Reducing Number of Licenses

[Chigrinov]

I have been trying to reduce the number of licenses on my account for over three months, but the process has been extremely frustrating. It takes weeks for customer support to respond to my requests, and I still haven’t received the information I need. Today, I spent over an hour on the phone with customer support, only to be transferred from one department to another, and ultimately told that they couldn’t assist me and someone would contact me via email instead.

I have multiple open tickets on this issue and cannot understand why such a straightforward request doesn’t have a simple and efficient process for customers to follow. This seems like a common inquiry that Zoom should be equipped to handle promptly.

[ZoomMate]

here are two ways to manage your Zoom plan:

1. Self-Service: Check and edit your plan yourself through the Zoom Web Portal:
- (link unavailable)
- Account Management > Top navigation menu
- Billing/Licenses > Account Management
- Licenses > Billing/Licenses
2. Contact Support: Reach out to Zoom Customer Support and request to speak with your dedicated Account Manager:
- Share your registered email address and account number
- Ask the Account Manager to assist with plan changes or questions

[Chigrinov]

Hi,

Thank you for your suggestions, but I’ve already attempted both options without success. The Admin Panel does not allow me to decrease the number of licenses. It only provides the option to add more. I’ve been in contact with support for over three months, with multiple open tickets, and no one has been able to resolve this issue.

After repeated requests, an Account Manager finally reached out, but the process remains frustratingly slow. The only recommendation provided was to use the Self-Service option, which I’ve explicitly communicated to Zoom on multiple occasions that I am unable to do. It’s clear the Account Manager didn’t review my previous tickets before responding.

This has been one of the most disappointing customer service experiences I’ve encountered. I’m still waiting for a resolution, and I hope this issue is escalated and addressed properly soon.

[ZoomMate]

Hi There,

I believe you get the chance to get the email address of your account manager. Better is document this in trail email so that you can escalate the timeline of this issue. And make sure always CC to support email address of Zoom.