Troubleshooting the Zoom error "Your Account is Suspended"

If you receive the error message “Your account is suspended”, this indicates that Zoom has suspended one or more product licenses associated with your account due to a violation of the Zoom Acceptable Use Policy. This may also impact your access to other Zoom services.

 If you believe your account has been suspended in error, you can submit an appeal. Once your appeal has been submitted, it will automatically create a ServiceNow case to be handled by the Anti-Fraud Team, and all communications should be kept within that case.

This article explains the cause of this error message and how to request an account review.

Requirements for account suspension appeals

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How to identify an account suspension

You may experience an account suspension in the following ways:

  1. An error message appears in the Zoom desktop app when signing in or making Zoom Phone calls that states "Your account has been suspended, please contact your admin. For additional information, click here."
    Note: For account owners and admins, "click here" links to the appeal form. For users, "click here" links to this support article.
  2. For account owners and admins, you'll also receive an email notification with the subject line "Notice: Account Suspension Due to Acceptable Use Policy Violation" from no-reply@zoom.us.

Note: Account suspensions are implemented by Zoom's anti-fraud team when they detect a violation of the Zoom Acceptable Use Policy.

How to appeal an account suspension

Account owners and admins

  1. Locate the "click here" button in either:
    • The error message in the Zoom desktop app
    • The email notification sent to your account
  2. Click the button to access the appeal form.
  3. Complete the appeal form with accurate information about your organization and use case.
  4. Submit the form to generate an automatic ServiceNow ticket with the Anti-Fraud team.
  5. Monitor your email for communications regarding your appeal.

Note: After submitting the appeal form, continue all communication through the ServiceNow ticket that was automatically generated. This ensures all information stays within a single case for faster resolution.

Users

  1. When you see the suspension error message, the "click here" button will direct you this support article.
  2. Contact your organization's account owner or admin.
  3. Provide them with details about when the issue started and what you were trying to do.
    Note: Your admin must submit the appeal on behalf of the organization.
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Once the appeal has been denied, you cannot resubmit another appeal using the original form link.