Hi Jacinda, This is happening because you have the waiting room enabled:
participants land in the waiting room but they can't do anything until
you start the meeting and allow them in. If you don't want this to
happen, you should disable the waiting ...
Hi JohnRV, You should reach out to our Billing department by following
this link https://support.zoom.us/hc/en-us/requests/new and choose
"Billing & Account Management" in the drop down menu to submit your
request.