Troubleshooting Global Zoom Phone Number SKU billing and license distribution
When your Zoom account uses more phone numbers than your prepaid plan includes, additional numbers are automatically billed through a Global SKU at pay-as-you-go rates. If you see unexpected Global Zoom Phone Number SKU charges, use this guide to identify the cause and rebalance your phone number allocations. The Global Zoom Phone Number SKU automatically covers phone numbers that exceed your prepaid plan limits. When users leave your organization and their numbers are deleted, prepaid plan slots are automatically filled by other active numbers. Because this assignment changes dynamically each month, billing totals can fluctuate if licenses are unevenly distributed.
You may be affected by Global Zoom Phone Number SKU billing issues if:
- You’re billed for the Global Zoom Phone Number SKU even though you believe you have enough phone number licenses.
- The master account shows overage charges while sub-accounts have unused capacity.
- You see unexpected shifts in the number of lines billed through the Global Zoom Phone Number SKU each month.
How to troubleshoot Global Zoom Phone Number SKU billing and license distribution
1. Check if your master account exceeds prepaid plan limits
Your master account is using more phone numbers than your prepaid plan covers.
- Sign in to the Zoom web portal as an account owner or admin.
- In the navigation menu, click Number Management then Phone Numbers.
- Compare the total number of assigned phone numbers in your master account to your prepaid plan entitlements.
- Move unused licenses from sub-accounts to your master account to cover the excess numbers.
- Verify that your master account no longer exceeds its prepaid allocation.
- Check your next billing cycle to confirm that Global Zoom Phone Number SKU charges have decreased.
2. Check for unused capacity in sub-accounts
Your sub-accounts may have open number slots that aren’t being used, while your master account is over capacity. For example, before reallocation, the master account had 1,901 numbers billed through the Global Zoom Phone Number SKU. After transferring unused licenses from sub-accounts, Global Zoom Phone Number SKU billing decreased significantly.
- Sign in to the Zoom web portal as an account owner or admin.
- Review each sub-account’s number allocation.
- Identify unused prepaid slots.
For example, a sub-account has 264 unused phone number slots. - Reallocate or transfer prepaid licenses from sub-accounts to the master account.
- Confirm that your master account’s overage count decreases after reallocation.
3. Remove unassigned or inactive numbers
Unassigned numbers remain in your accounts after users leave or plans change.
- Sign in to the Zoom web portal as an account owner or admin.
- In the navigation menu, click Number Management then Phone Numbers.
- At the top of the Assigned To column, click the Filter icon
to filter Unassigned numbers. - Review which numbers can be deleted.
- Delete unassigned or inactive phone numbers from both master and sub-accounts.
- Make sure number assignments match your current business needs.
Removing unused numbers helps reduce unnecessary Global Zoom Phone Number SKU charges.
4. Monitor monthly dynamic assignments
- Number assignments automatically change each month as users are added or removed.
- Regularly review your monthly billing summary.
- Check which numbers are covered by prepaid plans and which are billed under the Global Zoom Phone Number SKU.
- Track changes to stay ahead of potential overage charges.
Learn more about the Global Number usage reports.
Example resolution
In this scenario, the master account has 1,625 numbers billed through the Global Zoom Phone Number SKU, and the sub-account has 1,596 unused prepaid slots. You transfer 1,596 prepaid plan units from the sub-account to the master account.
As a result, the Global Zoom Phone Number SKU billing for the master account reduces to 29 numbers.
Note: If you remove prepaid plans without deleting their associated phone numbers, your Global Zoom Phone Number SKU billing may temporarily increase until those numbers are reassigned or removed.
How to prevent future Global Zoom Phone Number SKU issues
To avoid recurring overage charges:
- Review license usage monthly: Ensure allocations between accounts reflect active usage.
- Remove unneeded phone numbers or licenses: Delete inactive numbers promptly.
- Balance license distribution: Keep prepaid plans aligned with where numbers are actually assigned.
- Evaluate overall needs: User licenses typically represent a larger portion of costs than phone numbers—adjust these as needed.
Removing licenses or redistributing phone numbers can affect user access to Zoom services. Plan these changes carefully and communicate with affected users. The assignment of numbers to specific plans changes automatically each month based on available prepaid licenses. Monthly reports may show different numbers included in your US-Canada Unlimited phone plan compared to previous months.
