Support and escalation

Zoom integration support

Get installation, reauthorization, removal, privacy and security help for the HockeyStick AI Zoom integration. Send only the non-secret context needed to locate the affected operation.

Updated 5 October 2026

Contact HockeyStick

Get help

Use the Hockey Stick Advisory contact form for Zoom integration support. This is the company's current public route for inbound support requests.

Support hours 24 hours a day, 7 days a week, including public holidays
First-response target Initial human response within 24 elapsed hours of receipt
Current contact channel Hockey Stick Advisory contact form
What the first-response target means. It is the target for an initial response from a person, measured in elapsed hours from when your message is received. It is not a resolution or fix time, and an automated acknowledgement of your contact-form submission does not satisfy it.

Open the contact form

Help us find the issue

What to include

  • Your name, organisation and a safe reply address.
  • The HockeyStick engagement and Webinar title or identifier.
  • Whether the issue is installation, reauthorization, Webinar creation, enrolment, attendance, removal, privacy or security.
  • The approximate time, timezone, visible error message and steps already tried.
  • A screenshot only after checking that it contains no participant data or secrets.
Never send a Zoom or HockeyStick password, one-time code, access token, refresh token, client secret, private join link or full participant list.

Self-serve guidance

Troubleshooting

Registration refresh or delayed attendance

Use Refresh from Zoom in Registrations · from Zoom. It covers eligible Webinars in the engagement and has a shared 60-second cooldown. Wait for Engagement refresh to complete and check This Webinar. A partial result keeps useful data; a failed registration pull keeps the previous snapshot and timestamp. Direct rows labelled Registered on Zoom intentionally omit names and emails.

Attendance requires an ended session and the scheduled end to have passed. Zoom report delay can leave results unavailable. Read the reason under Latest observation, keep it distinct from Verified evidence and Last fully successful observation, and retry after completion/cooldown. Missing or withheld data is not zero. For a repeatable test, follow the reviewer test plan.

Installation

Check the prerequisites and start the authorization from the correct authenticated engagement.

Read installation steps →

Reauthorization

Resolve administrator approval, permission or expired-grant errors.

Read troubleshooting guidance →

Removal

Disconnect from HockeyStick, remove the app from Zoom or start a fresh authorization.

Read removal steps →

Webinar lifecycle

Understand Webinar creation, hosted-page enrolment and post-event attendance reconciliation.

Read usage guidance →

Escalation

Privacy and security requests

For a suspected security incident, begin the contact-form message with SECURITY. For an access, correction, deletion, consent or privacy request, begin it with PRIVACY. Include only the identifiers needed to locate the engagement or registration; do not paste secrets or sensitive participant data into the form.

If you believe an authorization is compromised, remove HockeyStick AI in Zoom and, if you can still access the engagement, select Revoke Zoom in HockeyStick. Then contact the team with the approximate time and affected engagement.

Read the privacy policy for how HockeyStick handles Zoom-derived data, retention and deletion.