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Paid to prolong Zoom One Pro Annual, but my version was changed to basic after that

Nikolay88
Listener

Hello! I have been using Pro Version for one year.  On December, 14 I paid to prolong this version for 12 months. I received the invoice, that proved that this payment was successful. However, on December, 16 I was suddenly switched to basic version. When I try change it back to Pro it is suggested that I should pay. I was not able to find the solution with the chat bot, and tech support is not available. I'd be glad to know whether anything can be done about that.

1 ACCEPTED SOLUTION

Ray_Harwood
Community Champion | Customer
Community Champion | Customer

Thanks, @Nikolay88.

 

When I select a Basic user on my account, The display looks like this:

Ray_Harwood_0-1671372098749.jpeg

 

Because yours looks different, I think you should send this information to the Zoom Billing Team for guidance. Because this is a public forum, we do not handle billing related questions here. Please submit a support ticket to our Billing team here and they should be able to assist you.

https://support.zoom.us/hc/en-us/requests/new?ticket_form_id=360000983032

 

You might include the URL of this post as additional information.

 

Sorry I couldn’t be more help. Please let me know what the issue is, so I can help others who might have the same issue. 


Ray - Need cost-effective Zoom Events Help? Visit Z-SPAN.com.
Please click Accept As Solution if this helped you !

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3 REPLIES 3

Ray_Harwood
Community Champion | Customer
Community Champion | Customer

It’s possible that your Pro License lapsed for a couple of days, which made your account Basic. When you renewed your Pro License, you need to reassign it 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.


Ray - Need cost-effective Zoom Events Help? Visit Z-SPAN.com.
Please click Accept As Solution if this helped you !

Dear Ray Harwood, thank you for the answer! Unfortunately, when I edit my User it is not possible to change user type to Licensed. A red crossed out circle is displayed when I try to press Licensed.

Ray_Harwood
Community Champion | Customer
Community Champion | Customer

Thanks, @Nikolay88.

 

When I select a Basic user on my account, The display looks like this:

Ray_Harwood_0-1671372098749.jpeg

 

Because yours looks different, I think you should send this information to the Zoom Billing Team for guidance. Because this is a public forum, we do not handle billing related questions here. Please submit a support ticket to our Billing team here and they should be able to assist you.

https://support.zoom.us/hc/en-us/requests/new?ticket_form_id=360000983032

 

You might include the URL of this post as additional information.

 

Sorry I couldn’t be more help. Please let me know what the issue is, so I can help others who might have the same issue. 


Ray - Need cost-effective Zoom Events Help? Visit Z-SPAN.com.
Please click Accept As Solution if this helped you !