Paid to prolong Zoom One Pro Annual, but my version was changed to basic after that

[Nikolay88]

Hello! I have been using Pro Version for one year.  On December, 14 I paid to prolong this version for 12 months. I received the invoice, that proved that this payment was successful. However, on December, 16 I was suddenly switched to basic version. When I try change it back to Pro it is suggested that I should pay. I was not able to find the solution with the chat bot, and tech support is not available. I'd be glad to know whether anything can be done about that.

[Ray_Harwood]

It’s possible that your Pro License lapsed for a couple of days, which made your account Basic. When you renewed your Pro License, you need to reassign it 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.

[Nikolay88]

Dear Ray Harwood, thank you for the answer! Unfortunately, when I edit my User it is not possible to change user type to Licensed. A red crossed out circle is displayed when I try to press Licensed.

[Ray_Harwood · Accepted solution]

Thanks, @Nikolay88.

When I select a Basic user on my account, The display looks like this:

Because yours looks different, I think you should send this information to the Zoom Billing Team for guidance. Because this is a public forum, we do not handle billing related questions here. Please submit a support ticket to our Billing team here and they should be able to assist you.

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

You might include the URL of this post as additional information.

Sorry I couldn’t be more help. Please let me know what the issue is, so I can help others who might have the same issue.