On this page15 sections
- Ratings and complaints
- Zoom Phone vs. competitors
- Pricing
- Step by step
- Zoom Phone legitimacy and licensing
- Zoom Phone cost
- How Zoom Phone Works
- Zoom Phone Features
- Refunds, cancellation and auto-renewal
- What you get with Zoom Phone
- Zoom Phone complaints
- Who should skip Zoom Phone
- What customers say
- Alternatives
- FAQ
Zoom Phone makes the most sense for teams already using Zoom for meetings, because the main plans bundle phone service with Zoom Workplace for $16 to $24.50 per user a month on annual billing. It is a legitimate cloud phone system from Zoom Communications (NASDAQ: ZM), a public company that reported $1.28 billion in revenue last quarter. Know the downsides before you buy: Zoom's terms make payments non-cancelable and non-refundable for the term, taxes and fees are extra, and the BBB rates Zoom D- for not responding to 245 complaints, many about billing and auto-renewal.
- Plans
- US & CA Unlimited, Pro Plus and Business Plus, each pairing Zoom Phone with a Zoom Workplace plan (as listed October 2026)1
- Price
- $16, $20.50 or $24.50 per user a month billed annually; $18, $24 or $29 billed monthly2
- Lowest advertised price
- Zoom says Phone plans start at $10.50 per user a month, billed annually1
- Calling included
- US and Canada domestic calling, SMS and MMS, one domestic number, call recording; international calls are metered1
- AI features
- Post-call summaries, voicemail prioritization and task extraction on every plan1
- Refunds
- Payments are non-cancelable for the term and non-refundable unless Zoom agrees, the law requires it or your order form says otherwise3
- Taxes and fees
- All prices exclude taxes and fees, which Zoom calculates and can change without notice3
- Company
- Zoom Communications, Inc., San Jose, CA; second quarter fiscal 2027 revenue of $1,277.2 million, up 4.9%5
Pros
- Phone, meetings and chat in one Zoom Workplace app
- Annual plans from $16 per user include unlimited US and Canada calling
- AI call summaries and voicemail prioritization on every plan
- Month-to-month billing available
- Backed by a large public company
Cons
- Payments are non-refundable for the billing term under Zoom's terms
- Taxes and fees are added on top of the listed price
- International calls are metered
- BBB rating of D- for not responding to 245 complaints
- Disputes go to binding arbitration with a class action waiver
Best for: Small and midsize businesses that already run meetings on Zoom and want calling in the same app.
Skip it if: You don't use Zoom for meetings, need a refund window to test the service on annual billing, or make lots of international calls.
Zoom Phone vs. competitors
| Company | Entry price, annual billing | Entry price, monthly billing | Contract for lowest price |
|---|---|---|---|
| Zoom Phone | $16 per user (US & CA Unlimited) | $18 per user | 1 year |
| Nextiva | $15 per user (Core) | $23 per user | Annual |
| net2phone UNITE | $19.99 per user (25 to 99 users) | $28.99 per user (1 to 9 users) | 36 months |
| Google Voice | $10 per user (Starter, up to 10 users) | Not listed | Not listed |
Zoom Phone pricing at a glance
Zoom Phone plans per user a month, as listed October 20262
| Plan | Billed annually | Billed monthly | What it adds |
|---|---|---|---|
| US & CA Unlimited (Phone + Workplace Basic) | $16 | $18 | US and Canada calling, SMS, 50 fax pages a month, AI call summaries, 40-minute meetings |
| Pro Plus (Phone + Workplace Pro) | $20.50 | $24 | Unlimited domestic calling, 30-hour meetings, unlimited AI note-taking |
| Business Plus (Phone + Workplace Business) | $24.50 | $29 | Unlimited fax, 300-person meetings, SSO, device management |
International calls are billed per minute. Prices exclude taxes and fees. Zoom also advertises Phone plans from $10.50 per user a month billed annually; check the checkout page for what that plan includes.
Zoom Phone, step by step
Start a free trial or buy online
Zoom offers a free trial on Zoom Phone. Small teams can buy online; larger ones go through sales.
Pick a plan and billing term
Annual billing costs about 11% to 16% less than monthly, but it locks you in for the year with no refund.
Get or port numbers
Each plan includes a domestic number, and you can port existing numbers. Toll-free numbers are available.
Use the Zoom app or desk phones
Calls run in the same Zoom Workplace app as meetings and chat, on desktop and mobile, or on supported desk phones.
Cancel before renewal
Cancel in the web portal under Plans and billing. Cancellation takes effect at your next renewal date and doesn't trigger a refund.
