Pro account downgraded to basic

[aurorackearney]

Hello,

I paid for a "pro" account on August 18 (have the credit card statement), and have been holding several hour long meetings over the past 3 weeks. Yesterday during a meeting my call got cut off after 40 minutes, I checked my Zoom account and it says the plan is basic, and has no history of invoice/payment. 

I've tried contacting Zoom, but when asked for my meeting ID, the machine on the phone tells me my basic account is not supported. This is pretty urgent as I use Zoom almost daily and have hour long meetings or longer. 

I attached a screenshot of my CC statement (erased my name for safety) and a meeting that shows I was connected for 50+ min recently.

[S_K]

Hi @aurorackearney 

I see that you reached out to our Billing team. There is currently a Billing Specialist working on your ticket, and you should receive a response shortly. It looks like you are logging into the wrong account.

[fsnicolas]

Hi. I am also trying to downgrade my account. I have tried to do this through the Plans and Pricing tab. Clicking the downgrade button on the basic plan leads me to the Plan Management page. Once I click "manage" and try to edit my plan, I am given options for upgrading and no option to select a basic account. Please help.

I am downgrading since my company already subscribed to a business account and has given me a company account to use.