Going from zoom basic to pro

[Caoline]

I have used the free basic zoom for a while, but for work reasons had to upgrade to zoom pro. Problem is, even though I've paid for it & have the receipt, I can't seem to get it to change from basic to pro. What am I doing wrong? I've tried to phone zoom, but no-one ever actually talks to me. I just get a recording & a lot of canned music. Please, if someone can help, I'd be very grateful!

[Bort]

Here are a few things to check: 

• When you sign in to the web portal, do you see yourself listed as Licensed on the Profile page?
• Are you signed in to the same account that you received the receipt at? Often people upgrade a different account, tied to a different email address, without realizing it. 
• Have you signed-out and back in on the desktop app? Sometimes it doesn't recognize the upgrade until you have restarted the app and logged in again.