I'm attempting to help a colleague who was trying to sign up for a Basic Zoom account but they accidentally selected the "For Educators" checkbox and now they're locked out and can't get into their account. They are not using Zoom to provide services to children and these troubleshooting instructions do not work because: 1) I think they selected "under 13" and they are not able to sign in to submit a request to Zoom to disable the educational setting 2) there is no administrator to disable this setting for them as they are signing up for their own account.

What can she do to get this fixed? She's not able to use her account to sign in to any meetings which is a problem. We've been trying to resolve this for at least 2 months now and all of the troubleshooting information offered in the knowledge base either does not apply or puts her in the same loop of trying to submit a request to Zoom support when she's not able to sign in. She also tried submitting an appeals request to Zoom to have the educational lock lifted but she never heard back.

This looks to be a fairly common issue as I can see multiple posts in the form with the same issue over the past couple of years and it does not appear that we're able to fix this issue ourselves. Help would be extremely appreciated as this is very very frustrating to try to resolve.

Hi Community & ZOOM Support,

I feel really desperate and I am hoping you can help.
After loss of my phone and damaged backup (yes, very unlucky...) I cannot log in to my Zoom account anymore because I don't have access to the Authenticator App anymore.

I wanted to log in to reset 2FA (I do have the correct email address and password), but I am ending up in an endless loop because the only way to login is entering an Authenticator App code.

I am the admin (one-user business).

I tried the chatbot to connect with support, but chatbot AI cannot connect me because I'm not logged in...

I am writing here from my newly created personal free account in order to get community access.

I am a freelancer and dependent on Zoom for my work, so I deeply appreciate any help...

Thanks,
Kristin

Hi there,
maybe someone has an idea how to get out of a really bizarre circle inbetween the App Store and Zoom:

I purchased a Zoom Workplaces Pro Plan in the App Store in July 2024 (well, lessons learned… never buy in the App Store again). For I need an upgrade to Webinars, I had to cancel this plan to sign up the right one directly with Zoom.

The plan in the App Store had been purchased with my Apple ID, which is not the Email address I use in Zoom; the Zoom account is registered with my business address.

This seems to be the problem for Apple did cancel (and refund) my plan on November, 26, but Zoom says my plan is still working - and I still can use it.

Apple already confirmed the cancellation several times to Zoom. Apple says they have no access to the Email address registered in Zoom; they could only cancel the working plan, and they did.
Zoom says maybe the plan for my Apple ID email address had been cancelled, but my business email address ist still connected to a existing plan so it‘s not possible for them to purchase the webinar function I need.

Maybe the only way is to purchase the webinar plan with my private email address (which is the Apple ID, of course), and in July 2025 it will be possible to switch to my business email address again?

Well… confusing situation, hopefully explained clear enough to get some help?

Thanks a lot! Stefanie

I was associated with another account and now cannot access past recordings. They told me to do this:

In my zoom account I activated the setting: 

We host some calls given by companies outside our membership roster. Some members would prefer we not share their contact information with the Host. Is there a way for attendees to register for a call but opt-out or opt-in in allowing their contact information to be shared? I've seen the article on Changing your name when logging in but I don't know if that also restricts all sharing of your data.

Much appreciated, Eric

I have an issue where im trying to create a group to allow admins to download Zoom Recordings and block everyone else. I blocked cloud recording on the Everyone group and locked the setting. I created a separate group to allow recording downloads and added admins to this new group. I removed the admins from the Everyone group.

Yet i still cannot have admins download recordings. As soon as i enable the policy on the everyone group, admins can download again. Regular users i put into my recording downloads group CAN download recordings. I am not sure what is going on but admins seem to ONLY adhere to policies applied to the Everyone group, even though they arent members.

Admin accounts do NOT have a Zoom Workspace license, if that maybe the cause. I tried assigning a license and testing downloads but no change.