Zoom non profit

[SDHRS]

Is anyone having challenges with Zoom's new process for non-profit with Good Stack?  We got approved but have been given the run-around by GoodStack and Zoom.  No access code was given to me and then when I click the links that GoodStack has given me, I get error messages and then Goodstack tells me to go to Zoom and Zoom tells me to go back to Goodstack.  It's been a month, and I can't get a response from either company.

[NYLandmarks]

Yes, the same thing happened to us. This is a frustrating experience. We were told to cancel our account to get the discount and then reinstate our account. We received no code, and no coupon, and now we have no more pro licenses. It seems like a sales runaround tactic. Horrible experience. 

[JMO1]

I've also been getting the runaround for months now, without a resolution. We were told we needed to cancel our account and all of our data would be deleted - users, recording, settings, transcripts, future meetings, etc. But I can't get a clear answer on if these will be deleted permanently or just downgraded until we resubscribe. What did you end up doing? 

Apparently we are locked into the direct sales quote and that is why we we need to cancel the entire account before applying the discount.

[chewiehuey]

Same here. Since our existing plan was about to expire, I was told I needed to cancel my existing account which had a contract tied to it and create a separate account. I've done so, and I clicked on the  links in my Goodstack email, and nothing. I was told I wouldn't lose my existing data in my current account for 30 days, but my service would be disrupted in a few days when it expires. 

[Mandel · Accepted solution]

Hi everyone,

I am sorry to hear that you're having issues with the Goodstack coupon codes. Please note that the coupon itself is provided by Goodstack. If you're still waiting to receive the code, please contact Goodstack for support.

If you experience any issues where your existinf coupon code cannot be applied, submit a request to Zoom Support outlining the error message you received and your Goodstack verification.

Thanks,

Zoom Community Team

[Maggha12]

Zoom reunião com obrigado 

[VAC66]

I ran into this same issue today, except I got the prompt "You are not eligible for this coupon" message.  There was no mention anywhere that you had to have an active account with Goodstack. I created our account immediately, and it's currently in "not verified" status. I sure hope that this solves the issue, but I am not too confident based on this thread. I did submit a help request with Goodstack. 

[Mandel]

Hi @VAC66 ,

Please note that an active account with Goodstack is not required. However, I have reviewed your account and can see that two of your products are billed monthly, of which one is a promotional offer. Please note that the coupon is only applicable to annual products (not monthly) and not combinable with existing discounts.

If you'd like help removing the existing promotion and/or switch all products to annual, please submit a request to Zoom Billing for assistance. Once done, you should be able to apply your Goodstack coupon.

Thanks,
Zoom Community Team

[VAC66]

Mandel, 

Thank you for your assistance. I will be reaching out to get this fixed. I truly appreciate your help. 

[KFong1]

We've been dealing with the same issues. We are just trying to decrease our license count ahead of our renewal, but when we do we are not given the non-profit discount.  I have completed their steps for getting approved by GoodStack, but Zoom is still not applying a discount to our account. This is extremely frustrating, and Zoom support is giving very inconsistent and unclear directions.  It sounds like they want me to completely close down our existing account, and re-open a new one with the discount applied. It looks like it will work, but no doubt this will cause a disruption for our staff.

[VAC66]

KFong1,

I had to cancel any monthly subscriptions prior to applying the discount. The 50% off discount only works on annual payment plans. We had 2 monthly Add-on subscriptions. The day of the start of the new month, Sunday in my case, I had to apply the discount and then complete the annual Add-on. A credit was applied for the remaining months of my Annual Base Plan. A new 12-month subscription was created for our base plan and the credit was applied to the new 12-month subscription. I added the  annual Large Meeting Add-on and had to pay the full $600. I think I could have applied for a second discount before I added it, but I didn't know what would happen. I had to pay about $150 out of pocket since I still had credit leftover, which was still less than my monthly regular cost. I applied and received a second discount that I believe I can apply on the first day of the new month. In the end I will have had to pay the additional $300, for the Large meeting plan, but will end up with a $275 credit  on my account for next year. I determined I will need to reduce my licenses at the beginning of the new annual subscription next year. Luckily, I only have 2 extra licenses. It was a major pain, but in the long run, I am saving a significant amount. My 2nd add-on was Webinar - 1,000 participants, and when I followed up with the team that uses it, they decided to do the one month plan as needed since they only used it 1-2 times a year. I don't think the team realized how expensive that subscription was. 

I hope this helps. V

[Hear2Care]

We also got into the same problem - was told that we were assigned as a "health clinic" and thus ineligible.  As an immigrant audio support nonprofit, we have no idea how GoodStack assigned us to this category.  A search on the forum found another nonprofit had this happen to them in early June.   

