Zoom phone

[Ali_akbar]

Last month I started using zoom phone and then I purchased a package of US and Canada unlimited calling plan 
and now this month everything is turned into basic I don't know how last night I was using zoom phone and now it's showing nothing infront of me and I don't know what to do and also the zoom suppo

[aileenfelix]

Hi Ali_akbar - welcome to the Zoom Community.

If you had Zoom Phone before, but is now turned to basic, here are some of the possible reasons:

• A hiccup with your payment. This is the most common reason. If your credit card expired, if there was a billing error, or if the payment failed to proceed, this can cause your Zoom Phone plan and even other add-ons to revert to a Basic account. Kindly check the Billing section on the web portal (zoom.us) and ensure there aren't any issues with the payment you made.

• Your subscription possibly didn't auto-renew. Sometimes, when you buy a plan, the auto-renew feature isn't turned on by default. If you purchased the plan as a monthly non-recurring subscription, it might have simply expired at the end of the billing cycle.

• A change was made by your account admin. If you're using Zoom as part of a larger organization, the person who manages your company's account may have accidentally (or purposefully) removed your Zoom Phone license. Kindly reach-out to your Zoom Admin to confirm you have the Zoom Phone license assigned to your profile.

• You might be logged-in on the wrong account. It's a simple mistake, but if you have a personal account and a work account, you might be logged into the one that doesn't have the phone plan attached. On the Zoom Desktop App, click on your profile picture, and check the email address that currently logged-in.

I hope these recommendations help. 

Thank you. 

[jack5253]

your paid Zoom Phone plan may not have renewed or there’s a billing issue. When that happens, your account reverts to the free plan. The best step is to log into the Zoom web portal  Admin   Billing and check your subscription status and payment history. If the plan expired or payment failed, you’ll need to re-subscribe or update your payment method. Since support is slow, you can also open a ticket through Zoom’s Billing Support page for faster help.