Depending on how you purchased your Zoom subscription, you may be able to cancel your subscription or add-ons in the Zoom web portal before your next renewal date. Cancellations become effective as of your next renewal date.
Not sure where to start?
Our billing and account management hub is designed to assist you in completing the most common billing and account management tasks.
Notes:
- If you purchased your plan online, you can cancel your subscription on your own in the billing portal.
- If you purchased your plan through a direct sales quote, you may be able to cancel on your own in the billing portal or you can email your dedicated Account Executive or renewals@zoom.us to discuss your options. All requested changes will take place at the end of the subscription term that is indicated on the quote.
This article covers:
Prerequisites for canceling your Zoom subscription
- Account owner, admin, or a custom role with billing privileges
Note: If you have a Basic (free) account, you can only delete your account because you don't have a subscription.
How to cancel a Zoom subscription
Cancellations become effective as of your next renewal date, and your services will continue until the end of your current subscription term. If you have active add-ons, you must cancel the add-ons before you can cancel your base plan.
By canceling your paid base plan, you will lose access to your cloud recordings. These cloud recordings will be permanently deleted 30 days after cancellation. To access them, you must subscribe to a plan with cloud recordings within the 30-day time period.
To cancel your subscription, follow the steps below depending on where your billing portal is located in the left navigation menu of the Zoom web portal. Not sure how to identify where your billing portal is located? Learn how to locate your billing settings.
Note: If you don’t see these steps in the Zoom web portal or the cancel options are grayed out, you may not be able to cancel your subscription on your own. Contact your dedicated Account Executive or chat with us mentioning “cancel”.
- Sign in to the Zoom web portal.
- In the navigation menu, click Plans and Billing then Plan Management.
All of your plans will be listed indicating their renewal dates. - To the right of the plan you want to cancel, click Manage.
The Manage Plan window will appear, where you can choose to edit or cancel the plan. - In the Manage Plan window, click Cancel Plan.
A confirmation window will appear, informing you of the cancellation terms of your plan, including when the cancellation will take effect.
Notes:
- If the Cancel Plan option is unavailable, you will not be able to cancel your plan through the web portal. You will see a message that guides you to contact us for assistance.
- If you want to request a refund and are eligible to receive one, click Dispute Charges. Learn more about requesting a refund.
- To confirm, click Confirm Your Cancellation.
You will receive an email confirming the change.
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management then Billing.
- On the Current Plans tab, locate the plan you want to cancel.
- Click Cancel Plan.
A confirmation window will appear, informing you of the cancellation terms of your plan, including when the cancellation will take effect.
Note: If the Cancel Plan option is unavailable, you will not be able to cancel your plan through the web portal. You will see a message that guides you to contact us for assistance. - To confirm, click Confirm Your Cancellation.
You will receive an email confirming the change.
How to request a refund for a paid plan
If your account is eligible for a refund, you can request a refund when canceling your plan through the web portal. To be eligible for a refund, you must submit the request within 30 days following renewal and only a prorated refund will be given.
Note: If you don’t see these steps in the Zoom web portal, you may not be eligible to request a refund. Contact your dedicated Account Executive or submit a request to Zoom Support for assistance.
- Sign in to the Zoom web portal.
- In the navigation menu, click Plans and Billing then Plan Management.
All of your plans will be listed indicating their renewal dates. - To the right of the plan you want to cancel and request a refund for, click Manage.
The Manage Plan window will appear. - In the Manage Plan window, click Cancel Plan.
- In the bottom-left corner, click Dispute Charges.
In the next window, you will be notified of the refund amount. - To agree to the terms of the refund and cancel your subscription, click Cancellation and Refund.
- Click Proceed.
You will receive an email confirming the change.
How to cancel an add-on
To cancel an add-on, follow the steps below depending on where your billing portal is located in the left navigation menu of the Zoom web portal. Not sure how to identify where your billing portal is located? Learn how to locate your billing settings.
- Sign in to the Zoom web portal.
- In the navigation menu, click Plans and Billing then Plan Management.
All of your plans will be listed indicating their renewal dates. - To the right of the add-on plan you want to cancel, click Manage.
The Manage Plan window will appear, where you can choose to edit or cancel the plan. - In the Manage Plan window, click Cancel Plan.
A confirmation window will appear, informing you about the details of canceling your plan, including when the cancellation will take effect. - To confirm, click Confirm Your Cancellation.
You will receive an email confirming the change.
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management then Billing.
- On the Current Plans tab, locate the add-on you want to cancel.
- Click Cancel Plan.
A confirmation window will appear, informing you of the cancellation terms of your plan, including when the cancellation will take effect.
Note: If the Cancel Plan option is unavailable, you will not be able to cancel your plan through the web portal. You will see a message that guides you to contact us for assistance. - To confirm, click Confirm Your Cancellation.
You will receive an email confirming the change.
How to resubscribe or reactivate your subscription
Once you cancel your plan, you can undo that cancellation request and reactivate your plan any time before the cancellation takes effect.
To reactivate your subscription, follow the steps below depending on where your billing portal is located in the left navigation menu of the Zoom web portal. Not sure how to identify where your billing portal is located? Learn how to locate your billing settings.
- Sign in to the Zoom web portal.
- In the navigation menu, click Plans and Billing then Plan Management.
- To the right of the plan with a pending cancellation, click Reactivate.
The Reactivate Your Plan window will appear, informing you about the terms of your subscription. - In the Reactivate Your Plan window, click Proceed & Reactivate.
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management then Billing.
- On the Current Plans tab, locate the plan you want to reactivate.
- Click Reactivate Plan.
The Reactivate Your Plan window will appear, informing you about the terms of your subscription. - In the Reactivate Your Plan window, click Proceed & Reactivate.
