Urgent - can't cancel webinar add-on subscription

[Postmaster]

We have a running contract with Zoom for meeting and webinar licenses.

I am posting here because my ticket has not been even responded to by Zoom support which is unexpected and disappointing.

As part of the package we have got 2 webinar licenses (500 users). Recently we had an urgent requirement of 1000 users licenses so we upgraded them to 1000 using our credit card. Now we want to downgrade them to the OG 500 users but I can't do it from my admin account (billing section).  It displays a message "You are not able to make this change to your account mid-contract. To contact our team, please use this form."

I have filled the form but no-one has responded, I logged a case using support option but it is also open and no response.

This is an urgent need as the card will be charged for 1000 users webinar on 1st June if it is not cancelled/downgraded to OG 500 users. Can someone help please?

[RN]

Hi @Postmaster welcome to the community!  I see you've opened a ticket with our customer service team! Recommend that you continue to seek assistance from our internal teams in order to best resolve your issue, as they can dig deeper into your account and resolve this for you. Thanks! 

[kge]

Were you able to get this resolved?  I am having a similar issue and Zoom is NOT allowing me to cancel.  They are keeping me in contract and refusing to make adjustments.  Since when are you not allowed to adjust your subscription??

[Postmaster]

Not at all. Despite logging a case and requesting the support person multiple times, nothing has happened. Finally, the renewal date passed by so the credit card was charged for a plan which I do not want. I again messaged the support team and my account manager but there is a radio silence since then.

This is a ridiculous situation, mind you I am not asking them to cancel the subscription but only to downgrade it to the original plan. It is shocking that Zoom has such draconian and anti-consumer rules.

Hope you get a better outcome.

[MarkCBT]

I too have been completely unsuccessful at cancelling a webinar 500 add-on to our contract and ZOOM has billed our credit card for renewal in spite of me submitting many tickets.  I started LAST year and they then told me I was too late and had to wait until the end of the contract.  I started about a month prior to the contract end and have been placed in continual 'escalation' of my ticket.  Meanwhile we have again been charged on our credit card.  I sent in one last plea to reverse the charge and cancel the add-on.  If I receive no reply again (other than another 'escalation') I am just going to go to the credit card company and dispute the charge and see how that works out.

[ktyh]

I'm sharing my experience here after 5 months of ongoing frustration with a billing issue that still hasn’t been resolved.

In December 2024, we submitted a formal cancellation request for our Zoom Webinar license — well before the renewal date. Despite that, Zoom continued to bill us monthly all the way through April 2025, eventually charging over S$2,700 (USD ~$2,000) for a service we clearly indicated we no longer wanted.

What’s worse:

• We were never informed that signing a quote was required to complete the cancellation.

• This process was never necessary in our past cancellations, so it was never on our radar.

• Zoom support failed to follow up effectively, eventually closing tickets without resolving anything.

• We were even billed for Zoom Whiteboard, which we never subscribed to or authorised.

Only in May 2025, after chasing for months, did someone from Zoom finally explain the quote requirement — by which point we had already been charged hundreds of dollars for a service we weren’t using.

The lack of transparency, inconsistent procedures, and passive ticket handling have created unnecessary financial loss for our organisation. I’ve now asked for a goodwill refund or credit for the months Zoom continued charging us, but have not received a resolution because they said it was my fault for not signing a contract agreeing that i wanted to continue the contract (and essentially NOT REFUNDING ME for the past months of unapproved continuation of my subscription which i clearly asked to cancel)

EXTREMELY disappointed with zoom. completely speechless - talked to an agent on chat and she just closed our convo mid way saying sorry that's out of my scope. wth?!