Paying for pro but account says basic

[Carla10]

Hi there

Can anyone help me get in touch with someone who can link my zoom account to pro again. I've been paying and using zoom pro for years and all of a sudden it switched me back to the basic plan even though my zoom pro is still being processed and paid each month. 

I can't seem to get hold of anyone who can help me sort this out.

Thank you!

Carla

[Mandel · Accepted solution]

Hi @Carla10 ,

Welcome to the Zoom Community! 

If you have a Pro account (paid), but your account is showing as Basic (free) or your meetings get cut off at 40 minutes, you may not have a license assigned to you or you may be signed in to the wrong account.

You can check out this article on troubleshooting paid accounts still showing as basic. 

Let us know if this helps or if you need further assistance. 

Cheers,
Zoom Community Team

[MarieC]

Same issue! And surprise absolutely no one to speak to. So frustrating. All I can say is that we have the same issue. Also using zoom for years and now they’re telling me I’m on a free plan but still taking my money! They must have changed their system but you can’t speak to anyone!! I’ll report back if I find anything out 

[Mandel]

Hi @MarieC ,

Welcome to the Zoom Community!

Upon review, it seems that you currently have two Zoom accounts: One free and one paid. Please make sure to use the correct email address to log into your account. To help I just resent the last invoice to your (paid) email address. This is the email address you should use to access your paid features.

If you need further assistance, please reach out to Billing by chat or ticket.

Cheers,

Zoom Community Team

[Adam92]

Hi, I'm having the same problem; I woke up this morning to find all my recordings deleted, despite being on a Workplace Pro membership. When I try to get the 24/7 help I'm entitled to as a paying customer, it says I'm on a basic plan, which I'm not. My subscription is valid until May 2026. As a paying customer, the customer support is horrendous -- even the bot doesn't reply to me!  I have the license as I'm a paid customer, but when I try to edit the license in the User section it doesn't work and says that I have no licenses available. After I send a ticket for support it says "Sorry, either the data doesn't exist or you don't have access"! Help please!