Zoom RA Troubleshooting

Overview

Almost every Zoom Revenue Accelerator problem is one of three things: no ZRA license, transcription turned off, or calls that weren't recorded. Find your symptom below.

Connection errors

"Unable to connect to Zoom Revenue Accelerator. Please try again."

The catch-all. In practice it usually means the Zoom account has no active Revenue Accelerator subscription.

• Confirm the account has a paid Zoom plan and ZRA licenses — see Requirements.
• Start again from Settings → Call Recording → Zoom RA; don't reuse an old authorization link.
• Make sure your browser isn't blocking the redirect to zoom.us.

"Invalid Zoom token. Please try again."

Zoom accepted the authorization but Steve couldn't read your profile.

• Re-authorize and make sure you approve all the requested permissions, including profile access.
• If your Zoom admin restricts Marketplace apps, ask them to approve the Steve app for the account.

"Invalid OAuth state. Please try connecting again."

Steve couldn't match Zoom's response back to your organization.

• The usual cause: you started from the Zoom App Marketplace. Clicking Add on the Marketplace listing starts an authorization with no Steve organization attached to it. Go to Settings → Call Recording → Zoom RA in Steve and click Connect from there instead.
• Otherwise, reload the settings page, confirm you're in the correct Steve organization, and click Connect again.

"Authorization code not found."

The authorization never completed — usually a cancelled or closed consent screen.

• Retry and click through Zoom's consent screen without navigating away.

"This Zoom account is already connected to another organization."

• One Zoom account can be linked to a single Steve organization. Disconnect it in the other organization first, or email tech@hiresteve.ai.

The Zoom RA tab is greyed out

• Your plan doesn't include Call Recording. Steve shows an upgrade prompt instead of the card — talk to your admin.

Connected, but new calls stopped arriving

• The authorization Steve holds may no longer work — for example, the app was removed on the Zoom side or the grant was revoked. The card keeps showing Connected as your email, because Steve only removes the connection when you delete it. Click Delete Account, confirm, then click Connect and re-authorize.

I removed the app in Zoom, but Steve still shows "Connected as"

• Removing the app in the Zoom App Marketplace revokes the tokens on Zoom's side, but Steve doesn't learn about it until its next call fails — so the card can still show the old connection. Click Delete Account in Settings → Call Recording → Zoom RA to delete the stored credentials. See Removing the App.

I disconnected in Steve, but the app is still listed in my Zoom account

• That's expected — the two sides are removed independently. Remove it at Zoom App Marketplace → Manage → Added Apps → Steve Call Insights → Remove.

Connected, but no calls appear

Work down this list in order:

1. Check the ZRA licenses. A Zoom account with no Revenue Accelerator subscription authorizes fine — OAuth is account-wide — and then returns nothing. This is the number one cause.
2. Check the calls were recorded. ZRA only analyzes recorded conversations. An unrecorded meeting doesn't exist as far as this integration is concerned.
3. Check ZRA has finished processing. A call that just ended may not be available yet. Give it time.
4. Give the first import time. The first sync backfills three months and can take a while on a large history.
5. Check the date window. After the first import, Steve only looks back one day. Older calls that were never imported won't be picked up retroactively.

Calls import with empty transcripts

• Audio Transcription is off on the Zoom account. Turn it on — but note that only calls recorded after that will have transcripts.
• The call was very short, or ZRA was still processing it when Steve imported it — ZRA has no transcript for those.

Already-imported calls aren't re-fetched, so fixing the setting won't fill in past transcripts.

Calls have transcripts but no brief or key points

The AI summary failed for those calls. Steve deliberately imports the call anyway rather than dropping it — the transcript is still searchable and still feeds competitor detection. If it's happening across the board rather than occasionally, contact support.

No competitive insights from Zoom calls

• Check the transcripts aren't empty — no transcript, nothing to detect.
• Check the competitors are tracked on the project. Steve only detects the competitors your project follows.
• Check Triage Insights, under the Zoom Revenue Accelerator tab — the insights may exist and simply be waiting for a decision.
• Check your organization's approval setting. Unless Enable Automatic Approval is on for call insights, nothing enters the knowledge base until a person approves it in Triage.

Calls appear but the list looks wrong

Still stuck?

1. Confirm Settings → Call Recording → Zoom RA shows Connected as your email with a green dot.
2. Try deleting the connection (Delete Account) and connecting again — ideally as a Zoom account admin.
3. Confirm the ZRA licenses, cloud recording, and audio transcription on the Zoom side.
4. Contact support — we're happy to help.

Next Steps

• Requirements — the licensing checklist.
• FAQ — quick answers.
• Support — reach a human.