How to Cancel Loom

A 11-step walkthrough with real screenshots from the live cancel flow.

~3 minutes Time
1 month ago Updated
Verified Working flow
Open Loom Cancel Page Read the 11 steps See Loom pricing & tiers

Quick answer

Sign in at loom.com/settings/workspace#plans, click Manage Subscription, then Downgrade to Starter, pick a reason, and confirm with Complete cancellation. Loom doesn't have a "cancel" button — the downgrade flow is the cancel flow. You keep Business or Business + AI features until the end of the current billing cycle, then drop to the free Starter plan (25-video, 5-minute limit). Loom does not offer prorated refunds through the UI.

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Step-by-step instructions

1

Confirm which billing system your account is on

Open loom.com/settings/account. If you see the message "Your Profile is linked to Atlassian" at the top, your Loom subscription is managed by Atlassian systems and you must cancel from admin.atlassian.com/billing — the loom.com Manage Subscription button will not stop the charges. If you don't see that message, your account is on the Loom Legacy path and the next six steps apply as written.

2

Open Plan & Billing in Workspace Settings

Click Settings in the left sidebar, then open the Plan & Billing tab. You'll see your current plan card (for example Loom Business + AI), your per-seat rate, next renewal date, and seat breakdown across Admin, Creator, and Creator Lite roles. Under the plan name is a Manage Subscription link with a pencil icon.

Loom Workspace Settings on the Plan & Billing tab showing a Loom Business + AI Trial card, Manage Subscription link with a pencil icon, $24 per seat per month, 1 seat, and a seat breakdown for Admin, Creator, and Creator Lite
3

Click Manage Subscription, then Downgrade to Starter

The Manage subscription page has two sections. Change Billing Cycle lets you switch between Billed monthly and Billed annually — this is not a cancel option. Scroll down to Downgrade plan and click Downgrade to Starter. Downgrade to Business appears alongside if you're on Business + AI and only want to drop the AI add-on; picking that keeps you paying, so skip it if you actually want to cancel.

Full-page Manage subscription for [Workspace] view. Change Billing Cycle section on top with Billed monthly and Billed annually radio buttons and an Update billing cycle button. Below it a Downgrade plan section with Downgrade to Starter and Downgrade to Business buttons
4

Pick a reason for canceling

Step 1 of 2 is a checkbox list titled "What's your reason for canceling?" with nine options — from "The free tier suits my needs" to "The user experience was difficult or confusing" and "Another reason." Continue stays disabled until you check at least one box. Picking a canned reason lets you skip step 5 (the required detail box) entirely.

Loom cancellation reason selection page (Step 1 of 2) titled "What's your reason for canceling?" with nine checkbox options including The free tier suits my needs, I have no need for video recording anymore, I am switching to a different tool, and Another reason
5
If this applies to you

If you picked "Another reason," fill in the required detail

Checking Another reason exposes a textarea labeled "Can you please share anymore details? (Required)" — Continue stays disabled until you type something. Anything works ("moving to a different tool" is a common one-liner); the answer isn't stored against your account.

Loom cancellation reason page with the Another reason checkbox selected and highlighted in purple, a filled details textarea reading "Will switch back when my team is larger!", and the Continue button now enabled in purple
6

Review "What to expect" and click Complete cancellation

Step 2 of 2 is a "What to expect" summary in four cards: Less videos (drops to the 25-video Starter cap), Time limit (5-minute recording ceiling), Less features (Add link, Blur tool, Uploads, Branding go away), and Loom AI (auto titles, summaries, chapters, tasks, filler-word removal all disabled). A fine-print line warns: "Some users may also see a final charge after cancelling for any new seats added in the current billing cycle." Click Complete cancellation to confirm — Keep my plan bails out.

Loom "What to expect" page (Step 2 of 2) showing four warning cards for Less videos, Time limit, Less features, and Loom AI, a fine-print note about final charges for new seats added mid-cycle, and Keep my plan and Complete cancellation buttons
7

Verify the cancellation confirmation and end date

A green checkmark card confirms "Your plan has been canceled" with the exact date your workspace drops to Starter (weekday + month + day, in bold). Loom also emails every workspace member to let them know about the change, not just the admin. If you change your mind, the Plan & Billing page now shows a Cancel my downgrade button that reverses the cancellation until the end-of-cycle date passes.

