--- title: Zoom Troubleshooting description: How to troubleshoot common issues connecting to Zoom --- [Skip to content](https://help.wordly.ai/zoom-troubleshooting#main-content) - [English](https://help.wordly.ai/zoom-troubleshooting) - [Español](https://help.wordly.ai/es/zoom-troubleshooting) - [Français](https://help.wordly.ai/fr/zoom-troubleshooting) English Show submenu for translations [![Wordly Knowledge Center](https://help.wordly.ai/hs-fs/hubfs/Knowledge%20Base%20Graphics/KB%20Header.png?width=667&height=100&name=KB%20Header.png)](https://help.wordly.ai/?hsLang=en) Open main navigation Close main navigation - - [English](https://help.wordly.ai/zoom-troubleshooting) - [Español](https://help.wordly.ai/es/zoom-troubleshooting) - [Français](https://help.wordly.ai/fr/zoom-troubleshooting) English Show submenu for translations - [Submit a Ticket](mailto:support@wordly.ai) [Submit a Ticket](mailto:support@wordly.ai) Hi! How can we help? - There are no suggestions because the search field is empty. 1. [Wordly Knowledge Center](https://help.wordly.ai/?hsLang=en) 2. [Integrations and APIs](https://help.wordly.ai/integrations-and-apis?hsLang=en) 3. [Wordly for Zoom](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-for-zoom) # Zoom Troubleshooting ## How to troubleshoot common issues connecting to Zoom ### Troubleshooting Things to check when theWordly App for Zoom isn’t working. - [The Wordly translation session won't start in Zoom.](https://help.wordly.ai/zoom-troubleshooting#wont-start) - [Translation quality is poor.](https://help.wordly.ai/zoom-troubleshooting#poor) - [Wordly minutes are being consumed faster than expected.](https://help.wordly.ai/zoom-troubleshooting#consumed) - [The Wordly App for Zoom won't load.](https://help.wordly.ai/zoom-troubleshooting#load) - [I've accidentally linked to the wrong Wordly account or need to use a different one.](https://help.wordly.ai/zoom-troubleshooting#link) - [Wordly is freezing or missing elements](https://help.wordly.ai/zoom-troubleshooting#freezing). - [I can't find the Apps button in Zoom to start Wordly](https://help.wordly.ai/zoom-troubleshooting#apps). - [My attendees using the Zoom web browser can't see the Wordly translations](https://help.wordly.ai/zoom-troubleshooting#web). - [My Zoom chat messages aren't being translated](https://help.wordly.ai/zoom-troubleshooting#chat). - [My attendees want text to speech (TTS) translations.](https://help.wordly.ai/zoom-troubleshooting#tts) - [I need to have both Zoom chat and Wordly open at the same time.](https://help.wordly.ai/zoom-troubleshooting#both) - [Error message: Unauthorized request.](https://help.wordly.ai/zoom-troubleshooting#unauthorized) - [Error message: User already authorized to access Wordly account.](https://help.wordly.ai/zoom-troubleshooting#user) - [Error message: This account is already being used.](https://help.wordly.ai/zoom-troubleshooting#account) - [Error message: Recording permission denied.](https://help.wordly.ai/zoom-troubleshooting#recording)   #### The Wordly translation session won’t start in Zoom. - Are you the Zoom meeting host, and did you schedule this meeting? Only the Zoom host who scheduled the meeting can start a translation session. - Have you linked yourWordly and Zoom accounts? A Wordly account that is linked with your Zoom account is required to start a translation session (Read "Link With Your Wordly Account" under [Setting Up Wordly For Hosting Zoom Meetings](https://help.wordly.ai/setting-up-wordly-for-hosting-zoom-meeting?hsLang=en)). - Do you have enough minutes in yourWordly portal? - Is your internet connection stable? - Have you’ve previously started a Wordly translation session in this meeting? If so, you may need to wait a minute or two before trying again. - Have you enabled live streaming in your Zoom account settings (Read "Enable Live Streaming" under [Setting Up Wordly For Hosting Zoom Meetings](https://help.wordly.ai/setting-up-wordly-for-hosting-zoom-meeting?hsLang=en))? - Are multiple people using the same Zoom account? If so, only the first person that joins the meeting can start the Wordly translation session. #### Translation quality is poor. - Is the speaker language set to the language your presenter is speaking in? [Try changing the language.](https://help.wordly.ai/changing-speaker-language?hsLang=en) - Have you enabled Original Sound in your Zoom preferences (read [Maximizing Zoom Sound](https://help.wordly.ai/maximizing-zoom-sound-for-wordly?hsLang=en))? - Are you using a microphone close to your face? - Are participants enunciating, speaking at a moderate pace, and occasionally pausing between sentences? - Have you minimized background noise, such as music and traffic? - Are speakers taking turns speaking and not talking over each other? - Does the speaker have a stable internet connection? - Is the Wordly session still active and not paused or timed out? - Have you created a custom glossary to cover specialized terminology, proper names, product names, and industry jargon in your field (read [About Glossaries](https://help.wordly.ai/creating-glossaries?hsLang=en))? #### Wordly