Zoom Phone legitimacy and licensing
Yes. Zoom Phone is a cloud PBX from Zoom Communications, Inc., a public company (NASDAQ: ZM) that reported $1,277.2 million in revenue for the quarter ended July 31, 2026. Zoom’s SEC filings describe Zoom Phone as part of Zoom Workplace and note that it is subject to federal telecom regulation, including 911 rules.
Two things to weigh: in 2021 Zoom settled FTC charges that it misled users about meeting encryption, and the order requires a security program with independent assessments. And the BBB currently rates Zoom D- because it hasn’t responded to 245 complaints, many about billing.
Zoom Phone cost
Zoom now sells Phone mostly as a bundle with Zoom Workplace. US & CA Unlimited costs $16 per user a month billed annually or $18 billed monthly, and includes Workplace Basic. Pro Plus costs $20.50 or $24, adding unlimited domestic calling, 30-hour meetings and unlimited AI note-taking. Business Plus costs $24.50 or $29, adding unlimited fax, 300-person meetings and SSO.
Zoom also advertises Phone plans from $10.50 per user a month on annual billing, but its main plan page doesn’t spell out what that tier includes, so confirm at checkout. Older reviews quoting $10, $15 and $20 standalone plans or $18.33 and $22.49 bundles are out of date.
International calls are billed per minute, and Zoom’s terms say all prices exclude taxes and fees, which it can change without notice.
How Zoom Phone Works
Zoom Phone operates as a cloud-based PBX (Private Branch Exchange) system. Instead of relying on traditional copper landlines, it uses your internet connection to make and receive calls. The service is fully integrated into the unified Zoom app, which is available on desktop (Windows and Mac) and mobile (iOS and Android). This allows users to flip between a phone call and a video meeting with a single click.
The platform is now supercharged by Zoom AI Companion, which can automatically summarize phone calls, extract action items, and prioritize voicemails without requiring expensive third-party add-ons. Administrators manage the system through a centralized web portal, where they can provision numbers, assign users, configure call routing rules, and deploy Zoom Phone Salesforce integration and other CRM connectors in minutes.
Because Zoom Phone is software-centric, it can be deployed rapidly without waiting for technician visits. Most fleets of users are fully provisioned and live within a single business day.
Zoom Phone Features
Zoom Phone features include enterprise call handling, AI tools, and integrations. Highlights include:
- AI Companion: Auto call summaries, voicemail transcription, action-item extraction. No extra cost on paid plans.
- Voice + Video + Chat: Unified inside one Zoom app, eliminating tab-switching.
- Call Flip: Move an active call between desktop, mobile, and desk phone without dropping it.
- CRM Integrations: Native connectors for Salesforce, HubSpot, Microsoft Dynamics, Zoho, and Zendesk. Integration depth is generally limited to click-to-call and call logging; teams needing deep CRM workflow automation may find dedicated voice platforms more capable.
- HubSpot Auto Dialer (January 2026): New integration allows pulling HubSpot contact segments directly into the Auto Dialer, with automatic logging of calls, meetings, and emails.
- Call Center Capabilities: IVR, call queues, ring groups, SMS, and supervisor monitoring tools.
- Hardware Support: Certified for SIP-based desk phones from Poly, Yealink, Cisco, AudioCodes, Algo, and Snom.
- Power Pack Add-on: Advanced analytics for call queues and contact-center supervisors.
- Compliance: HIPAA, GDPR, SOC 2 Type II, and E911 emergency calling included.
What customers say about Zoom Phone
Recurring themes across the review sites and complaint records listed above, not individual quotes.
Common praise
- One app for calls, meetings and chat
- Familiar interface for teams already on Zoom
- AI call summaries and voicemail prioritization included
- Quick setup without on-site hardware
Common complaints
- Auto-renewal charges and refund requests denied
- Hard to reach a human support agent
- Settings and controls that move between updates
- Billing disputes after cancellation
Refunds, cancellation and auto-renewal
Zoom’s Terms of Service say payments are non-cancelable for the initial or renewal term and are final and non-refundable unless Zoom agrees, the law requires a refund, or your order form says otherwise. Older reviews that mention a 30-day money-back guarantee don’t match the current terms. Some places have cooling-off laws that allow a pro rata refund.
To cancel, sign in as the account owner or an admin, go to Plans and billing and choose Cancel Plan. Cancellation takes effect at your next renewal date, the service stays on until then, and cancelling doesn’t create a refund. Set a reminder before your renewal date, especially on annual billing.
