Paid for PRO but not upgraded

[Sanskritist]

I paid for the Pro license, but despite that, even after 3 days I am still treated as "basic". Yes, I log in with the same account from which I did the purchase. The purchase was acknowledged by Zoom - they even sent me the bill. The most frustrating thing is that I cannot even open a support ticket, because the system has to recognise you as Pro, and I am taken as Basic. Chatbot is a waste of time...I tried sending mail to the billing (to the email I got my bill from), but no-one seems to attend those. What is happening? I need help urgently.

[MGSR]

Hello @Sanskritist,

Welcome to the Zoom Community! We're glad to have you here.

To schedule a meeting longer than 40 minutes, please upgrade your account to at least a Pro level.

Upgrading to a paid account means switching from Free to Pro plan or Business plan. This requires purchasing licenses depending on your needs and assigning them to users within your organization.

Zoom offers paid services with monthly or yearly subscriptions. Learn more about Zoom plans and subscription add-ons to find out which plan suits you and your organization’s needs. Once you have decided which plan to purchase, you can proceed with upgrading your Zoom account.

Please let us know if you need further assistance. 

[Sanskritist]

Mark, I wonder why you don't read my message attentively: I clearly stated that I PURCHASED the Pro license. I even received an acknowledgement from Zoom on my email (from which I purchased), and the receipt! There's clearly a bug that Zoom needs to fix. I am not in favour of losing my money, and I'd appreciate if you help me in a tangible way. Here's the copy of the receipt, where it is stated that I HAVE purchased the Pro license. https://we.tl/t-XsrsiQC9cq

This Wetransfer link is valid for 7 days, so view or download it before it expires. I have no problem in uploading it later again, if needed. 

[MGSR]

Hi @Sanskritist,

I'm sorry for the confusion. After acquiring new licenses through the Zoom Sales team or the Billing page, you must assign them to users. Licenses can be assigned individually or in bulk. Please note that licenses of the same type, such as Webinar or Large Meeting, do not accumulate or stack when multiple licenses of the same type are assigned to a user.
To Assign a single license:

1. Sign in to the Zoom web portal.
2. Click User Management, then Users.
3. Locate or search for the user who you want to assign a license.
4. Click Edit at the end of the user row.
   This will open a window.
5. Choose the User Type to assign.
   Note: If your account utilizes the Meeting Connector, but on-prem is not available under User Type, then you will need to manage on-prem users, using the Group, Account, or User Profile level settings.
6. After choosing the User Type, use the dropdown to select the license.
7. (Optional) Assign add-ons by checking the boxes for the add-on.
   Add-on licenses may include Large Meeting, Zoom Webinars, Zoom Phone, Zoom Events, Zoom Sessions, Zoom Revenue Accelerator, Zoom Whiteboard Plus, Zoom Translated Captions, and Visitor Management.
   • For Large Meeting, Webinar, or Zoom Events licenses, choose the radio button for the size of the license, if it is not automatically selected.
8. Click Save.
   The license is now applied to the user and they can use it immediately.

You can read more in this article. 

[quantum88]

@MGSR 

This thread has caught my eye as it is in the same vain of ZOOM staff not reading closely the tickets and posts, and not addressing the issue in question, instead quoting the script on the upgrade issue in general.  That's not helpful.

I have been trying to get a clarification and explanation from ZOOM for months now - including in my recent post on this forum - about the conflicting information on your website as well as conflicting advice being given to customers by your agents.

In both my ticket and post I included a screenshot of the explanatory comment on your Pricing and Plans page on your website which states that on the Basic plan the 40 min time limit applies ONLY to group meetings of 3 participants and more.  Some of your agents have confirmed only few days ago that meetings with 2 participants i.e. the host and one guest do NOT have any time limit.

For some unexplained reason, Zoom support staff are deaf and blind to my questions about this discrepancy and conflicting advice, choosing to ignore them.

I have attached this screenshot here again, for everyone to see.  This explanatory comment has been there for months - and if it is an error, no one at ZOOM has bothered to remove it.

If you could please reply to my recent post about this issue (on this Meetings forum) and explain this conflicting and contradictory information and your agents' advice that would be great.

[Sanskritist]

sorry to hear about your problem. I am giving them a last chance this week, and if they are as deaf as they were until now, they just don't deserve to host my meetings. I have to move on and prefer another online meeting platform. Leave ashes to the ashes.... 

[Sanskritist]

by the way, how did you manage to attach the screenshot? I searched everywhere for that option in the menu toolbar above the message and couldn't see.