Updating account after admin passed away; no login info

Forum|Forum|5 months ago
August 14, 2025
2 replies
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I'm working with a group who recently lost the person who set up their zoom account. Sadly, the death was unexpected, and we're struggling to access the account. While we work through the usual options, which all seem to require access to his email account, I'm wondering - if password recovery efforts are not successful, how do we cancel the account?

I'm aware that there will be a forced autopay coming up next year that would be a terrible insult to our grief, if this is not properly handled before then.

The account was set up in April, and has never been used. We do have billing info and someone who has fiscal authorities, which is how we discovered that there was an account - we noticed it on the bank statement.

Account Access

Best answer by S_K

Hi @RespectingVoice

I'm sorry to hear this. It's difficult to navigate such circumstances. The Zoom Billing Support team is dedicated to ensuring a seamless experience for all users, and they will be happy to guide you through any billing-related matters or account-specific queries you may have.

Contact Billing

If you don't have an account, please click Troubleshoot login issues, and our chat bot will guide you further.

Ray_Harwood

Community Super Champion | Customer

Welcome to the Zoom Community, @RespectingVoice.

Sorry to hear of your group’s circumstances. Normally contacting Billing Support by another admin on the account would be the preferred way to go, but seems like this is probably a single user account. I’ve reached out to one of my contacts in the Billing Department to find out the best way for you to proceed. As soon as I hear something, I’ll let you know – or they might answer directly here.

Ray_Harwood

Community Super Champion | Customer

@RespectingVoice, assuming that you or anyone else at the organization has a Zoom account, even if unrelated, please log into Zoom and submit a Support Ticket to the Billing Team here:

https://support.zoom.com/hc/en/new-request?id=new_request
Please include as much information as possible in your ticket, which will facilitate a timely response.

S_KAnswer

Community Champion | Employee

Hi @RespectingVoice

I'm sorry to hear this. It's difficult to navigate such circumstances. The Zoom Billing Support team is dedicated to ensuring a seamless experience for all users, and they will be happy to guide you through any billing-related matters or account-specific queries you may have.