Downgrade or cancel your Loom plan
Important: How you downgrade or cancel your plan depends on whether your account is managed by legacy systems or Atlassian systems.
How do I know if my account is integrated with Atlassian systems? If integrated, you’ll see the “Your Profile is linked to Atlassian” message at the top of your Personal Settings. Read more about Loom customer integration with Atlassian
Downgrade or deactivate (Atlassian billing only)
Only Atlassian billing admins and Atlassian organization admins can cancel Atlassian-managed Loom subscriptions.
1. Navigate to the Atlassian Admin portal from the left sidebar of your account, and select Billing. You’ll be routed to your centralized Atlassian Administration hub.
2. Select Subscriptions, find the Loom subscription, and select Manage.
3. If you have more than one Loom subscription active, note your Transaction Account ID, which is associated with your subscription.
4. Select Manage for the right entitlement of your Loom subscription.
5. On the next page, you should see your Active subscriptions.
6. Select the Loom subscription, and the page will redirect to the subscription details for your Atlassian-managed Loom subscription.
7. To cancel your subscription, select , then Deactivate.
8. Selecting Deactivate takes you to the final screen, where you can choose the reason for cancellation, then select Continue. After selecting Continue, there’s an option to either Downgrade to a Starter free plan or Continue to cancel.
9. On the final cancel subscription screen, select Cancel subscription.
10. After this, you will see the final cancellation confirmation, along with the exact date of your subscription cancellation.
Downgrade or cancel (Loom Legacy only)
Navigate to your Workspace Settings from the left sidebar of your account.
Select the Plan & Billing tab.
Under your account, select Manage Subscription to open the downgrade flow.
Select Downgrade to Starter to follow the downgrade flow.
Select the downgrade reason and Complete cancellation.
You'll still have access to the premium features until the end of your billing cycle, but you won't be charged anymore upon renewal. If you change your mind, you can always upgrade and manage your payment methods on your Plan & Billing page.
If you're on a Business + AI plan free trial you won't see the Manage Subscription button, but you won't be charged after the free trial period ends.
FAQ
What happens to my video and account access once I downgrade?
The follow will occur:
You will have a 5-minute recording limit.
You will have a 25-video limit. If your video count exceeds 25 you will still have access to all your videos. However, you will not be able to create a new recording until you upgrade your Loom plan or delete videos to move under 25 videos.
You will no longer be able to see Engagement Insights for videos in the downgraded Workspace.
You will no longer have custom branding, all video share pages will be restored to default settings.
You'll lose access to Business plan premium features.
You'll still have access to your spaces previously created, you just won't be able to create any new spaces.
If you had set up Single Sign-On (SSO), it will be disabled. You'll be able to resume logging in via the same method you were using prior to SSO being enabled. If you did not have an account prior to SSO is enabled, you'll need to reset your password.
How does downgrading affect other workspace members?
Workspace members will remain in the workspace and retain the same roles (Admins will remain the same). However, all workspace members will be limited to the recording, editing, and sharing capabilities of a Creator Lite role. You can have up to 50 Creator Lites in a Starer-free Workspace.
Why was I charged after canceling my subscription?
Cancellation occurs at the end of your billing cycle, and prorated charges for any new members added or upgraded are charged in your next billing cycle. If you added or upgraded a user after your last bill, you will see a charge the same day as your cancellation.
Example: You are on a monthly subscription and are billed on the 10th of every month. You canceled your Business subscription on February 12th, but upgraded a member to a Creator on February 15. On January 10th, you will be charged a prorated amount for the Creator added because the upgrade was never paid for. Your plan will also be canceled on January 10th, so you don't receive any further charges.
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