Paid for Pro, account still showing Basic

[StuartPelling]

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.

[S_K · Accepted solution]

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.

[S_K]

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.

[S_K · Accepted solution]

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.

[StuartPelling]

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.

[Tipene]

I have the same issue. I have receipt of payment and everything, yet I'm still on basic plan.

[Ray_Harwood]

Did you try the steps I recommended below?

[AdultEducation]

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.

[Sarawut1234_23]

 

[Sarawut1234_23]

Hello 

[Ray_Harwood]

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:

1. Sign in to the Zoom web portal at https://zoom.us.
2. Click User Management, then Users.
3. Locate or search for the user who you want to assign a license. There will likely only be your single account – click your account
4. Click Edit at the end of the user row. This will open a window.
5. Choose the User Type to assign, selecting Licensed.
6. 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.
7. (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.
8. Click Save.

The license is now applied to your user account and you can use it immediately.

[Tipene]

Yes, unfortunately there are no accounts showing

[apales]

did you solve the problem... same is happening here and idk how or what to do.

[VeronicaEmily23]

I tried doing this but when I tried to change the user type to "Licensed" only "basic" appeared as an option.  I recently paid on march 13th and it was charged to my debit card, so for sure the payment must have processed.  

[S_K]

Hi @VeronicaEmily23 

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.

[AdultEducation]

I have tried that. They close the ticket and we still only have Basic accounts, after paying almost $2000 for 20 licenses.

[S_K]

@AdultEducation What was your ticket number?

[AdultEducation]

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. 

[ellebel]

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. 

[lanskie]

and what is the result? 

[Thewhanauprojec]

Hey, the only way I could sort my account was by creating a change back through the appstore, and buy a new subscription.

[S_K · Accepted solution]

@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. 

[Thuong1]

@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. 

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[Sarawut1234_23]

• Hello 

[Thuong1]

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 !

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[Artsalive]

I am a pro licensed user with 2 licenses.  Yesterday I accidentally switched owner status to basic and can not put it back to licensed anymore while I still have two licenses available.  How can I get back to licensed user?

[Thuong1]

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

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[S_K]

@Thuong1 

If this has not yet been resolved, please submit a request to Zoom Billing here. Tell them you can't access your account. Technically, you can't access the paid features on your account. Someone will have to access your account to determine the issue.

[Barb-Cardell]

Thanks for asking this question last year.  I just realized that this is still going on and I am so danged frustrated I want to scream.  I have had a pro account for at least 3 years but now it shows pro in some places and basic in others.  I tried all the suggestions here to no avail.  I also spent a frustrating hour with the chatbot and that was a waste of time.  Submitted a request for help via the portal listed below but as I am seen as only a basic customer I can't send in tickets.  @Anonymous   folks - I have been loyal for years but ready to move over to teams or ANYTHING else.  What is help so difficult?  

[AdultEducation]

Hi Barb,

Zoom is a great product, but the business office is a terrible mess. We straightened our account out. Now it is time to renew. Reached out to Zoom in June to prepare for October renewal. Was told they aren't handing their own accounting any more and we needed to find an outside vendor to handle our account renewal. They were not able to give me a list of vendors. I was told to check with tech vendors.

We are moving to Google Meets in October. 

I hope things improve for you. I will miss using Zoom, but not all the hours wasting with the accounting stress and mess.