What you get with Zoom Phone
Every plan includes US and Canada calling, domestic SMS and MMS, one domestic phone number, call recording, online fax and AI features such as post-call summaries, voicemail prioritization and task extraction. Zoom lists integrations with Salesforce, Slack, Microsoft, Google and Zoom Contact Center, plus toll-free numbers and number porting.
Calls run in the Zoom Workplace app on desktop and mobile, so teams already on Zoom don’t need another app. Contact center, AI receptionist and other add-ons cost extra.
Zoom Phone complaints
Most public complaints are about Zoom as a whole rather than Zoom Phone specifically. The BBB shows 245 complaints in three years with no company response, and Trustpilot shows 1.3 out of 5 from 1,573 reviews. The common themes are annual renewals charged without clear notice, refunds refused, and trouble reaching a person in support.
To avoid problems: start on monthly billing until you’re sure, turn off auto-renewal or note the renewal date, keep the account owner’s email monitored for billing notices, and test call quality on your own network during the free trial.
Who should skip Zoom Phone
If your team doesn’t use Zoom for meetings, much of the bundle’s value is wasted and a phone-first provider may cost less. Teams that call abroad a lot should price the per-minute rates first, and anyone who wants a refund window on an annual plan should look for a provider that offers one in writing.
Alternatives to Zoom Phone
- Nextiva A slightly lower entry price at $15 per user on annual billing, from a company focused on business phone service. Read review
- RingCentral A larger phone-first provider with a free trial, if calling features matter more than video meetings. Read review
- Dialpad Another AI-focused business phone system worth quoting if your team doesn't already use Zoom. Read review
- Google Voice If your team already pays for Google Workspace and has fewer than 10 users, Starter costs $10 per user.
Zoom Phone reviews
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Frequently asked questions
How much is Zoom Phone per month?
US & CA Unlimited costs $16 per user a month billed annually or $18 billed monthly, and includes Zoom Workplace Basic. Pro Plus is $20.50 or $24, and Business Plus is $24.50 or $29. Taxes and fees are extra.
Is Zoom Phone free with Zoom?
No. Zoom Phone is a paid add-on or bundle. A free trial is available, but calling requires a paid Phone plan.
Does Zoom Phone include unlimited calling?
Plans include US and Canada calling; Pro Plus and Business Plus list unlimited domestic calling. International calls are billed per minute.
Can I get a refund on Zoom Phone?
Generally no. Zoom's terms say payments are non-cancelable for the term and non-refundable unless Zoom agrees, the law requires it or your order form says otherwise.
How do I cancel Zoom Phone?
Sign in to the Zoom web portal as the account owner or an admin, go to Plans and billing and choose Cancel Plan. It takes effect at the next renewal date and doesn't trigger a refund.
Can I keep my business number with Zoom Phone?
Yes. Zoom lists number porting on its Phone plans, along with toll-free numbers.
Is Zoom Phone good for small businesses?
It's a good fit if your team already uses Zoom for meetings, since the plans bundle both. If you only need phones, compare Nextiva or RingCentral.
Does Zoom Phone work on a cell phone?
Yes. Zoom Phone runs inside the Zoom Workplace app on iOS and Android, as well as on desktop and supported desk phones.
What is Zoom's BBB rating?
The BBB rates Zoom Video Communications D- because it has not responded to 245 complaints. It is not BBB accredited.
Does Zoom Phone have AI features?
Yes. Every plan lists post-call summaries, voicemail prioritization and task extraction, and Pro Plus adds unlimited AI note-taking.
Sources (14)
Facts on this page come from company websites, government agencies and regulators, checked on the dates shown. Editorial standards
- Zoom: Zoom Phone product and plans page (accessed October 12, 2026)
- Zoom: Zoom Phone pricing (plan price data) (accessed October 12, 2026)
- Zoom: Terms of Service (accessed October 12, 2026)
- Zoom Support: Canceling your Zoom subscription (accessed October 12, 2026)
- SEC: Zoom Communications second quarter fiscal 2027 results (August 25, 2026) (accessed October 12, 2026)
- SEC: Zoom Communications Form 10-Q for the quarter ended July 31, 2026 (accessed October 12, 2026)
- BBB: Zoom Video Communications, Inc. (accessed October 12, 2026)
- Trustpilot: Zoom reviews (accessed October 12, 2026)
- App Store: Zoom Workplace (accessed October 12, 2026)
- FTC: Final approval of settlement with Zoom over data security claims (February 2021) (accessed October 12, 2026)
- Nextiva: Plans and pricing (accessed October 12, 2026)
- net2phone: Plans and pricing (accessed October 12, 2026)
- Google Workspace: Google Voice plans (accessed October 12, 2026)
- RingCentral: RingEX plans and pricing (accessed October 12, 2026)
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