Customer Success Forum

We’ve been getting a lot of questions lately around Brand Vetting and the “Partial Upgrade Available” label in Zoom SMS Campaigns — so we wanted to take a moment to clearly explain what these mean, why they matter, and how they affect your ability to use Zoom SMS.If you’ve seen a “Not vetted” status or a Partial Upgrade Available tag and wondered what’s next, this post is for you. What is Brand Vetting in Zoom?Brand Vetting is a required verification process for Zoom customers who want to use SMS (10DLC) for business messaging.It’s part of carrier compliance requirements and helps ensure that:Your business is legitimate You are authorized to represent the brand name you registered SMS traffic sent throug

Upon signing up, I accidentally clicked the Educator Account even though I am not a part of any educational organization. What should I do? I can’t access my account. I made another account to post this. Please help me Zoom Customer Service or any Zoom Staff Support to address my concern. Thank you. 

Hi, I've been a customer of Zoom 3 years. I simply required to drop our license count from 32 to 20 and webinars from 2 for 1. Simple request yes? I started the process 6 weeks before annual renewal and with just 4 days to go i am left with nowhere to go. Under the dashboard and edit plans I cannot reduce the license count as it says:Your account has custom pricing. To decrease the license count, please contact us.So I did contact customer support - 5 weeks ago. Over several weeks I converse with an agent - I was clear from the start what I wanted, the reduction in licenses, but I had to jump through hoops and questions - the support ticket was BIIL0747142. It got to the point of actually reducing the licenses and suddenly the case/ticket is closed. I cannot reopen the ticket but my license count has not been reduced. My renewal is now just 2 weeks away. So I open another ticket - (BIL1170595) - I am again very clear on what I wan

Hi. I have spent a few hours looking up how to set up Zoom healthcare.  I already have a Zoom one pro account, and anytime I try to add Zoom healthcare, the website just brings me back to my current plan, with no option to obtain Zoom healthcare.  Also, I keep reading from multiple people on Zoom community that I need to obtain a BAA in order to be HIPAA complaint.  I have tried calling the sales team but no one actually picks up the phone.     Can someone please explain how I can obtain a BAA.  This has become rather time consuming.  Need help!   Thank you 

Hi I’m unable to connect to ZOOM meetings and have done all the AI trouble shooting.  It states connecting but can’t join meetings

Want to get more impact out of your Zoom solutions? Our March Customer Success Live Sessions are built for Zoom IT Admins, Users, and Account Owners who are ready to boost productivity, strengthen collaboration, and stay ahead of the newest innovations.In these dynamic, interactive sessions, you’ll connect directly with Zoom Customer Success Managers and product specialists. Bring your questions, gain actionable insights, learn proven strategies, and walk away with practical tips to elevate how your teams use Zoom every day. 📅 March Schedule📌 March 4 – Zoom Workplace Open Office Get your questions answered about Zoom Workplace features, workflows, and integrations. Learn best practices to streamline colla

The Challenge: Managing a Hundred Participants, One Certificate at a Time I met with Sean, a Training Director, for an account review. Like many training coordinators, his days were filled with a familiar frustration: managing numerous training sessions single-handedly while drowning in administrative tasks. Picture this: After hosting a training session with numerous participants, they would manually review attendance records, cross-reference completion requirements, create individual certificates, and send them out one by one. For someone managing multiple training sessions each week, this process consumed hours that could have been spent on what truly mattered, which is improving training quality and working on other training sessions. "I have to manually share links with each person individually," Sean explained during our call. With paid instructors delivering specialized content and participants expecting professional certificates up

I was using the account belonging to someone on our church’s staff to run a discussion group.  When the group stopped meeting I wanted to get out of seeing her name on my picture whenever I logged on but I can’t.  How do I disconnect from someone else’s account?

I sometimes would like to give feedback and/or feature requestsDO you any links I can use for feedback and/or feature requests?Thanks for your ideasLoveforGod

Looking to unlock more value from your Zoom investment? Join our February Customer Success Live Sessions, designed for Zoom IT Admins, Users, and Account Owners who want to work smarter, collaborate better, and stay ahead of what’s new. These live, interactive sessions give you direct access to Customer Success Managers and Zoom product experts—your chance to ask questions, learn proven best practices, and discover practical ways to get the most out of your Zoom solutions. 📅 February  Schedule🌟 February 4 – Zoom Workplace Open Office Drop in to connect with Zoom experts to explore Meetings and productivity s

Have you been considering whether your organization could benefit from implementing Online Fax services?   Zoom Phone Online Fax is an electronic fax service enabling users to send and receive faxes without a traditional fax machine. It's available for Zoom Phone Pro and various Zoom Workplace plan subscribers. Users can exchange PDF files and utilize features such as auto receptionist and shared line group caller IDs for faxing.   Fax usage is charged per page for certain plans, while others offer unlimited faxing. Currently, the service is limited to US and Canada users and supports only black and white faxes. Users can manage and view their fax logs through the Zoom Workplace app or web portal.   Additionally, Online Fax requires a Zoom Phone Pay-As-You-Go (PAYG) or Prepay plan to be activated.   To enable to disable the Online Fax, please refer to

