Using Zoom Support resources

Zoom support offers a variety of helpful resources, including our Knowledge Base, Zoom Virtual Agent, and Community, to help you stay connected at work, school, and in your personal life.

Table of Contents

Start a search on Zoom Support

On the Zoom Support homepage, you can enter your query into the search bar to search through knowledge articles, Community posts, Learning Center courses, Developer documentation, and much more.

You can also search by clicking  Search in the navigation menu when you’re viewing an article. As you type, you will see suggestions based on popular customer queries to help you formulate the right string of words. After entering your query, press the Enter key to access the Search results page.

Navigate the Search results page

By default, the Search results page showcases all the matching content available for you to view across a variety of Zoom content types.

Use the available filters to refine your search results. Some examples of the available filtering options include:

  • Source: Choose to search all available sources (default) or select specific content sources.
  • Category: Choose to select specific categories based on Zoom products or popular topics.

To reset and remove any filters you’ve added, click Clear All Filters.

Use generated answers

Occasionally, you may encounter a generated answer above the search results. The answer box will only appear if we have a high level of confidence in properly and accurately answering your query.

The components of the generated answer box include:

  • Generated answer for you: An answer is provided in the box based on your inquiry.
  • Helpful icon : The generated answer was helpful.
  • Not helpful icon: Provide specific feedback on the answer you were provided.
  • Copy answer icon : Copy the answer provided to your clipboard so you can paste it elsewhere.
  • Toggle on/off icon : Toggle the generated answer box on or off during the duration of your search experience.
  • Learn more citations: Shows which articles were used in order to generate the answer that was provided. You can click on these links to open the support articles.
  • Rephrase options: Rephrase the answer provided into a different format.
    • Step-by-step instructions icon
    • Bullet-point summary icon
    • Summary icon

Best practices and tips for searching

For best results, enter queries that are concise but not too short. For example, "meetings" may be too vague to provide helpful results, so "how to join a zoom meeting" will produce more dedicated and helpful results on the search page.

Use double quotes (") around a word or phrase to find content that includes all of those words. For example, "payment method".

Don't worry about spelling! Our spell checker will automatically correct or provide suggestions.

Use synonyms or alternate phrasing if your first search doesn’t work (for example, try “invoice” vs. “billing statement”).

How to connect in the Zoom Community

The Zoom Community is an interactive support forum that complements the Zoom Support site. With a platform to connect with other Zoom customers, you can:

  • Ask questions, find solutions, and collaborate with global Zoom users
  • Get tips and best practices from other Zoom users
  • Form authentic human connections with real people with similar goals
  • Earn fun rewards and badges that foster a positive sense of knowledge and growth

Join the Community

We welcome all Zoom customers to come together on the Zoom Community to ask questions, share solutions, and collaborate with peers in creative ways.

Follow these simple steps and get started in the Zoom Community today:

  1. Access the Zoom Community.
  2. Sign in with your Zoom account credentials.
  3. Start engaging!

Search in the Community

There is a lot of content within the community, and oftentimes, frequently asked questions and answers already exist. Therefore, we encourage you to first search the community to see if your question has already been asked and answered.

Learn more about searching for existing answers in the Zoom Community.

How to use Zoom Virtual Agent for Chat

Zoom Virtual Agent for Chat is an AI-powered digital agent designed to quickly answer your questions, resolve issues without additional support, and deliver personalized experiences tailored to your needs.

  1. In the bottom-right corner of the Zoom Support site, click the Zoom Virtual Agent icon .
  2. Select from available options or enter your own prompt.
    Zoom Virtual Agent for Chat will respond according to your input. Not the answer you’re looking for? Try entering another query or check out our example prompts for help.

Zoom Virtual Agent for Chat example prompts

Zoom Virtual Agent for Chat performs best when asked clear, concise, and specific questions using simple language and asking one question at a time. We recommend avoiding overly complex or open-ended questions to get the most accurate response from our AI-powered digital agent.

Here are some of example questions or prompts you might ask:

  • How do I join a meeting?
  • My microphone isn't working
  • I need to upgrade
  • I can't login

Dos

  • Clearly state your purpose
  • Use simple language
  • Provide context
  • Use keywords
  • Utilize provided options
  • Provide feedback

Don'ts

  • Use slang or informal language
  • Expect human-like conversations
  • Try to trick the bot
  • Leave out key details
  • Ask overly complex questions

How to contact Zoom Support and manage existing cases

View your support plans and options

All Zoom plans include 24/7 access to our Global Support Centers and the Zoom Learning Center, local language support, and Zoom status notifications. Additional support options vary based on your account type, user type, and how your account is configured. Learn more about support plans and options based on account and user type.

