Members Unable to Access Recordings and Transcripts — Error Code 12000

Phone
1

@elisa.zoom

In our Zoom account, under User Management → Roles, we have three predefined roles: Owner, Admin, and Member.

Under Account Management → Recording and Transcript Management, the permissions “Recording and Transcript Management” and “View the recording and transcript content” are enabled only for the Owner and Admin roles, but not for Members.

Because of this, when a Member user tries to access phonerecordings or transcripts via the API, we receive the following error:

{ code: 12000, message: 'Unable to transcribe this recording.' }

For Admin and Owner accounts, the same API call works fine, and the data is retrieved successfully.

Additionally, when we attempted to modify the Member role permissions to match the Admin privileges, we received the message:

“Member” is a predefined system role. You cannot change the privileges.

Given this restriction, could you please confirm:

  1. Whether this behavior (restricted transcript/recording access for Members) is expected.

  2. If there is a way to allow Members to access recordings and transcripts — either through custom role creation or specific API scopes.

  3. If not, what would be the recommended approach to provide such access programmatically?

Thank you!

2

Hi @akash6
Thanks for reaching out to us.
What you are seeing is expected. Only admins and owners can access phone recordings or transcripts via the API.

And yes you can not modify the “Member” preferences/settings.
I would recommend you create a custom role with the right permissions for users to access the API and then programmatically access their transcripts or recordings

4

Thank you for your response currently i am using the below scopes for admin its working perfectly fine only for the memebers transcript and recording not working do i need to change the scopes or scopes what i am using is good ?

user:read:user
phone:read:ai_call_summary
phone:read:call
phone:read:call_log
phone:read:call_recording
phone:read:list_recordings
phone:write:user_call_command
phone:read:user
phone:read:recording_transcript
phone:read:list_call_logs

5

Hi @akash6
It seems that you are listing user level scopes correct? what app type are you developing and what is your main goal?

6

@elisa.zoom

Our goal is to integrate Zoom into our ATS platform, where each recruiter can log in with their own Zoom account. Once the login is successful, we generate an access token and use it to make Zoom phone calls, retrieve call transcripts and recordings, and display them in our UI. The app type we’re using is a General App (User Managed).

7

Hi @akash6 Thanks for sharing that with me
I did some testing on my end and you can not call the endpoints you listed while being a Member.
So I would suggest you create a custom role for those recruiter agents where you grant them the right permissions to access phone recordings and transcripts

1 Like
8

Hi @elisa.zoom, thanks for your response. Could you please share a link or documentation for creating custom roles in the Zoom portal?

9

Sure thing @akash6
We have this support article about Role management

Let me know if that helps!