Newcomer

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Payment not Going Through

Forum|Forum|4 years ago
July 31, 2021
14 replies
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Greetings.

I'm new to Zoom, switching from other platforms because so many users are most familiar and comfortable with Zoom.

I signed up for a new account, which worked as expected, and then attempted to upgrade to a "Pro" account, which I need to make the service useful to me. However the payment process hangs when I submit my credit/debit card information, stuck on "Please Wait" forever.

I've checked with my bank. They see the authorization inquiry and confirm that the transaction is authorized, but the Zoom app never completes it.

I've used multiple browsers and made sure that no blockers or add-ons that could interfere are active.

None of the online help options are meaningfully related, the chatbot is totally useless and Zoom apparently won't provide other help options except to paid accounts. And I can't have a paid account if Zoom won't take my money.

Any guidance or suggestions will be appreciated.

Thanks.

[Edited to correct typo.]

Best answer by CarlaA

Hi @RedDouglas, welcome to the Zoom Community!

We are happy to see that one of our support agents was able to help you resolve this issue.

Thank you for bringing this to our attention and we cant wait to see how else you contribute to the Zoom Community.

If you need further assistance, please let us know!

CarlaAAnswer

Community Manager

Hi @RedDouglas, welcome to the Zoom Community!

We are happy to see that one of our support agents was able to help you resolve this issue.

Thank you for bringing this to our attention and we cant wait to see how else you contribute to the Zoom Community.

If you need further assistance, please let us know!

C

craigwiliams

Newcomer

Hi Carla, i have the same problem as RedDouglas but am unable to read the answer. Could you please post the solution. Thanks

R

RedDouglasAuthor

Newcomer

Yes, thanks, Carla. Maria took care of processing payment and all is now well!

C

craigwiliams

Newcomer

Hi RedDouglas, i have the same issue but am unable to view the answer that was posted. What is the solution? Thanks

K

kelglenn

Newcomer

I am having the same problem. Please can someone help me as I fear my card will be charged twice as I have tried now twice to upgrade

C

craigwiliams

Newcomer

Hi kelglenn, i tried 3 times and had same concern, zoom admin convinced me to try again using a different web browser so i tried with Mac tablet using Safari and this time it worked. The 3 previous attempts show 'pending' on my card transactions though zoom assures me that my account would not be debited if i had not received a confirmation email from them. Hope this helps. Thanks

R

RedDouglasAuthor

Newcomer

Hi, folks. It certainly seems that Zoom would want to fix a problem that causes people to have difficulty paying the company. That said, it's not all that unusual to have problems between a user's browser, a website, and a payment processor that's actually on a different system.

Reminder: At least in my case, speaking with the billing people on the phone resulted in the issue being cleared up immediately.

A

amberlegato

Newcomer

Thank you for THIS answer 🙂

B

billposer

Newcomer

I am having the same problem. I have tried on several different days, using both Mozilla Firefox and Google Chrome. The chatbot is indeed useless. I have also tried the contact form, thus far without a response. Doesn't Zoom want my money?

V

vascodagama49

Newcomer

My problem seems never-ending.Paypal wants Identity confirmation using ID & residence proof - all done but still funds not transferred from my bank.What kind of circus is this? Why can Zoom give me an invoice which I can present at my bank for a direct wire transfer to Zoom Video Inc or its. bank?