Loom cancellation confirmation screen with a green checkmark, headline "Your plan has been canceled", explanatory text showing the exact date the plan changes to Loom Starter in bold, note about members being emailed, an undo link to Plan & Billing, and a Go back to home button
8
If this applies to you

If your account is linked to Atlassian: cancel from admin.atlassian.com/billing instead

The loom.com Downgrade to Starter flow does not touch Atlassian-managed subscriptions. Sign in to admin.atlassian.com/billing as an Atlassian billing admin or organization admin, open Subscriptions, find the Loom entry, click Manage, then use the overflow menu → Deactivate. You'll pick a cancel reason and reach a screen that offers Downgrade to Starter or Continue to cancel — the latter fully cancels, the former downgrades. Non-admins can't see this UI at all; contact whoever manages Atlassian billing at your company.

9
If this applies to you

On a Business + AI free trial: the Manage Subscription button is hidden — and that's fine

During the Business + AI trial period Loom removes the Manage Subscription link entirely. You do not need to do anything: if no payment method is on file, the workspace auto-downgrades to Starter when the trial ends and you're never charged. If a card is on file and you want to prevent the post-trial charge, add a payment method first (which restores the button), then follow the main steps above.

10
If this applies to you

Team billing: expect a final prorated charge for mid-cycle seat changes

Loom's help center documents this explicitly. Any seat you added or upgraded (Creator Lite → Creator, for instance) between your last invoice and the cancellation date generates a prorated line item that's billed the day the cancel processes, not the next renewal. Check the final invoice against your seat log; if a charge looks wrong, request a refund through Atlassian's Pricing, Billing & Licensing contact form (Payments → Request a refund).

11
If this applies to you

To fully delete your Loom account: downgrade first, then use Personal Settings

Canceling the subscription stops the charges but leaves the account itself. To wipe your videos, transcripts, and view counts, open loom.com/settings/account after the downgrade completes, scroll to Delete my account, and click Delete this account. Loom blocks deletion on a paid plan; if you're the sole workspace admin, you'll be prompted to promote another member first. Deleting the Loom account does NOT delete a linked Atlassian account — that's a separate action at id.atlassian.com.

Frequently Asked Questions

Not on the next renewal — the cancellation confirmation shows the exact date your paid plan ends and Business or Business + AI features stop. There is one narrow exception: if you added or upgraded any workspace members after your last invoice, Loom generates a final prorated charge for those seats on the same day the cancel processes, per its own help-center FAQ. Watch that invoice, and if a charge looks wrong contact Atlassian Billing Support (see the refund FAQ below).

Not through the Loom UI — there is no "request refund" button on the Plan & Billing page. Refund requests go through Atlassian's Pricing, Billing & Licensing form at atlassian.com/company/contact/purchasing-licensing → Payments → Request a refund, and you'll need your invoice number (and, for Atlassian-integrated accounts, your EN number from admin.atlassian.com/billing). Community reports on the Atlassian forum say goodwill refunds for unused months are frequently granted, especially for auto-renewals users didn't realise happened. EU and UK subscribers also have a 14-day right of withdrawal on new subscriptions under consumer law — cite that in the ticket if it applies.

Your existing videos stay accessible even if you're over the 25-video Starter cap — you just can't record new ones until you're back under 25 or upgrade again. Custom branding is stripped from every share page. Engagement Insights disappear. Spaces you already created stay, but you can't create new ones. Workspace members remain in the workspace and keep their existing roles (Admins stay Admins) but are limited to Creator Lite capabilities — up to 50 Creator Lites are allowed in a Starter workspace. If SSO was set up, it's disabled; you'll fall back to your original sign-in method (or reset your password if SSO was your only path in).

Check loom.com/settings/account for a "Your Profile is linked to Atlassian" banner — if it's there, the loom.com Downgrade to Starter flow will not stop the billing. You must cancel from admin.atlassian.com/billing, which requires Atlassian billing admin or organization admin privileges. Navigate to Subscriptions → Loom → Manage → overflow menu → Deactivate, pick a reason, then choose Continue to cancel (or Downgrade to a Starter free plan). This is the source of a lot of "I canceled but still got charged" confusion — you may have canceled the wrong billing surface.

Yes, and it's easier than the paid flow. During the trial Loom hides the Manage Subscription button. If you never added a payment method, the workspace auto-downgrades to Starter when the trial ends and you're never billed — you can safely ignore the "your trial ends" emails. If a payment method is on file and you want to be sure nothing charges, remove the card first, or add one temporarily so the Manage Subscription button reappears and you can run the main cancellation flow before the trial's end date.

Yes — the workspace and every video, transcript, space, and member stays intact on the Starter plan. Re-upgrading from loom.com/settings/workspace#plans restores full Business or Business + AI features immediately, and any videos over the 25-video cap become recordable and shareable again. If you downgrade specifically to disable auto-renewal, the Plan & Billing page also shows a Cancel my downgrade button that reverses the cancel until the end-of-cycle date passes — useful if you change your mind before the switch actually happens.
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