Zoom technical support

Zoom Support Guidelines

We know how important Zoom products are for keeping you connected at work, school, and at home. Despite the recent COVID-19 pandemic, Zoom continues to provide the best customer experience possible.

To ensure you receive consistent, timely answers to your questions, the Zoom Support Team has outlined the following guidelines.

The following resources are provided in this article:

Zoom Support Plans and Contact Options

For questions that our Zoom Help Center cannot answer, you can get additional support from Zoom technical experts. To discuss your current support plan and options, contact your Zoom Account Manager.

See also  How Do I Access Additional Information on NBR APIs in webex?
See also  Unable to Start or Join Cisco Webex Meetings on a Mac - Stuck on Connecting
See also  Analytics for Wholesale RTM and Webex for Broadworks packages in Partner Hub
Access Premier Premier+
Global 24×7 Help Center Access All Members + Admins, all accounts types All Members + Admins All Members + Admins
Self Service & Chat Bot All Members + Admins, all account types All Members + Admins All Members + Admins
Frontline Tier 1 (Chat, Ticket) Admins + Licensed Members Licensed Members Licensed Members
Frontline Tier 1 (Phone) Licensed Admins* Licensed Members Licensed Members
Priority Response Included** Included**
Direct Tier 2 (Chat, Ticket, and Phone) Licensed Admins Licensed Admins
Automated Escalation Included
Technical Account Manager Included

*Access phone support is currently available only to Business, Enterprise, and Education customers.
**Read more about priority response times

See also  Joining a meeting in a Zoom Room from the Zoom client

Contacting Support


You can ask questions, find solutions, and collaborate with peers in the Zoom Community, which is available 24×7 for all Zoom users. Please log in with your Zoom credentials to get started.

Billing Support

Contact Zoom Billing Support if you have any billing questions.

Social Media

Follow Zoom on your favorite social media channels to stay on top of all the latest news, tips, and tricks

See also  How to Add Staff and View a Calendar In microsoft Teams
See also  Checking voicemails over phone in zoom
See also  Using Multi-Camera mode in Zoom Rooms

Bolt, our chatbot

For help with our most common questions, you can chat with Bolt, our virtual assistant. Users with paid accounts can contact a live chat support agent for 24×7 assistance when questions are too complex for Bolt. On any Zoom Help Center page, you can access our chatbot on the right side.

Web Ticket

Our technical experts will resolve your issue and respond to you as quickly as possible if you create a web ticket describing your question or issue in detail. Visit our Web Ticket Request page for more information.


You can contact Zoom by phone if you are the owner or administrator of a Business, Education, Enterprise, or API account. Licensed Zoom members with Premier and Premier+ accounts can also report support issues by phone.
When contacting Zoom support via phone, please have your Personal Meeting ID and host key handy.

Country Phone number
United States +1.888.799.9666 ext 2
Australia +61.1800.768.027 ext 2
Austria +43.3162 31266 ext 2 or +43.800802079 ext 2
Brazil 0800.761.2618 ext 2
France +33.800.94.64.64 ext 2
Germany +49.30.80098621 ext 2 or +49 0800.0010429 ext 2
Hong Kong +852.3002.3757
India 000.800.050.2040 ext 2
Italy +39 07611811003 ext 2
Japan +81 120427732 or +81 0053.132.0070 ext 2
Malaysia +60.1800.81.9551 ext 2
Mexico +52 3319304373 ext 2
New Zealand +64.800.475.039 ext 2
Singapore +65.800.321.1249 ext 2
Spain +34 932207485 ext 2
Switzerland +41.31.5607204 ext 2 or +41.0800117799 ext 2
United Kingdom +44.800.368.7314 ext 2 or +44.20.7039.8961 ext 2
See also  You Experience Poor Audio Quality in Your Headset in webex

Please note when calling: Long distance and toll rates may apply

See also  Procedure to Create an External Contacts Shared Directory in Zoom
See also  Zoom Rooms Overview Video
See also  Joining a meeting in a Zoom Room from the Zoom client

Priority response

Priority response for Licensed Admins on Accounts with Premier or Premier+

Priority Prioritized First Response Time Restore Time
P1 1 hour 4 hours
P2 4 hours 8 hours
P3 24 hours
P4 24 hours

Priority definitions

Priority Definition Resources
P1 The Service is “down,” operation of the
Service is severely degraded, or there is
a critical impact to the Service due to a
fault with the network or other software
issue. No workarounds. Examples include failures of Zoom’s transmission services or software functions.
Zoom will provide necessary resources around the clock to resolve this situation.
P2 Significant aspects of the Service are
negatively affected by inadequate
performance of the network or
other software issues. Partial or no
Zoom will provide resources during Zoom’s regional business hours to resolve the situation and additional resources outside of Zoom’s regional business hours as reasonably necessary.
P3 General issues related to a feature or a
set of features. Operational performance
of the service is not impaired.
Zoom will provide reasonable resources during Zoom’s regional business hours to assist in resolving the problem or providing a workaround.
P4 Customers require information or
assistance with service’s capabilities,
installation or configuration and there
is little to no effect on its business
operations. Included are requests for
information, assistance, features, alpha/
beta and others.
Such requests will be handled within Zoom’s regional business hours.