If you’ve ever finished a great meeting or webinar and thought, “Where did that recording go?”, you’re not alone! Between team calls, training sessions, and events, it’s easy for recordings to end up scattered across folders and drives.That’s where Zoom Video Management comes in. It’s your new home base for video content — a simple, organized library where you can easily find, play, and share your Zoom recordings.🌟 What You Can Do with ItFind recordings fast. Everything lives in one place—no more hunting through links or emails. Organize your content. Create channels for your team, projects, or topics so your videos stay neat and searchable. Share securely. Manage who can see your videos, whether it’s your whole team or just a few collaborators. Track engagement. See how often your videos are viewed and which ones are getting th

    In the digital age, people want autonomy and the ability to self-serve, making AI chatbots a popular tool in customer experience strategies. In fact, a Morning Consult study found that 67 percent of consumers have used chatbots at least once in the past year and 42% are comfortable using them. The relative ease of use and widespread adoption of virtual assistants and agents make a customer support AI chatbot platform for websites beneficial and cost-effective to meet today’s customers’ expectations.   &nb

In the telecommunications ecosystem, spam registration and number reputation management are critical components of maintaining trust and ensuring message deliverability. As businesses increasingly rely on messaging and voice channels to engage customers, carriers and regulators have implemented stricter controls to prevent spam and fraudulent activity. Effective number management practices help organizations maintain compliance, protect brand integrity, and ensure consistent communication performance. Understanding Spam RegistrationSpam registration refers to the process of identifying and flagging phone numbers that are suspected or confirmed to be sending unsolicited or harmful mes

    Hey Zoom Community! We're thrilled to introduce our latest update: AI-generated Virtual Backgrounds! 🌟 Now, creating the perfect backdrop for your Zoom calls has never been easier. Here's how it works: Within the virtual background selection window, eligible users can now access the generate custom background feature. Simply choose from preset options or describe the background you envision, and our AI model will work its magic to bring your vision to life! 🎨✨ Whether you're dreaming of a serene beach scene, a bustling cityscape, or something totally out-of-this-world, our AI-generated backgrounds have got you covered. Plus, with multiple images to choose from, you're sure to find the perfect fit for any occasion. But that's not all! Admins can also manage this fe

Think about when you most need help during your workday. It's usually right before a meeting starts (scrambling to remember what happened last time), during the meeting itself (trying to take notes and participate), or right after it ends (making sense of everything and figuring out next steps).   AI Companion 3.0 is built to understand this. It supports you at these exact moments: preparing before meetings, providing real-time assistance during, and following up after to turn conversations into results.     Meet AI that works alongside you   Most AI tools explain things or answer questions. AI Companion can actually propel your work forward because it's built where your work happens and has context from your work conversations. This is what we call conversation to completion: turning discussions into finished outcomes.

I went in and edited the sign-in email address on my account, however it is pending confirmation and the confirmation email was sent to my old email address to which I no longer have access.  I do not want to establish a new account because I have had this one for years and have data and setup that I would like to keep.  How do I updated my email address so that I can continue enjoying my zoom account? I use it for business so this is a huge inconvenience.  Respectfully, Dr. Tureka Louis

Happy New Year, Zoom Community! 🎆🎉 Ready to start the year strong and get even more value from your Zoom investment? Our January Customer Success Live Sessions are here to help you do just that.   💡 Why attend? Each session helps you: Build deeper product knowledge Troubleshoot challenges in real time Discover new ways to improve productivity and collaboration 📅 January Lineup   👉 January 7 – Zoom Workplace Open OfficeYour first stop of the year! Get hands-on guidance, ask questions, and learn tips to streamline collaboration with

カスタマーエクスペリエンス（CX）分野は急速に進化しています。企業は、高まり続ける顧客の期待と AI 革命に対応するにはスピードが不可欠であることを、急速に認識しつつあります。企業の間では、顧客から求められ、期待されているインタラクションを確実に顧客に提供するには、コンタクト センター業務だけでなく、接客機会のある部門すべてを評価することが急務であるとの認識が高まっています。Zoom は自社のCXソリューション全体で「Zoom ならではのスピード」を発揮し、前進しています。お客様と協力し、お客様を常に競合の一歩先へと後押しする実用的な AI 搭載型ソリューションを提供しています。Zoom が今後予定しているイノベーションは、顧客のジャーニーのあらゆる段階で、よりよい体験を顧客、エージェント、従業員に提供するように設計されています。

What Is Zoom Workplace Simplification? Zoom Workplace Simplification is Zoom’s latest initiative designed to create a more intuitive, unified, and efficient experience. It focuses on streamlining how users interact with meetings, chat, phone, and collaboration tools—allowing teams to work smarter and faster within a single, cohesive workspace. This initiative supports Zoom’s ongoing mission to reduce complexity, enhance productivity, and deliver a seamless experience across desktop, web, and mobile platforms. Key Enhancements 1. Streamlined Interface Zoom has introduced a cleaner, more modern layout that makes it easier to navigate between Meetings, Team Chat, Phone, Whiteboard and other Zoom products. The refreshed design reduces visual clu

How can we better leverage Zoom's analytics tools to enhance customer success and drive engagement in our organization? Are there specific features or strategies that have proven effective for your team?

I am a survivor of cancer and want to spread my experience of having cancer and learn about other types that people had. I also want to help other people that currently are suffering from cancer and need emotional support.