In this guide
Before you start.
- Work out which billing system you are on. Loom states you are integrated with Atlassian if you signed up for Loom after February 2026, or if your legacy account has been integrated. Personal Settings showing "Your Profile is linked to Atlassian" is the other tell, as is a Workspace Settings banner pointing you to Atlassian Administration.
- Check your role, because it changed with the integration. Loom states that only Atlassian billing admins and Atlassian organization admins can cancel Atlassian-managed Loom subscriptions. On legacy billing, only Workspace admins can upgrade and update billing information.
- Watch for the Creator Lite change before it raises your bill. Loom states it is discontinuing the free Creator Lite role and that all Creator Lite users will be automatically upgraded to full Creator, or paid user, status. It states there is no extra charge for those new Creators during a grace period and that you can review usage and deactivate any users you do not want to keep as paid.
- Count your videos. Loom states the Starter free plan allows 25 videos and screenshots, that the video count includes archived videos, and that there is a 5 minute recording limit.
- Your videos survive. Loom states that if you downgrade with more than 25 videos or screenshots it will not delete them, and separately that you will still have access to all your videos but will not be able to create a new recording until you upgrade or delete videos to move under 25.
- Check how many people are in the workspace. Loom states the legacy Starter free plan allows up to 50 Creator Lite accounts, but that if your Loom account is integrated with Atlassian systems you will be limited to 10 users under the Starter free plan.
- Removing people gets you nothing back. Loom states plainly that you do not get a refund if you deactivate members from your workspace, that a deactivated member's seat forfeits all fees and access for the remainder of that billing cycle, and that instead of issuing a credit, users retain Creator access for the remainder of the period they paid for.
- If you use single sign-on, plan for it to stop. Loom states that if you had set up SSO it will be disabled on downgrade, and that if you did not have an account prior to SSO being enabled you will need to reset your password.
- Loom is web-billed only: its mobile app sells no in-app purchases, and Loom states it accepts credit card payments, with ACH arranged through sales.
FOLLOW THE RIGHT BILLING ROUTE
Cancel Loom, step by step.
Cancel on Loom legacy billing
Use this when Plan and Billing inside Loom still holds the controls rather than pointing you at Atlassian.
- Open Workspace Settings in Loom.
- Go to Plan and Billing.
- Click Manage Subscription.
- Click Downgrade to Starter.
- Select a reason.
- Click Complete cancellation.
- Check the plan shows as ending and note the date.
Loom states that if you are on a Business or Business plus AI free trial you will not see the Manage Subscription button, but you will not be charged after the free trial period ends. To stop the renewal without downgrading, Loom documents Plan and Billing, Manage Subscription, then Cancel Subscription, reversible with Cancel my downgrade.
Cancel an Atlassian-managed Loom subscription
This is where the controls moved after the Atlassian integration, and it is the usual reason the cancel option seems to have disappeared.
- Sign in to the Atlassian Admin portal with an Atlassian billing admin or organization admin account.
- Open Billing, then Subscriptions.
- Find Loom and click Manage. If you have more than one, note your Transaction Account ID first.
- Manage the entitlement and select the Loom subscription.
- Use the three dot menu and select Deactivate.
- Choose a reason and click Continue.
- Choose either Downgrade to a Starter free plan or Continue to cancel, then click Cancel subscription.
Loom states that only Atlassian billing admins and Atlassian organization admins can cancel Atlassian-managed Loom subscriptions, so a Workspace admin without those Atlassian roles cannot do it at all.
Cut Creator seats instead of cancelling
Often the right lever, because Loom prices on the number of Creators and admins. Do it before a renewal, since removals are not credited.
- Open the workspace members list and see who holds a Creator or admin role.
- Deactivate the people who no longer need to record.
- If you are inside the Creator Lite grace period, review the users Loom auto-upgraded and deactivate the ones you do not want as paid Creators.
- Expect no money back: Loom states a deactivated member's seat forfeits all fees and access for the remainder of the billing cycle, and that a downgraded Creator retains Creator access for the rest of the cycle.
- On an annual contract, be careful about adding seats: Loom states that if you end the month with seats above your minimum count, you will get billed for those seats through to the end of your annual contract period.
Loom states that workspace members added are charged in your next billing cycle and prorated based on when they were added, and that on a yearly subscription you are charged for added members on a monthly cadence.
What happens next?
- Paid features run to the end of the cycle. Loom states cancellation occurs at the end of your billing cycle.
- Your videos are safe. Loom states that if you downgrade to Starter with more than 25 videos or screenshots it will not delete them, and that you will still have access to all your videos but cannot create a new recording until you upgrade or delete videos to move under 25.
