In our organization, we have Zoom Workplace PRO, which should include up to 9 licenses. At the moment, we have only 1 user. When I try to add other users, it says: "To add licensed users to your account, please purchase more licenses... and Zoom Workplace Pro (0 available)".

It seems that the licenses we purchased aren't available. What should I do?

Thank you. 

How is it possible to retrieve the #licenses for each product? Previously it seemed there where billing api endpoints (e.g. https://developers.zoom.us/docs/api/rest/billing-api/ or https://api.zoom.us/v2/accounts/me/billing ) from which it could be derived. However these are not documented in the new API documentation https://developers.zoom.us/docs/api/ and when used I het a response with the following error:

Invalid access token, does not contain scopes:[].

How can we via the API retrieve the amount of licenses per product? Or in general the #licenses we have?

Hello,

When I signed up for Zoom One Pro Subscription at the beginning of 2023, it was CAD150. As with all subscriptions (or most anyways), I would expect the same fee to be applied during renewal time. Should the price change for whatever reason, the reasonable and right thing to do is for the company to inform me of the price change, well in advance prior to the renewal period.

Not the case with Zoom. A couple of days ago, I got an alert that ~CAD250 was charged to my credit card by Zoom. I was well-aware that auto-renewal was right around the corner and I was expecting the same fee of CAD150/year to be applied because last I checked (on my Zoom account billing and management page), the amount of CAD150 that's also quoted as the auto-renewal amount hadn't changed. Neither did I receive any calls, emails or messages from Zoom informing me of any changes i.e. zero correspondence.

Puzzled and a bit concerned, I immediately checked my subscription details again and saw that the renewal amount of CAD150 remained unchanged. It also showed that I didn't purchase any add-ons nor did anything that would incur additional charges, which was the case.

So, clearly, there must have been a mistake and I was overcharged. I took a screenshot of the renewal amount and immediately wrote to Zoom Support saying that there was a mistake, attaching the invoice, and the estimate, and requested for a refund for the difference.

This was 4 days ago and I haven't heard back. So, I went to the Zoom support page to see if i missed any updates when I was navigated back to my Zoom Account page where, shockingly, the subscription renewal amount was now published at CAD250/year, after the fact. What?

This is just wrong and unfair on so many levels:

1. I didn't receive a renewal notice nor any communications for that matter from Zoom informing me of a renewal, not to mention that I'll be charged price change. On this note, it says on the Federal Trade Commission website that "Before a company can auto-renew your subscription, it has to send you a renewal notice."

2. At the same time my credit card was charged ~CAD250, the renewal amount shown on the Zoom account page was also clearly shown as CAD150. However, today the renewal amount had changed to CAD250/year, after I had written in. What company estimates one amount, charges another, much higher, amount, and then changes the initial estimate to match what it charged? All without the customer's knowledge nor consent?? And it's not an increase of a few dollars, it was by $100, almost 70% more than what was quoted by Zoom no less.

3. it's been 4 days since I contacted Zoom support regarding a billing issue and I still haven't heard back. The priority level was assigned as 4 - Low, which is disappointing to say the least. In my experience being a customer of so many businesses, billing issues are prioritized as urgent, as it should. 

This is pretty poor customer experience.

I look forward to hearing from someone in Zoom who has the authority to action on an agreeable resolution on this matter. The sooner the better.

PS: Adding insult to injury - Zoom just tried to sell me an annual subscription for $200 after a discount of 22%. But I got charged $250. I can only conclude that Zoom is a lot more interested and focused on raking in new customers with scarce regard in retaining existing customers. 

Dear Zoom Community,

We are reaching out to share a troubling experience we’ve been facing with Zoom that has significantly impacted our organization both financially and operationally. Since March 14, 2024, we have been erroneously billed for services we did not authorize, which has compelled us to seek assistance and resolution through this platform.

Unapproved Subscriptions:

1. Premier Support: We were automatically subscribed to the Premier Support service with an annual fee of $10,525 CAD. This subscription was added without our consent and, disappointingly, has not included any support at all. Even if you need it, don't take it. We didn't want it at all. 

2. Large Audience Webinar Service: Additionally, Zoom has enrolled us in an annual service costing $8,632 CAD per month, designed to broadcast to 10,000 participants—a service completely unnecessary for our operations. We were charged for one month of this service along with the Premier Support, totaling $19,157 plus taxes.

Despite our efforts to resolve this through multiple channels—including phone calls, emails, and support tickets—we have not received any refunds nor substantive responses. The lack of support and unauthorized charges have placed us in a precarious position, and more frustratingly, the subscriptions have not been halted.

Our Request to the Community and Zoom:

We are appealing to both the community and Zoom management for an urgent review and resolution of our situation. We believe in transparency and the power of community support in resolving such critical issues. We ask for Zoom’s immediate intervention to:

• Review our account for these unauthorized charges.
• Provide a full refund of the accumulated charges.
• Cease all future billings for these services.
• Offer an explanation for how these subscriptions were added without our consent.

To other community members, we encourage you to review your accounts for any discrepancies or unauthorized additions. It’s crucial to remain vigilant to ensure you are only charged for services you explicitly approve.

We hope by bringing this to your attention, we can prevent similar situations for others and prompt a reconsideration of internal controls and customer interaction protocols at Zoom. Our goal is not only to resolve our issue but to ensure that the community as a whole can trust in the fairness and transparency of billing practices.

Thank you for your support and attention.

Sincerely,

Mat LeB, 

Small Business Owner

Hi - our town has two paid accounts. I need to be able to assign at least one of them to my assistant - but preferably would be able to have either his or my email be able to schedule and host meetings on both accounts. How do I do this? I am being told that I have to buy another license but since I already have one with two accounts on it that makes no sense.