Add, use, troubleshoot, or remove Zoom

Before you connect

• You must be signed in to Information Session Manager with permission to manage Zoom for the organization.
• You must be able to authorize apps for the Zoom account that will host the events.
• A paid Zoom plan may be required for capacity or duration needs. Creating Webinars requires a Zoom Webinar license on the connected host account.
• Connect the Zoom account that should own and host the organization’s events, not an attendee’s account.

Adding the app

1. Sign in to Information Session Manager and choose the organization.
2. Go to Leader → Services.
3. Under Zoom, select Connect Zoom or Reconnect or change Zoom account.
4. Sign in to the intended Zoom host account if Zoom asks.
5. Review the requested permissions and choose Allow.
6. Return to the Services page and confirm that Zoom is connected. The page reports Meeting capacity and whether Webinar capability was detected.
7. Create or edit an event. Choose Meeting or Webinar when the connected account supports that choice, then publish the event. Publishing creates the corresponding Zoom resource.

If authorization returns to the wrong organization or account, return to Services and reconnect while signed in to the intended Zoom host.

Using the integration

Meetings and Webinars

Information Session Manager creates the selected Zoom resource when a Leader publishes an event. Event updates synchronize supported schedule and access settings. Unpublishing retains the attached resource for reuse; deleting an eligible event may remove its attached Zoom resource.

Attendee registration

When someone registers for Zoom attendance, the service registers that attendee with Zoom and sends the attendee’s individual join link in the confirmation email. A person should use their own link. An organization can optionally permit repeated use of a registration link when its operating policy requires it.

Live attendance

Zoom participant join and leave events update the Leader’s live event view. The service matches participant sessions to registrations where possible and places uncertain identities in a review list. The connected host’s own session is excluded from attendee counts.

Closeout

After the host ends the event, the Leader closeout can reconcile Zoom’s completed participant report, record join and leave intervals, preserve unmatched sessions for review, and finalize attendance estimates.

Troubleshooting

Zoom says authorization failed or the connection expired

Return to the organization’s Services page and choose Reconnect or change Zoom account. Confirm that the same Zoom account still has authority to manage the host’s Meetings or Webinars.

Webinar is not available

Confirm that the connected Zoom host has an active Webinar license. Reconnect Zoom so Information Session Manager can refresh the account capability. A Meeting can be used instead when Webinar is unavailable.

An attendee did not receive a Zoom link

Confirm that the event is published, Zoom registration is offered, the attendee selected Zoom, and the email address is correct. A Leader can retry the confirmation from the order detail page.

Someone appears under identity review

The Zoom participant identity did not match a registration with sufficient confidence. Check the display name and event details; do not merge uncertain people merely to clear the alert.

Live attendance is not updating

Confirm that the published event’s Zoom resource is the one currently running and that the Zoom connection is healthy. Ended-report data may take time to become available from Zoom.

Removing the app

1. Sign in to the Zoom App Marketplace.
2. Open Manage → Added Apps, or search for Information Session Manager.
3. Select the app and choose Remove.
4. Confirm removal when Zoom asks.

Removal revokes future Zoom API access, so Information Session Manager will no longer create resources, register attendees, or receive new attendance information for that Zoom account. Existing published events may contain unusable Zoom links until a Leader reconnects another account or changes the event to in person.

Historical event, registration, financial, and attendance records are not automatically erased because organizations may need them for operations, disputes, tax reporting, or legal obligations. To request deletion of eligible Zoom-derived or account information, use the contact form. See the Privacy Policy for more detail.

Contact support

Use the Information Session Manager contact form and select Technical support. Include the organization name, event date, whether the event uses a Meeting or Webinar, and the step that failed. Do not include passwords, API keys, secret tokens, full payment-card numbers, or private attendee links.

Support requests are monitored Monday through Friday, excluding U.S. federal holidays. The maximum first-response time is three business days.