Account Change Requests

Account change requests are handled by the Account Operations Team. This team handles general feature enablement, account consolidations, user migrations, vanity URL requests, and user merges, as well as other account level change requests. Scheduling is completed during pre-defined change windows, and not based on any Technical Support SLA or SLO. Initial response from the Account Operations Team will happen within 72 hours of submission to begin vetting and determine scheduling.

Table of Contents

Availability and Change Window Scheduling

The Account Operations Team operates from Thursday 3 a.m. Eastern through Tuesday 3 a.m. Eastern. All requests will be completed in this window once scheduled. The team requires a minimum of 5 days' notice for any change request to allow for gathering of all requirements prior to processing a change. Once all requirements have been gathered, the requested change will be coordinated and scheduled during an available time slot to complete the request. Note that the Account Operations Team is the only team that can commit to a change window.
 
Note: Self-serve options should always be attempted first, and if the need arises for assistance from Zoom, we will work to facilitate that with the customer on a case-by-case basis.

Who can make change requests?

Account-level changes

User-level changes

  • Owners, admins, and custom role admins with permission to the item being requested to be changed.
  • Individual users if item is solely contained on their individual user profile (ie: meeting ID that they are host of, etc.)
Note: Requests from any owners/admins/members that are external to the account must provide their own separate confirmation unless there is a master and subaccount relationship, and that master account has access to the subaccount (master can speak on behalf of a subaccount).

Request Types

The list below is the most commonly requested change types, but is not all-inclusive.
  • Account Consolidations: Combining your Zoom accounts using account consolidation
    • Short Description: Consolidate one account into another, resulting in one account with the users of both accounts, (this includes the owner of the source account). Source account will close and cease to exist.  
  • User Migrations: Adding existing users to a paid account
    • Short Description: Move single or multiple users (not including owner) from a source account to a different target account.
  • Bulk Email change: Batch importing, exporting, or updating users on your Zoom Account
    • Short Description: Changes the login email of multiple users at one time, all users must be on same account.
    • Requirements: For bulk change, request Support to enable flag "Allow admin to change user email but uploading csv file". Once that account flag is enabled, then refer to link above Help Center article in the "bulk update users' emails" section.
  • User merge: Transferring data to another user
    • Short Description:  Merge one user into another user. Any selected data from link above follows - if done by Zoom all that listed data follows. Merging will terminate the login and email of the user that is being merged into the other user.
  • Feature enablement requests: These requests will require that the request is made by owners/admins/custom roles with access to those features via a Support ticket.
    • Short Description: Requests to enable features that are behind feature flags for accounts. requires ticket and various levels of confirmation/approval depending on the specific feature requested.
    • Requirements: File a support case. Enablement is dependent upon the request, and various levels of customer and Zoom approval may be required.
  • Vanity URL guidelines and changes: Guidelines for Vanity URL requests
    • Short Description: Accounts that meet the criteria to be eligible for a vanity URL can apply for a vanity URL approval, change an existing vanity URL, or transfer a vanity URL to a different account.
      Requirements: Requires Account Operations Team approval/confirmation.
  • Associated domain approvals: Getting started with associated domains
    • Short Description: Used to auto-create users with a matching domain and allow management of the domain. If an associated domain is managed, it allows additional options for selection to allow external users to join account, or any newly created users to be forced in to this account. Managed domain is required to force SSO login.

Considerations That May Impact Request Completion

  • Unforeseen complications processing a request due to a bug, system limitation, improperly provided data, or other issues that may arise between the customer and Zoom or within Zoom’s internal systems.
  • Master account and subaccount relationships
  • Data clusters
  • FaxSIPit subscriptions
  • Open billing invoices
  • Zoom Rooms on accounts for automated consolidations
  • Zoom Phone Number movements
  • Zoom Phone devices (desk phones) removal
  • Confirmations from owners/admins still needed
  • CSV files still needed
  • Various uncontrollable aspects (users still in active meeting can't be user migrated, cluster migration can't happen if even one user is in a meeting on account, etc)
  • This list is not all-encompassing but the above are the more common items.