minutes are being consumed faster than expected. - Have you ended theWordly session when you’re done with translation? Minutes will continue to be consumed until the Wordly session or Zoom meeting is ended. (Read "Ending a Session" under [Hosting a Zoom Meeting or Webinar](https://help.wordly.ai/hosting-computer?hsLang=en)) - Have you purchased enough minutes to meet your team’s needs? - Are you running multiple simultaneous translation sessions? Each active session consumes minutes independently. #### The Wordly App for Zoom won’t load. - Check the prerequisites under [Setting up Wordly for Zoom meetings](https://help.wordly.ai/setting-up-wordly-for-hosting-zoom-meeting?hsLang=en) to ensure that your account and operating system are capable of running Zoom Apps. #### The Wordly App for Zoom says it is reconnecting. This message appears if the app is unable to communicate with the Wordlyservice over the internet. The app will continually attempt to reconnect when in this state. - Check your network connection and ensure that you are connected to the internet. - Try leaving the Wordly session and rejoining it. - Check the [Wordly Status page](https://wordly.statuspage.io/) to see if Wordlyis currently experiencing downtime. - Make sure that you have enabled live streaming in your Zoom account settings (Read "Enable Live Streaming" under [Installing Wordly App for Zoom](https://help.wordly.ai/setting-up-wordly-for-hosting-zoom-meeting?hsLang=en)). You'll need to refresh the app after enabling live streaming. #### I’ve accidentally linked to the wrong Wordly account or need to use a different one. To link to a different account from within the Wordly App for Zoom, first unlink your existing Wordly account and then link the other Wordly account that you want to use. Find instructions for linking and unlinking Wordly accounts under Installing Wordly App for Zoom. #### Wordly is freezing or missing elements - Check that you have the latest version of the Zoom app installed. This often resolves a large share of missing button and blank panel issues. - If issues persist, restart the Zoom meeting. #### I can't find the Apps button in Zoom to start Wordly The Zoom Apps Quick Launch Button may be disabled. To enable the Zoom Apps Quick Launch Button, you need to sign into the Zoom Web Portal as an admin and toggle on the Zoom Apps Quick Launch Button. Go to Account Management and select Account Settings. The setting will be under Zoom apps. #### My attendees using the Zoom web browser can't see the Wordly translations The Zoom web browser doesn't reliably display Wordly translations. Direct attendees to use the Zoom desktop app rather than the web browser version. #### My Zoom chat messages aren't being translated Wordly only translates spoken audio, not Zoom's text chat feature. #### My attendees want text to speech (TTS) translations While Zoom does not support TTS, attendees can access TTS translations by joining through the [attendee link](https://help.wordly.ai/sharing-the-session?hsLang=en) on a separate device. They should scan the meeting QR code or click the attendee link on a device other than the one they are using for Zoom. This prevents the translated audio from competing with the meeting audio. Attendees should use headphones or mute the Zoom meeting sound. For more information, read [Adding Text To Speech for Presenters](https://help.wordly.ai/adding-text-to-speech-for-presenters?hsLang=en). #### I need to have both Zoom chat and Wordly open at the same time Wordly and Zoom chat share the same panel space in Zoom. You can pop out the Wordly panel so you can display both at the same time. To pop out the Wordly panel, click the ![pop out button](https://help.wordly.ai/hs-fs/hubfs/Knowledge%20Base%20Graphics/pop%20out%20button.png?width=25&height=25&name=pop%20out%20button.png) icon. You can now move the Wordly panel to anywhere on your system's desktop. #### Error message: Unauthorized request This error typically means you are logged out of Zoom or signed into the wrong Zoom account. To resolve it, log into the Zoom account that is linked to your Wordly account. To verify which accounts are linked, go to the Zoom client home screen and select **Apps**. Click on the Wordly app and there you should see the email(s) linked to your Wordly and Zoom accounts. #### Error message: User already associated with Wordly account This error appears when your Zoom account is already linked to a different Wordly account. To resolve it, you need to disconnect your Wordly account from the other Zoom account. 1. In Zoom, find the Wordly Translations App in the added apps. 2. Remove the Wordly Translations App. Confirm the removal. 3. Return to the Wordly Translations App in the [Zoom App Marketplace](https://marketplace.zoom.us/). If you are an administrator, click Add for Myself and Add for Others. Other users should just click Add for Myself. 