Account Inactive?

[Meg11]

I am the sole user on this account (have a basic license). 

I am getting a notification that says the account is inactive and to contact the admin - I cannot make calls. I am the owner and there isn't an Admin as far as I know. I am the only one on there. 

Any help on how to fix this would be immensely appreciated!

[Eliot]

hi meg11,

Please see the two zoom support articles below.  As the account owner, you have the same rights as account admin.

The error code is the last 3 digits of the code you see in the error notification. For example, if you see the error notification Call failed (code: 2202404), the error code is 404.

If you are receiving Zoom Phone error 403: Your account is inactive. Please contact admin., this means that there might be a problem with your account license or calling plan.

Contact your Company Zoom Phone admin for help. The admin may need to assign a Zoom Phone license or calling plan.

Zoom Phone error 403: Your account is inactive

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069738

Recovering a disabled, inactive, or locked account

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058532

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[Eliot]

hi meg11,

are you trying to make outgoing calls with zoom phone?

do you have a zoom phone calling plan such as us/canada unlimited?

https://zoom.us/pricing/zoom-phone

if you have a zoom phone calling plan, assign that calling plan to yourself.

zoom web portal - sign in

admin->phone system management->users & rooms->click on your user and assign the calling plan.

please see screen shot.

did you respond to the email from zoom to activate your account?

please also see zoom support article - getting started with phone. this article covers both admin and user users.

https://support.zoom.com/hc/en/getting-started-with-phone?id=zoom_phone_guide

thanks,  eliot

[Meg11]

Thanks Eliot! 

I did reply to the activation email and was given a number and a pin. 

When I go to assign the license., it is already assigned to me. I tried unassinging it and reassigning it but no change unfortunately. 

[Eliot]

what license/calling plan do you have assigned to your user?

when dial your zoom number from another phone, what happens?

when you look at your phone user information, what is the extension number?

what happens when you dial the zoom phone test number?

How to make a test phone call

1. Download the Zoom desktop client or mobile app.
2. Sign in to the application.
3. Click or tap the Phone tab .
4. Dial and call *8378.
5. Speak into your mic.
   Zoom Phone will automatically play back the audio. If you don't hear audio being played back, there could be issues with your connection, audio device, or desk phone.

you may want to consider opening a zoom support ticket.

thanks,  eliot

[Meg11]

Hi Eliot, 

I have a US/CA Unlimited calling plan. 

When I call the zoom number from my own phone, the call fails. 

When I try to make a test call, it fails as well. 

I have found an error code on the mobile app though! It's 1301403 

Am I able to open a support ticket as a basic user? I thought you had to be on a higher tier plan in order to do that. 

Thanks again!

[Eliot]

hi meg11,

might be a problem with your mobile app.  what mobile device do you have?  what zoom mobile device app and version are you using?

you might try removing the mobile app and then reinstall it.

Uninstalling and reinstalling the Zoom application

Getting started with iOS (zoom.com)

Getting started with Android (zoom.com)

i think you can open a support ticket because you have a paid license.

go to - https://support.zoom.com/hc/en/contact?id=contact_us

if you are not already logged into the zoom portal, you will be asked to log in.  once you are logged in, you will see the support options available to you.

thanks, eliot

[Meg11]

Hi Eliot, 

Thanks so much for the response and advice! 

I have followed both of those pages but neither seem to work. 

I only signed up a few days ago and initially I was able to make a few calls. Now, on the Zoom desktop app when I try to make a call it say "Your account is inactive. Please contact the admin" without an error code. 

When I log into my account on the web, it says it is active. There's only one basic license assigned to me, and that's where I'm stuck!

Anything else I can do before I just end my license and look for another provider?