- Recording gets shorter and the library gets capped. Loom states the Starter plan has a 5 minute recording limit and allows 25 videos and screenshots, with the video count including archived videos.
- Workspace size drops on integrated accounts. Loom states an Atlassian-integrated Starter free plan is limited to 10 users, against up to 50 Creator Lite accounts on the legacy Starter plan.
- Features you lose include Engagement Insights, and custom branding reverts to the default. Loom states you keep existing spaces but cannot create new ones, and that members keep their roles but are limited to Creator Lite capabilities.
- Single sign-on stops. Loom states SSO will be disabled and that anyone who did not have an account before SSO was enabled will need to reset their password.
- Deleting a Loom account is far more destructive than downgrading. Loom states that if a user deletes their Loom account, all content owned by them across all of the workspaces they are a member of is permanently deleted, and it recommends archiving instead.
- Atlassian's refund policy now applies: refunds within 30 days for annual and within the first paid month for monthly, with renewals non-refundable.
WHEN IT DOES NOT WORK
If you get stuck.
The billing page in Loom no longer lets me cancel
Your workspace has been integrated with Atlassian, and the controls moved to the Atlassian Admin portal under Billing, then Subscriptions. Loom states only Atlassian billing admins and Atlassian organization admins can cancel an Atlassian-managed subscription, so a Loom Workspace admin who does not hold one of those Atlassian roles cannot cancel at all and needs the role granted first.
I cancelled and was charged on the same day
Loom documents exactly this. It states that cancellation occurs at the end of your billing cycle, that prorated charges for any new members added or upgraded are charged in your next billing cycle, and that if you added or upgraded a user after your last bill you will see a charge the same day as your cancellation. It is the proration catching up rather than a failed cancellation.
My Loom bill went up and I did not add anyone
The Creator Lite deprecation. Loom states it is discontinuing the free Creator Lite role and that all Creator Lite users will be automatically upgraded to full Creator, a paid status. It states there is no extra charge during a grace period and that you can review usage and deactivate any users you do not want to keep as paid, so act inside that window rather than after the first larger invoice.
I removed Creators and got no credit
Loom answers this directly in its own FAQ with a flat no. It states that a deactivated member's seat forfeits all fees and access for the remainder of that billing cycle, that a downgraded Creator retains Creator access for the rest of the cycle, and that instead of issuing a credit, users retain Creator access for the remainder of the period they paid for.
I cannot record anything after downgrading
You are over the Starter library limit. Loom states the Starter plan allows 25 videos and screenshots and that the video count includes archived videos, which is the part people miss when they think they have cleared space. Delete or permanently remove videos until you are under 25, and remember the 5 minute recording limit applies as well.
My team cannot sign in after the downgrade
Single sign-on turned off with the plan. Loom states that if you had set up SSO it will be disabled on downgrade, and that anyone who did not have an account before SSO was enabled will need to reset their password. Have those users run a password reset against the email address their Loom account uses.
Still not cancelled?Common reasons a subscription will not cancel
GOOD TO KNOW
Questions, answered.
How do I cancel my Loom subscription?
On Loom legacy billing, open Workspace Settings, Plan and Billing, Manage Subscription, then Downgrade to Starter and Complete cancellation. On an Atlassian-managed workspace, use the Atlassian Admin portal under Billing, then Subscriptions, find Loom and deactivate the subscription.
Does Loom delete my videos when I downgrade?
No. Loom states that if you downgrade to the Starter plan with more than 25 videos or screenshots it will not delete them, and that you just will not be able to record more until you upgrade or delete videos to move under 25.
Do I get a refund if I remove Loom members?
Loom states no. A deactivated member's seat forfeits all fees and access for the remainder of that billing cycle, and rather than issuing a credit, users retain Creator access for the remainder of the period they paid for.
Why are my free Loom users being charged?
Loom states it is discontinuing the free Creator Lite role and that all Creator Lite users will be automatically upgraded to full Creator, a paid status, with a grace period during which there is no extra charge and you can deactivate users you do not want to keep as paid.
Should I delete my Loom account instead of cancelling?
Almost certainly not. Loom states that if a user deletes their Loom account, all content owned by them across all of the workspaces they are a member of is permanently deleted, and it recommends archiving instead. Downgrading to Starter keeps the videos.
Provider resources
- Loom: downgrade or cancel your Loom plan
- Loom: Starter free video and screenshot storage limit explained
- Loom: Starter plan FAQ
- Loom: billing policy for paid plans
- Loom: billing FAQ
- Loom: Atlassian integration, pricing, billing and role changes
- Loom: how true-up billing works when you add creators
- Loom: understand workspaces, roles and permissions
Instructions reviewed .
Subex is independent of Loom. Availability and cancellation terms can vary by plan, billing provider and country.
