Using Zoom Support resources

Zoom support offers a variety of helpful resources, including our Knowledge Base, chatbot, and Community, to help you stay connected at work, school, and in your personal life. When you can't find your answer among our thousands of resources, you may also be able to connect with a live agent on the phone, chat, or a support case, depending on your plan and license type.

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 the Zoom Chatbot

The Zoom Chatbot is an AI-powered chatbot designed to provide answers to your questions quickly, 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 chatbot icon .
  2. (Optional) Click the Sign in here link to sign in to your Zoom account for a personalized experience.
  3. Select from popular topics or enter your own prompt.
    The chatbot 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.

Chatbot example prompts

Our chatbot 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.

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

  • 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

Use the chatbot to connect with a live agent

If your Zoom account is eligible for live chat support, you can enter "speak with an agent" as your query to connect to an agent.

If you haven't already, you will need to sign in to the Zoom web portal to verify your eligibility. Then you will be asked a series of questions to ensure you are directed to the appropriate agent.

How to contact Zoom Support and manage existing cases

Access your Support Dashboard

The Support Dashboard includes information about your plan type, support options, open requests, 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 My Account, then click Support Dashboard.

After accessing your support dashboard, you can open a case and view existing cases.

Submit a new support request

From the Support Dashboard, you can submit requests related to Billing & Account Management, Technical Support, and Zoom Phone Number Porting, depending on eligibility. Learn more about available support options on the Contact Zoom Support page.

Note: Do not include any sensitive personal data, such as credit card information, when completing this form.

  1. Access your Support Dashboard.
  2. Below the list of support cases, click Submit a request.
  3. Select the request type:
    • Billing & Account Management
    • Technical Support
    • Zoom Phone Number Porting
  4. Complete the required fields. For example, if you selected Technical Support as the request type, you are required to complete the following fields:
    • Priority
    • Subject
    • Description
    • Product and Area
  5. (Optional) At the bottom of the form, click Add attachments to add any additional files that may help, such as an image showing where you receive an error.
  6. Click Submit.

    Note: As you enter the details of the subject and description for your case, you will see Recommended Solutions appear on the right side of the page. The solutions will dynamically update as you type, providing you with generated answers and results that most closely match your inquiry. These solutions enable you to resolve issues much more quickly, often within minutes, rather than waiting for the support team to process your request. If the recommended solutions don't fully address your inquiry, you can proceed with submitting your request to our support teams.

Call Zoom Support

  1. Before contacting Zoom Support on the phone, do the following:
  2. On the Contact Zoom Support page, scroll to the bottom and locate the Phone section.
  3. Review the eligibility requirements to contact Zoom Support on the phone.
  4. Click the Select your country drop-down menu.
  5. Click the appropriate country and call the provided phone number.
  6. Follow the voice prompts to reach the appropriate team.

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. If a customer needs additional assistance related to a case in this state, they must submit a new case.

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.

How to manage support options available to your users (account owners and admins)

Account owners and admins can determine whether members and users with custom roles on their account are able to contact Zoom Support through chat, web case, or phone. Learn more about customizing Zoom support methods for users on your account.