Misleading AI Studio Access and Lack of Transparency for Educational Users

[CarlosMartins]

My name is Carlos Eduardo Martins, and I am the founder of a postgraduate school in Brazil, where we use Zoom daily for online lessons and academic meetings.

Recently, I spent over four hours developing and publishing a custom summary template in Zoom AI Studio. The platform confirmed that the template was published and functional, but when I tried to set it as the default template in my account settings, it did not appear.

After contacting your support team, I was told that this feature is only available for Business, Business Plus, Enterprise, or Education accounts. However, I was never informed of this restriction — not in your documentation, not during the template creation process, and not at any point on the platform interface.

This lack of clarity is unacceptable, especially for educational institutions like mine that rely on Zoom for teaching and academic work. The system should either (1) clearly warn users that their current plan does not support AI Studio templates, or (2) block access to the tool for accounts that are ineligible. Allowing users to invest significant time and effort into creating something that cannot be used is both misleading and disrespectful.

Therefore, I respectfully request that Zoom:

1. Clarify this limitation publicly within the AI Studio interface and on all related documentation;

2. Recognize my account as educational, given the nature of my institution and how we use Zoom for academic purposes;

3. Provide compensation or alternative access for the time lost due to this lack of transparency;

4. Offer an official response via email or WhatsApp, as I would like to ensure this issue is properly escalated and not just dismissed as “feedback.”

I’ve always trusted Zoom as a reliable partner in education, but this experience has been extremely frustrating and has affected my confidence in your platform.

Thank you for your attention, and I look forward to hearing back from your team soon.

Best regards,
Carlos Eduardo Martins

[MGSR]

Welcome to the Zoom Community, @CarlosMartins! Thank you for sharing your experience. We sincerely apologize for the inconvenience you encountered. After reviewing your support ticket, we confirmed that this knowledge article provides details about the requirements for enabling this feature, including specific account types. Also sharing here information about how to set up an education account if desired. Please reach out if you have any additional questions—we’d be happy to discuss further.