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What to check if you receive a "Fetch users" error on Zoom
When you add or edit a Zoom meeting or webinar, you may receive an error message about being unable to "fetch users." If you receive this error message, your Zoom access token may be expired. To resolve this issue, remove the Eventbrite app from your Zoom account. Then remove and re-add Zoom to your event.
In this article
- Remove the Eventbrite app from your Zoom account.
- Remove the Zoom meeting or webinar from your Eventbrite event.
- Re-add your Zoom meeting or webinar to your event.
Remove the Eventbrite app from your Zoom account.
You can remove the Eventbrite app by going to Added Apps in the Zoom app marketplace. For more information, visit Zoom's support article on adding and removing Zoom apps.
Remove the Zoom meeting or webinar from your Eventbrite event.
If your event already has Zoom added, delete it before re-adding Zoom. This ensures that Eventbrite doesn't attempt to use the expired token again.
Go to Events and select your event.
Go to Online event page.
Select the pencil icon to edit your Zoom meeting.
Select Delete meeting and confirm.
Re-add your Zoom meeting or webinar to your event.
When you connect your online event to Zoom again, select Add another account instead of a preexisting account. The error message may still appear at first, but once you reconnect your account, it should disappear.
If this error message still appears, make sure you've removed all Zoom meetings and webinars from your event. Then check the Zoom account you're connecting to. Make sure it's the same one that you removed the app from.