have access to a billing account and cannot assist. It's always recommended that you keep Zoom updated. Some issues can be resolved by uninstalling and reinstalling the app entirely.
2023-01-12 01:30 PM
Hi StuartPelling,
Thank you for reaching out to Zoom Community!
I recommend contacting our Billing support team here for assistance with this as they will need to access your account to investigate.
2023-01-13 07:16 AM
Thanks for submitting a ticket for Billing, StuartPelling. Please look for my response to the ticket in your email, and we can continue to work together from there.
2023-01-13 09:53 AM
Hi there, thank you for the response, however, the questions you asked me, namely billing information would have been easily answered if you had opened the attached invoice that your system sent me stating it had been paid. Therefore, I have just copied and pasted the contents of the invoice and a screenshot of my PayPal account showing payment made.
Hopefully that should be enough to get my account set to Pro - whilst you are doing that, can you extend the plan by 1 month as that's how much time I have not received with it still being Basic.
Thank you.
2023-01-25 03:13 PM
I have the same issue. I have receipt of payment and everything, yet I'm still on basic plan.
2023-01-25 03:16 PM
Did you try the steps I recommended below?
2023-10-17 03:23 PM
I am in the same situation. I have 20 paid licenses and they put us back to Basic. I have sent all of the receipts and no change.
2023-05-27 06:46 AM
2023-05-27 06:46 AM
Hello
2023-01-12 06:07 PM - edited 2023-01-12 06:14 PM
Welcome to the Zoom Community, @StuartPelling.
I sounds like you've recently upgraded your personal account from Basic (free) to Pro (Licensed). If so, your situation happens a lot: you need to assign the License you purchased 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:
The license is now applied to your user account and you can use it immediately.
2023-01-25 04:15 PM
Yes, unfortunately there are no accounts showing
2023-03-14 03:02 PM
did you solve the problem... same is happening here and idk how or what to do.
2023-03-17 07:28 PM
2023-03-21 09:46 AM
If you have not already done so, I recommend that you submit a request to Zoom Billing for assistance. They will need to access your account to determine the issue.
2023-10-17 03:24 PM
I have tried that. They close the ticket and we still only have Basic accounts, after paying almost $2000 for 20 licenses.
2023-10-18 06:26 AM
@AdultEducation What was your ticket number?
2023-10-18 07:47 AM
My current ticket is #18288920. I have sent in all of the documentation, including the Zoom invoice showing the ACH payment and zero balance. We still have Basic accounts and no ability to hold classes.
2023-11-12 04:30 AM
Same problem here ticket nr BIL0047218) , still have a Basic account and no acces. received an order confirmation. I have sent several e-mails and provided all the needed info to deal with my request.
2023-03-21 10:01 AM
Hey, the only way I could sort my account was by creating a change back through the appstore, and buy a new subscription.
2023-10-18 06:30 AM
@Thewhanauprojec Yes. If you purchase through Google Play or Apple, Zoom doesn't have access to a billing account and cannot assist. It's always recommended that you keep Zoom updated. Some issues can be resolved by uninstalling and reinstalling the app entirely.
2023-11-29 03:54 PM
@Thewhanauprojec Yes. If you purchase through Google Play or Apple, Zoom doesn't have access to a billing account and cannot assist. It's always recommended that you keep Zoom updated. Some issues can be resolved by uninstalling and reinstalling the app entirely.
View solution in original post
Add tags
2023-05-27 06:47 AM
2023-11-29 03:55 PM
Welcome to the Zoom Community, @StuartPelling.
I sounds like you've recently upgraded your personal account from Basic (free) to Pro (Licensed). If so, your situation happens a lot: you need to assign the License you purchased 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:
Sign in to the Zoom web portal at https://zoom.us.
Click User Management, then Users.
Locate or search for the user who you want to assign a license. There will likely only be your single account – click your account
Click Edit at the end of the user row. This will open a window.
Choose the User Type to assign, selecting Licensed.
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.
(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.
Click Save.
The license is now applied to your user account and you can use it immediately.
Ray - GoodClix.com / aka "Old Desert Lizard"
Please mark this post Accepted if it helped you !
Add tags
2023-11-29 04:05 PM
Paid for Zoom One Pro back in December but my account (only 1 email address used) still shows Basic.
Suport form is useless, cannot press "Next" after filling in all boxes.
Email billing - that fails with a zoom returned email stating to use KB, KB and chat bot are useless.
Someone from Zoom needs to reply to this and assist, or quite simply I will do a chargeback as I expect a modicum of service, granted do not need telephone support, but the minimum is a working and proper email address for support when your own product fails to work as it should when money is paid.
New license not assignedOne Pro subscicption paid
Add tags
2023-12-27 01:15 PM