Payment not Going Through

[RedDouglas]

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.]

[CarlaA · Accepted solution]

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! 

[craigwiliams]

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

[coco_nippon]

Hello, I’m also having this problem, could you please help me? I’m looking forward to hearing from you soon.

coco

[RStars16]

i need to pay my subsription bill

[Natalia74]

Hello! 

I was trying to pay for my zoom annual subscription, but the payment doesn’t go through, can you help me solve the problem, please?

[vascodagama49]

The perennial issue with Zoom.

[udhamapati123]

I am having same issue, hope to get help to resolve

[BBCMEDIA]

Please my own is slightly different, I'm trying to subscribe to the pro package but it's not accepting my Mastercard. Basically, it's not accepting any card at all. Please help me rectify the issue

[Kishanbana]

। मैने zoom  payment kr diya but pro nhi huaa

[Kishanbana]

Zoom pr payment 13 sept ko kr 8.28pm but zoom pro nhi huaa

[RedDouglas]

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

[craigwiliams]

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

[kelglenn]

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

[craigwiliams]

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

[RedDouglas]

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.

[amberlegato]

Thank you for THIS answer 🙂

[lastreaction122]

---

@RedDouglas wrote:

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.

---

I gave it three tries but had the same finance issue. Zoom admin suggested using a different web browser, so I used Safari on my Mac tablet and it finally worked. Even though my card transactions show 'pending,' Zoom assured me they won't charge my account without a confirmation email. Hope this info helps. Thanks!

[billposer]

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?

[vascodagama49]

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?

[Manokaran]

Hello, even I am not able to make the payment. Tried through debit card and credit card.
Kindly help!

[qraftacademy]

i have the same problem

[Kishanbana]

जी मेने 13 sepptmber को 8.28 pm 239 ka payment kr diya but zoom mera activ nhi हुआ 

[banya]

I am having same problem.

[Resti_]

i have the same problems also. I have tried with all my cards. but it didn't work. Has anyone here found a solution?

[Taigariffic]

Not only did it freeze up on both browsers, on phone AND iPad, but I can see others CLEARLY have this problem but zoom AI I guess wants us to mess with them EACH individually (huge time waster-but it’s AI, & they’re not paying a human, so they don’t care) whenever they could merely POST THE ANSWER instead of this doom circle. SO FRUSTRATING, while I’m the host & group was timed out last week bc I was unaware basic only gave 40 minutes, ONLY to have to look incompetent AGAIN, as if I don’t KNOW HOW to upgrade to pro, when all they had to do was FIX IT, or POST the fix. Uugh. Bruh!!

[MGSR]

Hello Community Members, 

Welcome to the Zoom Community! We're glad to have you here. 

I'm sorry for the late response and inconvenience you experienced.

If you are unable to process the payment, please try the following troubleshooting steps: 

1. Use a different browser.
2. Delete browser cache and cookies.
3. Deactivate any Ad-blocking software or extensions.
4. Use an Incognito window.

If you continue to experience this issue after attempting these troubleshooting steps, please subit a ticket to our our billing team.