Troubleshooting Zoom subscription cancellation or renewal charges

Issue
Environment
Cause
Resolution

Issue

You may need to cancel your Zoom subscription or add-on for one of the following reasons:

You were charged after your subscription renewed automatically.
You no longer need your paid subscription or add-on.
You accidentally purchased the wrong plan or add-on.
You have duplicate subscriptions across multiple accounts.
You want to stop future automatic renewals.

You may also experience one of the following while attempting to cancel:

The subscription is scheduled to cancel at the end of the billing period instead of immediately.
You cannot access the email address associated with your Zoom account.
You cannot cancel because your account has an outstanding balance.
The self-service cancellation option is unavailable.

Environment

Zoom Pro, Business
Zoom add-ons: Large Meeting, Webinar, Zoom Phone, and others
Monthly or annual billing plans
Subscriptions purchased directly from Zoom
Subscriptions purchased through Apple App Store, Google Play, or other third-party resellers

Cause

This issue can occur for several reasons.

Subscription renewal

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.

Billing or account restrictions

Cancellation may be unavailable if:

The account has unpaid invoices.
The subscription is managed by a third party.
The subscription type requires Zoom Support assistance.

Purchase or licensing errors

Examples include:

Purchasing the wrong add-on.
Duplicate subscriptions.
Assigning an incorrect license that results in unexpected charges.

Account access issues

Loss of access to the account email address may prevent self-service cancellation.

Resolution

If you’ve noticed a recent charge from Zoom that you weren’t expecting, it may be related to the automatic renewal of your subscription.

These renewals are processed as authorized transactions, as outlined in Zoom’s Terms of Service (see 12. PAYMENTS AND CHARGES). However, if you believe the charge was not made by you, you should promptly contact your bank and report the issue to Zoom’s Trust and Safety team for further investigation.

Note: Learn more about reporting suspected fraud on your account and frequently asked questions about charges.

Verify the charge

Sign in to the Zoom web portal.
In the navigation menu, click Account Management, then Billing, or click Plans and Billing, then Plan Management.
Click the Current Plans or Plan Management tab to verify your current plan details.
Then choose one of the following:
- Keep your subscription active: No action is required if you want your plan to continue renewing automatically.
- Cancel future renewals: Cancel your subscription before the next renewal date to prevent future charges.

Note: You can also review your invoice history.

Cancel your subscription or add-on

Sign in to the Zoom web portal.
In the navigation menu, click Account Management, then Billing, or click Plans and Billing, then Plan Management.
Locate the subscription plan or add-on.
Click Cancel.
Follow the prompts to confirm the cancellation.
You will receive a confirmation email after your subscription or add-on has been canceled.

Note: After cancellation:

Monthly subscriptions remain active until the end of the current billing period.
Annual subscriptions remain active until the end of the current subscription term.
Your account automatically changes to a Basic account after the subscription expires.
Future automatic renewals stop.

Cancel subscriptions purchased through a third party

If your subscription was purchased through any of the following:

Apple App Store
Google Play
Another reseller

You must cancel directly through that provider. Zoom Support cannot cancel or refund subscriptions managed by third-party billing platforms.

Resolve outstanding balances

If cancellation is unavailable because your account has an unpaid balance, do the following:

Pay the outstanding invoice

Sign in to the Zoom web portal.
Complete one of the following in the navigation menu:
- Click Account Management, click Billing, then click Invoice History.
- Click Plans and Billing, click Payment History, then click Pay Open Invoices.
Select the unpaid invoice(s).
Click Continue to complete payment.
Return to Billing or Plan Management.
Cancel the subscription or add-on.

Note: You can also pay through the Pay Now page using your account number and invoice number.

Refund requests

Subscription charges that have already been processed are non-refundable according to Zoom's Terms of Service.