Billing charges Frequently Asked Questions (FAQ)
If you notice unexpected, unrecognized, or unauthorized charges related to your Zoom account, or see services you do not recall purchasing, this article can help you understand the most common reasons these charges may appear.
What are the common causes for unexpected or unrecognized charges?
Charged on a different account
Unexpected charges may occur if your payment method is associated with another Zoom account. Common situations include:
- You may have a separate paid Zoom account linked to the same payment method, even if the account you are currently viewing is a Basic (free) account.
- If you manage multiple Zoom accounts, signing in to the wrong account may make it appear as though you were charged unexpectedly or charged twice for similar subscriptions.
- A former user or account member may have made a purchase while their billing information or payment method was still associated with the account.
Charged on an expired credit or debit card
Unexpected charges can still appear on an expired credit or debit card. Common situations include:
- When a replacement card is in process, many banks and card issuers may automatically update card information before you receive the new card, which can result in recurring subscriptions or authorized payments continuing without interruption.
Charged after canceling your Zoom subscription
Unexpected charges may still occur after canceling a subscription. Common situations include:
- Missing or overlooking the subscription renewal date before cancellation was completed.
- Confusion about the subscription billing cycle, such as monthly versus annual plans.
- The cancellation request being submitted on or after the renewal date, after the charge had already been processed.
- Some add-ons or products may have different renewal dates and may be charged on separate dates. Check your invoices to find the specific renewal date for each product.
- The cancellation process not being fully completed or confirmed.
Charged a different amount than expected
You may notice that the amount charged differs from what you expected. Common situations include:
- Selecting a different product or add-on than intended, such as purchasing a Webinar license instead of a Large Meeting license.
- A user on your account being assigned a different license type or additional paid feature.
- Additional usage charges, such as Zoom Phone overages or other usage-based services.
- Some add-ons or products may have different renewal dates and may be charged on separate dates. Check your invoices to find the specific renewal date for each product.
- Taxes being applied to the transaction.
- Tax-exempt status not being applied because the required documentation or accurate billing information was not provided.
Charged by a different company
Zoom subscription and service charges are processed by Zoom Communications, Inc. Verify your subscription charges by following these steps:
- Check your credit card or bank statement for recent charges.
- Confirm that the charge is listed under Zoom Communications, Inc.
- If the merchant name appears different, contact your financial institution to verify the source of the charge.
Fraud and unauthorized charges
Fraudulent or unauthorized charges may include:
- Charges you do not recognize.
- Charges made without your permission.
- Suspicious or unusual billing activity associated with your account or payment method.
If you suspect fraudulent activity, report it to Zoom's Trust & Safety as soon as possible.
How do I review my invoice history to identify charges?
To help identify the charge, do the following:
- Sign in to your Zoom account, or sign in to each individual account if you have multiple accounts, using the appropriate email address.
- In the navigation menu, click Plans and Billing or Account Management, then Billing, and review the following:
- Charge details.
- Billing period.
- Subtotal (does not include tax).
- Total (including taxes, fees, and surcharges).
- Invoice balance.
Note: Learn more about invoice history and details.