Canceling Zoom subscription issues and unexpected charges

Issue

You may experience difficulties canceling your Zoom subscription or add-on for reasons such as:

• An unexpected charge because the plan auto-renewed and the renewal notice was missed.
• An accidental purchase (e.g., choosing Webinar instead of Large Meeting).
• No longer needing the paid subscription features.
• Changes in business circumstances (office closure, remote work ending, budget limits).
• Managing multiple accounts that resulted in duplicate subscriptions.

You may also encounter related issues, including:

• Requesting an immediate cancellation but receiving an end-of-term cancellation instead.
• Being unable to access the cancel plan option in your account portal.
• Losing access to the email address linked to your Zoom account.
• Having an outstanding balance that prevents cancellation.

Environment

• Zoom paid subscriptions including Pro, Business, Workplace Pro, and add-ons.
• Monthly or annual subscription plans.
• Third-party purchases (Apple Store, Google Play, reseller channels).

Cause

The issue occurs due to one or more of the following:

• Zoom subscriptions automatically renew at the end of each billing cycle unless canceled before the renewal date, as outlined in Zoom’s Terms of Service.
• Charges are typically non-cancelable and non-refundable once processed, in accordance with Zoom’s Terms of Service.
• Customers may accidentally purchase the wrong add-on (example, Webinar instead of Large Meeting) due to product confusion.
• The self-service cancellation feature may not function correctly for certain account types or subscriptions.
• Payment method changes or card issues can create outstanding balances that block cancellation.

Resolution

Cancel a subscription or add-on via self-service when you no longer want the service

To cancel a Zoom subscription or add-on (Large Meeting, Webinar) when you no longer want the service, were charged unexpectedly due to auto-renewal, or accidentally purchased a duplicate subscription, do the following:

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Account Management, then click Billing or click Plans and Billing, then Plan Management.
3. Find the plan or add-on you want to cancel, then cancel it.
4. Follow the prompts to confirm cancellation.
   You will receive an email confirming you cancelled your subscription or add-on.
   Note: If you're unable to cancel, you'll see a message that guides you to contact us for assistance.

Notes:

• If you have a monthly subscription, the cancellation will be scheduled at the end of the current monthly billing period.
• If you have a yearly subscription, the cancellation will be scheduled at the end of the current yearly period.
• After expiration, your account will automatically revert to a Basic (free) account with limited features, and no further charges will occur.

Cancel subscriptions purchased through third-party stores

Zoom Billing Support cannot process refunds for subscriptions purchased through third-party stores.

For subscriptions purchased through the Apple Store or other third-party platforms:

• Apple Store purchases: Contact Apple directly for refund processing at support.apple.com.
• Google Play purchases: Contact Google directly for refund processing at https://support.google.com/googleplay/answer/7018481.
• Other third-party purchases: Contact the respective platform's customer support for cancellation and refund assistance.

Request a refund after canceling a subscription

Charges are non-refundable once processed per Zoom’s Terms of Service.

Handle outstanding balances before cancellation

If you have an outstanding balance due to declined payments that prevent you from canceling, you have two options. You can sign in to the Zoom web portal to pay or quickly pay without signing in to your account.

Pay outstanding balances from the Zoom web portal

You can pay your outstanding balances from the Zoom web portal. Do the following:

1. Sign in to the Zoom web portal and do one of the following:
   • In the navigation panel, click Account Management, click Billing, then the Invoice History tab.
   • In the navigation panel, click Plans and Billing, click Payment History, then click Pay Open Invoices.
2. Select the unpaid invoice(s).
3. Click Continue to pay.
4. Once the balance is cleared, proceed with cancellation using the steps to cancel your subscription.

Note: In some cases, Zoom Billing Support may write off outstanding balances as a one-time courtesy if there was no usage on the account.

Pay outstanding balances without signing in to the Zoom web portal

You can also pay your outstanding balances without signing in to the Zoom web portal, by doing the following

1. Collect your Zoom account and invoice numbers.
2. Navigate to zoom.us/paynow.
3. (Optional) If you need help finding your account and invoice numbers, click View Information.
4. Enter your Account Number and Invoice Number.
5. Check the box to validate you are not a robot.
6. Click Continue to pay and receive a confirmation of your payment.
7. Once the balance is cleared, proceed with cancellation using the steps to cancel your subscription.
   Note: To proceed with cancellation, you will need to sign in to your account.