No video for participant

I just hosted a zoom meeting on my laptop with one other participant. Her video wasn't working and we couldn't find any settings to fix it. I have a Pro account and haven't had this problem before. Afterwards I remembered I had hosted a zoom meeting on one of my phones yesterday. Did I need to be signed out on my phone for zoom to work properly on the laptop?

When I tried to access support via live chat I got the message that I didn't have the type of account with access live chat. Did that change recently for Pro accounts?