Zoom support 🛟
Support for the Mochii app for Zoom is provided directly by Chibitek, the company that builds Mochii. Every channel below reaches the same support team, and every request becomes a tracked ticket.
How to reach us
Open a support case by email
support@chibitek.com
Email is the fastest route and the one we recommend. Your message opens a ticket automatically and you get a ticket number by reply. No account or portal login is required.
Phone
888-585-6823
Live support during the hours listed below. Outside those hours, leave a voicemail and it is logged as a ticket and answered the next business day.
Knowledge base
The Zoom page covers connecting, scheduling, transcripts, and disconnecting. See also Integrations and FAQ & troubleshooting. The full Mochii manual is public and needs no login.
Escalation
If a case is not moving, escalate to Erick Grau, Founder & CEO, Chibitek: erick.grau@chibitek.com. Include your ticket number.
Hours of operation and response times
Support hours: Monday to Friday, 8:00 AM to 6:00 PM Eastern Time, excluding United States public holidays.
Languages: English, Spanish, and Japanese.
| Priority | What it means | First response target |
|---|---|---|
| Urgent | The Zoom integration is down for all users, or meetings cannot be created at all. | Within 4 business hours |
| High | A core function fails for one user, for example connecting Zoom or attaching a join link. | Within 1 business day |
| Normal | Questions, configuration help, feature requests. | Within 2 business days |
These are first-response targets. We keep you updated on the ticket until the issue is resolved.
What to include in a support request
- Your Mochii account email and the Zoom account you connected.
- What you were doing, and where — a task, a project, or an EOS L10 meeting.
- The exact error message or a screenshot.
- The date and time it happened, with your time zone.
Common issues and fixes
"Something went wrong" on the Zoom consent screen
Your Zoom account administrator has not approved the Mochii app for your organization. Ask your Zoom administrator to approve it, then connect again from Settings → Integrations → Zoom.
The Connect button sends me back without connecting
Make sure you are signed in to the Zoom account you intend to use before you click Connect Zoom. If a different Zoom account is already signed in that browser, sign out of Zoom first, then retry.
The meeting was created but no join link appears on the task
Refresh the task. If the link is still missing, the meeting exists in your Zoom account and can be found there. Send us the task name and the meeting time so we can relink it.
No transcript or summary came back after the meeting
Mochii can only retrieve recordings and summaries for meetings it scheduled, and only after Zoom finishes processing them, which can take a while after a meeting ends. A transcript requires cloud recording to have been on. An AI Companion summary requires the host to have had AI Companion enabled.
I want to disconnect
Use Settings → Integrations → Zoom → Disconnect in Mochii, or remove Mochii from your installed apps in Zoom. Either way, Mochii deletes its stored access immediately. Full steps are on the Zoom page.
Security and privacy
To report a security or privacy concern, email support@chibitek.com with "Security" in the subject line. Security reports are triaged the same business day during support hours.
See the Mochii privacy policy and terms of use. What the Zoom integration can and cannot access is listed in full on the Zoom page.
Emailing support@chibitek.com from the address on your Mochii account is the quickest path — it lets us match your ticket to your account without a round trip.