When scheduling interviews in Guide, you may encounter an error stating that a user "does not have a Zoom account" when trying to select them as a Zoom host.
Two common causes for this error:
Your Zoom email address is different than your Guide email address
Your Zoom license is "Basic" and not "Paid" (it needs to be "Paid")
Check which issue is causing your error
Step 1 — Verify that your Zoom and Guide email addresses match
Go to https://zoom.us/profile (must be logged in).
Look for the field labeled “Sign-In Email” — this is the email tied to your account.
If your company forces SSO, you may instead see:
“Sign-In Method: SSO”
And your company domain (e.g., guide.co)
The actual email usually appears underneath your profile name at the top.
If your email addresses do not match verbatim, this is your issue. To resolve this:
Go to https://app3.guide.co/ (must be logged in)
Click Settings > Scheduling preferences
Scroll to "Zoom email override" section
Enter your Zoom account email exactly as it displays in Zoom
Click "Save changes"
If this was your issue, the error should now be resolved and you're good to go! If not, head to step 2.
Step 2 — Verify that you have a "Paid" Zoom license
This error is common when users have a Basic Zoom license instead of a Paid license. While the user can access Zoom normally, the Zoom API has specific requirements for programmatic host assignment.
Understanding Zoom license types and API requirements
Zoom accounts come in different license types, primarily "Basic" and "Paid" licenses. When Guide's Zoom integration attempts to make a user a meeting host through the Zoom API, it checks the user's license type.
The Zoom API requires users to have a Paid license type to be designated as hosts programmatically. If the API returns "Basic" as the license type for a user, that user cannot be selected as a Zoom host within Guide's Booking Links feature, even though they have a functioning Zoom account.
This explains why some users at your organization can be selected as Zoom hosts while others cannot - it's based on their individual Zoom license type rather than their access to Zoom itself.
How to resolve the issue
To fix this error and allow the user to be selected as a Zoom host in Booking Links, you need to upgrade their Zoom license from Basic to Paid.
Contact your IT department and request that they upgrade the user's Zoom license from Basic to Paid. Provide them with:
The user's email address
The specific error you're encountering
The requirement that the license needs to be "Paid" type for API host assignment
Once your IT team upgrades the license, the user should be able to be selected as a Zoom host in Guide. The change typically takes effect within a few minutes, though you may need to refresh your browser.
Verification: After the license upgrade, try selecting the user as a Zoom host again in your Guide workflow. The error should no longer appear.
If your error is still not resolved after verifying both steps
Contact Guide support for help: support@guide.co