How to Cancel Loom (Two Paths, One Catch)
Cancelling Loom is self-serve. The hard part is finding the right cancel button: Atlassian moved billing in August 2025, so the link now lives in two places. Five minutes once you know which.
Before you click anything, the thing people Google first
Your existing videos are not deleted when you downgrade.
Per Atlassian's official downgrade docs, every existing recording stays accessible after you drop to free Starter. The 25-video library cap and 5-minute length cap apply only to new recordings.
Step 0
Which cancel path is yours?
The single most reported problem in the Atlassian Loom community: people look where the cancel button used to be. Check first:
Path A: Legacy Loom billing
Billing lives inside Loom workspace settings. You manage your plan at loom.com. Pre-Atlassian-integration account. 5 steps.
Path B: Atlassian-integrated billing
You have an organization at admin.atlassian.com and Loom appears under Subscriptions there. Migrated since August 2025. 9 steps.
Not sure? Try loom.com first. If the Plan and Billing tab is missing or greyed out, your billing has moved. Go to admin.atlassian.com instead.
Path A: Legacy Loom (5 steps)
loom.com → Workspace Settings → Plan and Billing → Manage Subscription → Downgrade to Starter, pick a reason, click Complete cancellation. No retention rep, no discount offer. Same path works for Starter and Business; Enterprise customers require admin access via Path B.
Path B: Atlassian billing (9 steps)
Org admin at admin.atlassian.com required; workspace admin alone is not enough.
- Sign in to admin.atlassian.com as an org admin.
- Open Billing, then Subscriptions, and find the Loom row.
- Click Manage on the Loom entitlement tied to your workspace.
- Open the three-dot menu, choose Deactivate.
- Pick a reason from the dropdown (optional, non-blocking), click Continue.
- Decline the downgrade-to-Starter offer if you want a full cancel. Take it if you want videos accessible on the free plan.
- Click Cancel subscription. Read the exact end date Atlassian shows you.
- Screenshot the confirmation. The email is not always instant on Path B.
- Deactivate any Creator Lite seats. Read the next section before you skip this step.
The thing the cancel flow won't warn you about
Creator Lite users got auto-upgraded to paid seats.
When Loom moved to Atlassian billing, the free "Creator Lite" role was discontinued. Every former Creator Lite user was auto-converted to a paid Creator seat. Admins get a grace period to deactivate them; miss it and they hit the next invoice at $18/user/month (about $15 annual). Atlassian's integration FAQ documents it; the billing email doesn't. Open the workspace member list, find anyone tagged Creator (formerly Lite), deactivate. No prorated refunds, so forgotten seats stay charged.
When the charge actually stops
Business or Business+AI access runs to the end of the current billing period (monthly: next renewal; annual: signup anniversary). Loom's billing policy: no prorated refunds, no early-termination fees, no Atlassian-product credits. If you added or upgraded a member after your last billing date, expect a small prorated charge on cancel day for that partial month.
Questions Loom admins actually ask
If I downgrade to Starter, will Loom delete my videos?
No. Existing videos stay accessible on free Starter. The 25-video library cap and 5-minute length cap apply only to new recordings. Sourced to Atlassian's official downgrade docs.
I am a team member, not the workspace admin. Can I cancel?
No. Billing is locked to workspace admins (Path A) or Atlassian org admins (Path B). Forward this page to IT.
If you're auditing your work-tool stack
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