Paid for Pro, account still showing Basic

[StuartPelling]

Paid for Zoom One Pro back in December but my account (only 1 email address used) still shows Basic.

Suport form is useless, cannot press "Next" after filling in all boxes.

Email billing - that fails with a zoom returned email stating to use KB, KB and chat bot are useless.

Someone from Zoom needs to reply to this and assist, or quite simply I will do a chargeback as I expect a modicum of service, granted do not need telephone support, but the minimum is a working and proper email address for support when your own product fails to work as it should when money is paid.

[S_K]

Hi StuartPelling,

Thank you for reaching out to Zoom Community!

I recommend contacting our Billing support team here for assistance with this as they will need to access your account to investigate.

[S_K · Accepted solution]

Thanks for submitting a ticket for Billing, StuartPelling. Please look for my response to the ticket in your email, and we can continue to work together from there.

[StuartPelling]

Hi there, thank you for the response, however, the questions you asked me, namely billing information would have been easily answered if you had opened the attached invoice that your system sent me stating it had been paid.  Therefore, I have just copied and pasted the contents of the invoice and a screenshot of my PayPal account showing payment made.

Hopefully that should be enough to get my account set to Pro - whilst you are doing that, can you extend the plan by 1 month as that's how much time I have not received with it still being Basic.

Thank you.

[Tipene]

I have the same issue. I have receipt of payment and everything, yet I'm still on basic plan.

[Ray_Harwood]

Did you try the steps I recommended below?

[Ray_Harwood]

Welcome to the Zoom Community, @StuartPelling.

I sounds like you've recently upgraded your personal account from Basic (free) to Pro (Licensed).  If so, your situation happens a lot: you need to assign the License you purchased to your User Account.

See this web page for assistance:

https://support.zoom.us/hc/en-us/articles/115004976063-Assigning-a-License

Follow these steps taken from the article:

1. Sign in to the Zoom web portal at https://zoom.us.
2. Click User Management, then Users.
3. Locate or search for the user who you want to assign a license. There will likely only be your single account – click your account
4. Click Edit at the end of the user row. This will open a window.
5. Choose the User Type to assign, selecting Licensed.
6. After choosing the User Type, use the drop down to select the license. There should be an indication that you have 1 available user license if you have indeed purchased one or more new licenses. Click the available license.
7. (Optional) Assign add-ons can be included by checking the boxes for the add-on. You will not likely have any add-ons, so you might skip this step.
8. Click Save.

The license is now applied to your user account and you can use it immediately.

[Tipene]

Yes, unfortunately there are no accounts showing

[apales]

did you solve the problem... same is happening here and idk how or what to do.

[VeronicaEmily23]

I tried doing this but when I tried to change the user type to "Licensed" only "basic" appeared as an option.  I recently paid on march 13th and it was charged to my debit card, so for sure the payment must have processed.  

[S_K]

Hi @VeronicaEmily23 

If you have not already done so, I recommend that you submit a request to Zoom Billing for assistance. They will need to access your account to determine the issue.

[Thewhanauprojec]

Hey, the only way I could sort my account was by creating a change back through the appstore, and buy a new subscription.