On the Contact Zoom Support page, when you click Contact Us, the Zoom Virtual Agent for Chat will open. Zoom Virtual Agent for Chat is an AI-powered digital agent designed to quickly answer your questions, resolve issues without additional support, and deliver personalized experiences tailored to your needs.

Admins on accounts with a Premier Support plan will have additional workflows based on entitlements when contacting Zoom Support. They can choose between the digital agent experience or directly submit a case to Zoom Support.

Access your Support Dashboard

The Support Dashboard includes information about your plan type, support options, open cases, and more.

  1. In the top-right corner of the Zoom Support site, click Sign In.
  2. Sign in to your Zoom account.
    After signing in, you will be redirected back to the support site.
  3. In the top-right corner of the Zoom Support site, click your initials, then click Support Dashboard.

Support case statuses

  • New: A case has just been submitted and is awaiting pick up by Zoom Support.
  • Open: A case that has been picked up, assigned, and responded to by Zoom Support. Cases in this state may also indicate that the case may be awaiting a Zoom Support update after a customer has responded to Zoom Support.
  • Awaiting Info: Zoom: A case is awaiting info from Zoom. For example, the Zoom Support team would be working with peer teams to provide next steps or resolution. Alternatively, the case could be pending a new Zoom release for a fix to a reported issue.
  • Awaiting Info: Customer Response: A case is pending information from a customer based on the last Zoom update. Cases in this state will have 3 follow-ups completed over the course of 7 days. If a customer has not responded, Zoom Support will place the case in a Resolved state.
  • Resolved: Either the issue has been resolved, or the customer has not responded back to Zoom Support over the course of 3 follow-ups over 7 days. Cases in a Resolved state remain in this state for 7 days, and can be reopened during this timeframe, before entering the Closed state.
  • Closed: A case has transitioned from a Resolved state and can no longer be reopened.

Zoom Support response times

Learn about the order in which we prioritize our responses and the definitions for resolution when requesting support from Zoom.

Respond to an open support case

  1. Access your Support Dashboard.
  2. On the My Requests tab, in the table of open cases, click the number of the case that you want to update.
  3. (Optional) To add an attachment, click the Attachments tab, then upload the file for Zoom Support.
  4. On the Activity tab, add updates in the text box as needed, then click Send.

Escalate a case (account owners and admins)

Account owners and admins can escalate their own cases when eligible. For more information, learn how to escalate a support case.

Call Zoom Support

Zoom customers can call Zoom Support. Your experience may vary depending on your account type, user type, support plan, and additional account configurations.

  • Zoom Virtual Agent for Phone is available to all Zoom customers 24/7.
  • Live phone support is limited to account owners and admins on accounts with a Premier Support plan and will require account authentication. Regional business hours apply.

Note: Zoom Support does not currently support sign languages, such as American Sign Language (ASL), when contacting us by phone. We recommend using the Zoom Virtual Agent for Chat to request to chat with a live agent.

Phone numbers

Zoom customers can call the following phone numbers based on their country or region.

 
Country or regionPhone numbers
United States+1.888.799.9666
+1.888.303.1012
Australia+61.1800.768.027
Austria+43.3162 31266
+43.800802079
Brazil+55 0800.761.2618
China864000809658
France+33.800.94.64.64
Germany+49.30.80098621
+49 0800.0010429
Hong Kong+852.3002.3757
India+91 0008000503335
Indonesia62 803 008 11132
Italy+39 07611811003
Japan+81 368973660
Malaysia+60 1-800-81-7010
Mexico+52 3319304373
Netherlands+31237992026
New Zealand+64.800.475.039
Philippines63 1800 1322 0628
Portugal+351 800 509 660
Saudi Arabia+9668001263007
Singapore+65 8003211528
+65 64602744
South Korea823083210304
Spain+34 932207485
Switzerland+41.31.5607204
+41.0800117799
Thailand66 1800 015154
United Kingdom+44.800.368.7314
+44.20.7039.8961
+44.80.0066.8806
Vietnam84 120 32281