Using alternative account recovery

Zoom's account recovery feature allows paid customers to securely recover their accounts when they can't remember the email address associated with their account or can't receive emails. This self-service process uses billing information to verify your identity and helps you regain access to your account or reset your password without contacting Zoom Support. 

Note: If you're on a Basic (free) account and you no longer have access to your original email address you signed in to Zoom with, you will need to create a new Zoom account.

Requirements for alternative account recovery

• Active paid Zoom account with 10 or fewer licenses
• Valid billing history with recent charge information
• Access to billing details, including:
  • Cardholder name
  • Credit card type
  • Last 4 digits of your credit card
  • Credit card expiration date
  • Last charge date
  • Last charge amount
• Access to an email address for recovery notifications

How to recover your Zoom account when you forgot your email address

1. On the Zoom Sign in page, click Forgot email?.
2. Verify your identity by entering your billing information.
   • Cardholder name
   • Credit card type
   • Last 4 digits of your credit card
   • Credit card expiration date
   • Last charge date
   • Last charge amount
3. Provide a recovery email address where you can receive your recovery link.
4. Click Next.
   You will receive a verification code to the recovery email address.
5. Enter the verification code sent to your email.
6. Click Verify.
   The system will verify your billing information against active paid accounts. If verification is successful, you'll see a confirmation message and the recovery process will begin. This process may take up to 24 hours. Check your recovery email for updates.

Email account verification statuses

When you submit a request to recover your Zoom account, one of the following statuses may apply:

Account verified

If the email address you entered matches the sign-in email of an active paid Zoom account, a recovery email will be sent to the recovery email associated with that account. This email includes instructions on how to sign back in.

The recovery email may be the same as your sign-in email or a different email you designated when setting up your account.

Account not verified

If the email address matches an active paid Zoom account but the billing information cannot be verified, click Verify Identity in the email you receive to confirm your billing details again.

Account not found

If the email address you entered does not match any active paid Zoom account, contact Zoom Support for further assistance.

How to recover your Zoom account when you forgot your password

1. On the Zoom Sign in page, enter your email address, then click Next.
2. Click Forgot password.
3. A verification code will be sent to your sign-in email.
4. If you do not receive the email verification code, click Unable to receive email? Next.
5. Verify your identity by entering your billing information. 
   • Cardholder name
   • Credit card type
   • Last 4 digits of your credit card
   • Credit card expiration date
   • Last charge date
   • Last charge amount
6. Provide a recovery email address where you can receive your recovery link.
7. Click Next.
   You will receive a verification code to the recovery email address.
8. Enter the verification code sent to your email.
9. Click Verify.
   The system will verify your billing information against active paid accounts. If verification is successful, you'll see a confirmation message and the recovery process will begin. This process may take up to 24 hours. Check your recovery email for updates.

Account recovery email notifications

When an account recovery request is initiated, different email notifications may be sent depending on the account type and recovery method. Below is an explanation of each email and what action, if any, is required.

Account recovery request notification (sent to account owner) 

When someone initiates an account recovery attempt, the account owner automatically receives a notification email.

What this email means:

• A request has been made to recover access to your account.
• The recovery process has started but is not yet complete.

What you can do:

• If you recognize the request, no action is required.
• If the request is unauthorized, click Stop account recovery in the email to cancel the process immediately.

Security hold confirmation email (sent to recovery email address)

Once a recovery request is confirmed, a separate email is sent to the designated recovery email address.

What this email means:

• The account has been placed on a 7-day security hold.
• This hold protects the account while identity verification takes place.

Next steps:

• After the 7-day hold is complete and identity verification is successful, the account owner will receive another email with password reset instructions.

Password reset email (sent after verification)

After the security hold period ends and the user’s identity has been verified:

• The account owner receives an email with instructions to reset the password.
• Follow the instructions in the email to regain access to the account.

Special account types

The account recovery process may differ depending on how you sign in to Zoom.

Accounts using Google, Facebook, Apple, or Microsoft login credentials

If you sign in to Zoom using Google, Facebook, Apple, or Microsoft credentials, authentication is managed by those third parties. Review the relevant third-party troubleshooting instructions for assistance.

Member accounts (managed by an account owner)

If you are a member under a managed account (for example, an organization):

• A recovery email will be sent to you.
• The email will instruct you to contact your account owner or admin for assistance.
• Only the account owner can complete certain recovery actions for managed users.

Additional security measures

• All sensitive billing data is encrypted.
• Recovery links expire after 24 hours.
• All recovery actions are logged for audit purposes.
• Original account owners are notified of all recovery attempts.

If the original account owner disputes a recovery request, the process will stop immediately. If your recovery email address is invalid or undeliverable, the recovery process will terminate.