Troubleshooting Zoom subscription cancellation or renewal charges
If you see a recent Zoom subscription or add-on charge you did not expect, it may be an automatic renewal. You can verify your current plan and billing information in the Zoom web portal and, when self-service cancellation is available, cancel the subscription or add-on to stop future automatic renewals.
The steps and available cancellation options depend on how the subscription was purchased and whether the account has an outstanding balance.
Understand Zoom subscription renewal charges
Zoom subscriptions renew automatically at the end of each billing cycle unless canceled before the renewal date. Renewal charges are processed according to Zoom's Terms of Service and are non-refundable.
Common reasons for a subscription or add-on charge include:
- Your subscription has been renewed automatically.
- You no longer need your paid subscription or add-on.
- You purchased the wrong plan or add-on.
- You have duplicate subscriptions across multiple accounts.
- You did not cancel before the next renewal date.
Verify your subscription and recent charge
Before canceling, verify the plan and billing information associated with your Zoom account.
- Sign in to the Zoom web portal as an account owner, admin, or user that has a custom role with billing privileges.
- In the top-right corner, click your profile picture or initials, then click Plans and billing.
You will see either the Current Plans tab or Plan Management tab. All of your plans will be listed, indicating their renewal dates. - Review your plan and determine whether you want to keep the subscription active or cancel future renewals.
Notes:
- If you want the plan to continue renewing automatically, no action is required.
- If you want to prevent future charges, cancel the subscription before the next renewal date.
- You can also review your invoice history.
Cancel a Zoom subscription or add-on
Cancel a subscription purchased directly from Zoom
If your subscription or add-on was purchased directly from Zoom and self-service cancellation is available, cancel it from the Zoom web portal.
- Sign in to the Zoom web portal as an account owner, admin, or user that has a custom role with billing privileges.
- In the top-right corner, click your profile picture or initials, then click Plans and billing.
You will see either the Current Plans tab or Plan Management tab. - Locate the subscription plan or add-on.
- Click Cancel.
- Follow the prompts to confirm the cancellation.
After the cancellation is confirmed, you will receive a confirmation email.
Note: Cancellation stops future automatic renewals, but the subscription does not necessarily end immediately:
- Monthly subscriptions remain active until the end of the current billing period.
- Annual subscriptions remain active until the end of the current subscription term.
- After the subscription expires, your account automatically changes to a Basic account.
Cancel a subscription purchased through a third party
If you purchased your Zoom subscription through a third-party billing provider, you must cancel it directly through that provider. Zoom Support cannot cancel or refund subscriptions managed by third-party billing platforms.
This applies to subscriptions purchased through:
The third-party provider manages cancellation for these subscriptions.
Resolve cancellation issues
Cancellation may be unavailable when:
- The account has unpaid invoices.
- The subscription is managed by a third-party.
- The subscription type requires Zoom Support assistance.
- You cannot access the email address associated with your Zoom account.
Pay an outstanding balance before canceling
If cancellation is unavailable because your account has an unpaid balance, pay the outstanding invoice first and then return to the subscription management page to cancel.
- Sign in to the Zoom web portal as an account owner, admin, or user that has a custom role with billing privileges.
- In the top-right corner, click your profile picture or initials, then click Plans and billing.
You will see either the Invoice History tab or Payment History tab. - Select the unpaid invoice(s).
- Click Continue to complete payment.
- Return to the Current Plans or Plan Management tab.
- Cancel the subscription or add-on.
Note: You can also pay through the Pay Now page using your account number and invoice number.
Cancel when self-service cancellation is unavailable
If the self-service cancellation option is unavailable, the reason may be third-party subscription management or a subscription type that requires Zoom Support assistance.
Do not use the standard cancellation steps; do the following:
- If the subscription is managed by a third party, cancel it through the provider instead.
- If the subscription is through a direct-sale quoted account, contact your Account Executive to cancel it.
Cancel when you cannot access your account email address
Loss of access to the email address associated with your Zoom account may prevent self-service cancellation.
Learn more about how to access your account if you’re unable to access the email address associated with it.
Understand what happens after cancellation
After a Zoom subscription or add-on is canceled:
- Future automatic renewals stop.
- A monthly subscription remains active through the end of the current billing period.
- An annual subscription remains active through the end of the current subscription term.
- Your account automatically changes to a Basic account after the subscription expires.
- You receive a confirmation email after cancellation.
Cancellation therefore prevents future renewals but does not cause a monthly or annual subscription to expire immediately.
Refunds and suspected fraudulent charges
Subscription charges that have already been processed are non-refundable according to Zoom's Terms of Service.
If you believe a Zoom charge was not made by you, promptly contact your bank and report the issue to Zoom's Trust and Safety team for further investigation.
For additional information, refer to: