Payment not Going Through

[RedDouglas]

Greetings.

I'm new to Zoom, switching from other platforms because so many users are most familiar and comfortable with Zoom.

I signed up for a new account, which worked as expected, and then attempted to upgrade to a "Pro" account, which I need to make the service useful to me.  However the payment process hangs when I submit my credit/debit card information, stuck on "Please Wait" forever.

I've checked with my bank.  They see the authorization inquiry and confirm that the transaction is authorized, but the Zoom app never completes it.

I've used multiple browsers and made sure that no blockers or add-ons that could interfere are active.

None of the online help options are meaningfully related, the chatbot is totally useless and Zoom apparently won't provide other help options except to paid accounts.  And I can't have a paid account if Zoom won't take my money.

Any guidance or suggestions will be appreciated.

Thanks.

[Edited to correct typo.]

[CarlaA · Accepted solution]

Hi @RedDouglas, welcome to the Zoom Community!

We are happy to see that one of our support agents was able to help you resolve this issue.

Thank you for bringing this to our attention and we cant wait to see how else you contribute to the Zoom Community. 

If you need further assistance, please let us know! 

[craigwiliams]

Hi Carla, i have the same problem as RedDouglas but am unable to read the answer. Could you please post the solution. Thanks

[coco_nippon]

Hello, I’m also having this problem, could you please help me? I’m looking forward to hearing from you soon.

coco

[RStars16]

i need to pay my subsription bill

[Natalia74]

Hello! 

I was trying to pay for my zoom annual subscription, but the payment doesn’t go through, can you help me solve the problem, please?

[vascodagama49]

The perennial issue with Zoom.

[udhamapati123]

I am having same issue, hope to get help to resolve

[RedDouglas]

Yes, thanks, Carla. Maria took care of processing payment and all is now well!

[craigwiliams]

Hi RedDouglas, i have the same issue but am unable to view the answer that was posted. What is the solution? Thanks

[kelglenn]

I am having the same problem. Please can someone help me as I fear my card will be charged twice as I have tried now twice to upgrade

[craigwiliams]

Hi kelglenn, i tried 3 times and had same concern, zoom admin convinced me to try again using a different web browser so i tried with Mac tablet using Safari and this time it worked. The 3 previous attempts show  'pending' on my card transactions though zoom assures me that my account would not be debited if i had not received  a confirmation email from them. Hope this helps. Thanks

[RedDouglas]

Hi, folks.  It certainly seems that Zoom would want to fix a problem that causes people to have difficulty paying the company.   That said, it's not all that unusual to have problems between a user's browser, a website, and a payment processor that's actually on a different system.

Reminder:  At least in my case,  speaking with the billing people on the phone resulted in the issue being cleared up immediately.

[amberlegato]

Thank you for THIS answer 🙂

[lastreaction122]

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@RedDouglas wrote:

Hi, folks.  It certainly seems that Zoom would want to fix a problem that causes people to have difficulty paying the company.   That said, it's not all that unusual to have problems between a user's browser, a website, and a payment processor that's actually on a different system.

Reminder:  At least in my case,  speaking with the billing people on the phone resulted in the issue being cleared up immediately.

---

I gave it three tries but had the same finance issue. Zoom admin suggested using a different web browser, so I used Safari on my Mac tablet and it finally worked. Even though my card transactions show 'pending,' Zoom assured me they won't charge my account without a confirmation email. Hope this info helps. Thanks!

[billposer]

I am having the same problem.  I have tried on several different days, using both Mozilla Firefox and Google Chrome. The chatbot is indeed useless. I have also tried the contact form, thus far without a response. Doesn't Zoom want my money?

[vascodagama49]

My problem seems never-ending.Paypal wants Identity confirmation using ID & residence proof - all done but still funds not transferred from my bank.What kind of circus is this? Why can Zoom give me an invoice which I can present at my bank for a direct wire transfer to Zoom Video Inc or its. bank?

[Manokaran]

Hello, even I am not able to make the payment. Tried through debit card and credit card.
Kindly help!

[qraftacademy]

i have the same problem