[Mandel]

Hi @Hear2Care ,

I am sorry to hear that your Goodstack application got rejected. If you would like to request a review of the rejected application, please refer to the below articles for instructions: 

• My application has been rejected
• How do I request my rejected application to be reviewed?

For a general FAQ about applying for a non-profit discount, please refer to this page.

I hope this helps.

Zoom Community Team

[Kurnia]

I’ve opened a ticket regarding the same issue, but it’s still not resolved. So I completely understand and share the same frustration.

Here’s my case:

We previously used the TechSoup discount for our Zoom account — Alhamdulillah, it worked well this year. Then Zoom discontinued the discount program with TechSoup and switched to Goodstack.

Long story short, we forgot to renew our Zoom subscription, and an invoice for the next year was automatically generated without the discount applied.

About a week later, I tried to apply for the Goodstack discount and got approved. However, when I tried to apply it to this account, I got the same error as you: “Sorry, you are not eligible to use this discount.”

Feeling sad and frustrated, I opened a ticket and received some assistance. But I wasn’t entirely clear on one thing — whether the credit would be added after the current bill was paid. The Zoom team told me the problem wasn’t related to my previous TechSoup discount, but rather because I had an unpaid invoice.

Tonight, I paid the invoice and tried again to apply the Goodstack discount using the link provided by the Goodstack team. And… ta-da — the exact same error appeared again.

Now I’m stuck and don’t know what to do next. It’s unclear whether this issue is on Goodstack’s side or Zoom’s side.

For your information, with Goodstack we’re not given a coupon code like in the TechSoup program. Instead, after applying through Zoom and getting validated by Goodstack, they provide a link to choose whether we want to use the discount on a free account or a paid account.

[keab]

The first approval email is just a link; however, they send a reminder email with the actual code, which doesn't work anyway, as they block the field to enter the code and won't apply it on their end.

[Mandel]

Hi @Kurnia ,

I am sorry to hear about your difficulties with Goodstack. Please note that a member of our Support Team has just reached out to you through the ticket. Hopefully this will resolve the issue - if not, please reply to the ticket so we can investigate further.

Thanks,

Zoom Community Team

[Kurnia]

Hi Mandel,

Thx for your support. Finally my problem is solved. The coupon is appear after some amended by zoom team.

and I've some follow up question though the ticket to make clear about what should we do next year

Thanks,

Kurnia - HSI Akademi Official Team

[RHS]

Hi Mandel,

Our High School P&C started applying for the not for profit discount in May this year. We were sent to TechSoup, then back to Zoom, then Goodstack, who finally approved us then said they didn’t support Zoom products. Now we are back to Zoom, which has approved us, but now we are having trouble at what seems like the last hurdle, payment. We can’t get the Zoom payment link to work. It won’t accept our ABN (we are an Australian charity), and it won’t provide details for us to make a bank transfer as promised by our Zoom support person. He said it would be fixed but three weeks later, we’ve heard no update. Tonight we had a monthly meeting online and had to finish it at 40 minutes. This is really bad service by Zoom.

[VAC66]

RHS:

A little tip on the 40 minute limit. Once the 40 minutes expires, you can go back and use the same Zoom link to start and join the meeting again. I had to do this for condo board meetings because our property management company couldn't get their act together to setup the Zoom meetings correctly using their paid subscription. 

[Mandel]

Hello @RHS ,

Upon reviewing your account, I can see that the issue with your ABN was solved and that you were able to successfully purchase a subscription. Please note that (as per our FAQs) the following Zoom products and add-ons are available with the nonprofit discount for an annual subscription:

• Zoom Workplace Pro
• Zoom Workplace Business
• Large Meeting add-on, up to 1,000 participants
• Zoom Webinar, up to 5,000 attendees

Since you chose a monthly Phone plan, the Goodstack discount does unfortunately not apply.

I hope this was helpful. Let me know if there are further questions.

Cheers,
Zoom Community Team

[RHS]

It’s really bad service. We have been trying to get a discounted rate which we are entitled to, for 4 months now. Nightmare.

[harrykane51]

You're not alone we’ve been running into similar issues with the process. It feels like we're stuck in a loop between Zoom and GoodStack with no clear support. Really hoping they streamline this soon.

[Mandel]

Hi @harrykane51 ,

It sounds like you are already in contact with our Support team. If you need additional assistance, please share the ticket number with me and I will be happy to escalate the request if needed.

Cheers,

Zoom Community Team

[Kurnia]

Hi harry kane,

Just to make sure, do you got approved on goodstack. I think first of all you must got approved on goodtack.
after the problem is on zoom side. In my case, i got support after opening ticket. Alhamdulillah