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Hello @HelenPortus

You will need to reach out to Zoom support for this to be investigated. The community won't be able to assist as you will need to share more details about the issue to Zoom support.

I hope this helps and if this answers your question please make sure to mark this as a solution.

Thank you,
Jake

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Effective January 9th, 2026 through January 22nd, 2026: The Zoom Community is currently in read-only mode with login disabled, to deliver you a new and improved community experience!