4. Open your Zoom app, go to Apps. Click Wordly and then click Link Wordly Account to relink the accounts. #### Error message: this account is already being used When linking Zoom and Wordly accounts, you may encounter this error, which means that the Wordly account you are attempting to link is already connected to a Zoom account. Log into that Zoom account and follow the steps above for unlinking the Wordly and Zoom accounts. Wordly cannot tell you which Zoom account your Wordly is connected to. If you cannot identify or access the correct Zoom account to unlink it, contact [Wordly Support](https://help.wordly.ai/contact-support?hsLang=en). Our team will manually unlink the accounts for you. #### Error message: Recording Permission Denied If you encounter this error, you need to make sure that the following permissions are selected in Zoom. Under the Recording settings in Zoom: - Toggle 'Local recording on'. ![zoom local recording](https://help.wordly.ai/hs-fs/hubfs/Knowledge%20Base%20Graphics/zoom%20local%20recording.png?width=488&height=71&name=zoom%20local%20recording.png) - Make sure that both 'Internal meeting participants' and 'External meeting participants' checkboxes are selected. ![zoom internal amd external](https://help.wordly.ai/hs-fs/hubfs/Knowledge%20Base%20Graphics/zoom%20internal%20amd%20external.png?width=518&height=183&name=zoom%20internal%20amd%20external.png) Within the Zoom call, make sure that all participants can 'Request Local Recording Permission': ![zoom security settings](https://help.wordly.ai/hs-fs/hubfs/Knowledge%20Base%20Graphics/zoom%20security%20settings.png?width=236&height=436&name=zoom%20security%20settings.png)   - [The Wordly Portal](https://help.wordly.ai/the-wordly-portal?hsLang=en#main-content) - [Navigating Your Portal](https://help.wordly.ai/the-wordly-portal?hsLang=en#navigating-your-portal) - [Multi-Portal Sharing](https://help.wordly.ai/the-wordly-portal?hsLang=en#multi-portal-sharing) - [Creating Your Wordly Session](https://help.wordly.ai/creating-your-wordly-session?hsLang=en#main-content) - [Session Basics](https://help.wordly.ai/creating-your-wordly-session?hsLang=en#session-basics) - [Automatic Language Selection](https://help.wordly.ai/creating-your-wordly-session?hsLang=en#automatic-language-selection) - [Hosting a Wordly Session](https://help.wordly.ai/hosting-a-wordly-session?hsLang=en#main-content) - [Hosting Basics](https://help.wordly.ai/hosting-a-wordly-session?hsLang=en#hosting-basics) - [Transcripts](https://help.wordly.ai/hosting-a-wordly-session?hsLang=en#transcripts) - [In-Person Events](https://help.wordly.ai/hosting-a-wordly-session?hsLang=en#in-person-events) - [Glossaries](https://help.wordly.ai/glossaries?hsLang=en) - [Reporting](https://help.wordly.ai/reporting?hsLang=en) - [Integrations and APIs](https://help.wordly.ai/integrations-and-apis?hsLang=en#main-content) - [Wordly with AV Systems](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-with-av-systems) - [Wordly for Zoom](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-for-zoom) - [Streaming To Non-Integrated Platforms](https://help.wordly.ai/integrations-and-apis?hsLang=en#streaming-to-non-integrated-platforms) - [Wordly for Cvent](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-for-cvent) - [Wordly for Webex](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-for-webex) - [Wordly for Google Meet](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-for-google-meet) - [Wordly for Microsoft Teams](https://help.wordly.ai/integrations-and-apis?hsLang=en#wordly-for-microsoft-teams) - [APIs and Developer Tools](https://help.wordly.ai/integrations-and-apis?hsLang=en#apis-and-developer-tools) - [Platform Updates and Releases](https://help.wordly.ai/platform-updates-and-releases?hsLang=en) - [FAQ](https://help.wordly.ai/faq?hsLang=en) - [Self-Onboarding](https://help.wordly.ai/self-onboarding?hsLang=en#main-content) - [I'm a place of worship using Wordly for our weekly services](https://help.wordly.ai/self-onboarding?hsLang=en#im-a-place-of-worship-using-wordly-for-our-weekly-services) - [I'm using Wordly in-person for a meeting, conference, or event](https://help.wordly.ai/self-onboarding?hsLang=en#im-using-wordly-in-person-for-a-meeting-conference-or-event) - [I'm using Wordly with a virtual meeting or event platform](https://help.wordly.ai/self-onboarding?hsLang=en#im-using-wordly-with-a-virtual-meeting-or-event-platform) - [I'm using Wordly with both attendees in person and attendees online at the same event](https://help.wordly.ai/self-onboarding?hsLang=en#im-using-wordly-with-both-attendees-in-person-and-attendees-online-at-the-same-event) - [I'm using Wordly for one-on-one conversations.](https://help.wordly.ai/self-onboarding?hsLang=en#im-using-wordly-for-one-on-one-conversations) - [I'm looking for AV setup guides](https://help.wordly.ai/self-onboarding?hsLang=en#im-looking-for-av-setup-guides) - [I'm using Wordly in a way that's not listed above.](https://help.wordly.ai/self-onboarding?hsLang=en#im-using-wordly-in-a-way-thats-not-listed-above) - [Attending Wordly Sessions](https://help.wordly.ai/attending-wordly-sessions?hsLang=en) [Privacy Policy](https://wordly.ai/privacy-policy) | [Terms of Service](https://wordly.ai/wordly-inc-terms-of-service) Copyright © 2026, Wordly, Inc.