Loom Customer Integration with Atlassian: Pricing, Billing, and Role Changes
Your Loom workspace will soon be integrated with Atlassian and this integration brings several important updates to pricing, billing, and user roles. This article explains what's changing and what actions you may need to take.
Quick Summary
What's changing:
Pricing adjustments to align with current list prices
Tax collection in accordance with local regulations
New user tier pricing structure for annual plans
Volume-based discounts for monthly plans with 100+ users
Creator Lite role discontinuation
Pricing Changes
Why Loom Pricing Is Changing
Loom has evolved. What started as a simple screen recorder is now an AI-powered video workspace that teams depend on daily for async communication, collaboration, and productivity.
Pro tip: Curious how much your team depends on Loom? We'll be sending you a detailed email showing your workspace's aggregate activity and the time your team has saved using Loom (search for an email with the subject line: “Here's how the Atlassian integration affects your pricing” to view the data).
Over the past few years, we've shipped transformative features — AI-powered video enhancements, advanced editing tools that make anyone look professional, enterprise-grade security controls, and seamless integrations that make video work everywhere you do. These innovations require significant, sustained investment to build and maintain. You can view the full list of everything we’ve shipped here.
In 2024, we adjusted pricing for new customers to reflect this expanded value. Now, as Loom joins Atlassian and we accelerate our product roadmap, existing customers will see their first price increase. This update ensures we can continue building the platform modern teams rely on while delivering even more value in the years ahead.
Billing Changes
There are a number of changes in the way that Loom will be billed using Atlassian’s cloud billing engine.
Pricing based on user tiers (Annual plans only)
Volume based discounts on Monthly plans
Tax collection
User Tier Pricing (Annual Plans)
Previously, Loom charged on a straightforward per-user basis. With the Atlassian integration, annually billed customers will move to a user tier pricing model.
How user tiers work:
You pay a flat rate per user within your tier. When you add users and move into a new tier, your per-user rate adjusts accordingly. Note: The per user rate does decrease as you purchase higher user tiers, though customers won’t see the benefit of this discount unless they’ve filled all the users in that tier.
Example:
If you have 200 users, you're in the 101-200 user tier and pay that tier's total price
When you add your 201st user, you move to the 201-300 user tier, which has a different total price
This model allows for more predictable billing as your team grows within a tier
Volume Discounts (Monthly Plans)
Customers on monthly billing plans with 100 or more users will be eligible for volume-based discounts per paid seat. This provides cost savings for larger teams while maintaining billing flexibility. Adding users mid-billing cycle will be similar to the legacy Loom billing model, wherein you are charged a prorated cost that will be added to your next invoice. See more about Atlassian’s maximum quantity billing here.
Annual vs. Monthly: Cost Savings
Annual plans remain the most cost-effective option. You can save up to 17% by choosing an annual plan over monthly billing. If your team's size is relatively stable, an annual plan offers significant savings.
Tax Collection
Starting with your integration date, Loom will begin collecting taxes in accordance with local regulations. This change aligns Loom's billing practices with Atlassian's global tax compliance policies.
What this means for you:
Taxes will appear on your next invoice as required by law in your country
The specific tax amount depends on your location and local regulations
For more information about Atlassian's tax compliance, see this FAQ
User Role Changes
Creator Lite Role Discontinuation
As part of the Atlassian integration, we're discontinuing the free Creator Lite role. To ensure uninterrupted service for your team, all Creator Lite users will be automatically upgraded to full Creator (paid user) status.
What this means:
Creator Lite users will gain:
Unlimited recording capabilities (no more 25 video limit)
Unlimited recording length (no more 5-minute limit)
Access to full workspace features, including all AI-powered features!
Grace Period and Decision Time
You'll have a grace period between your integration date and your next billing date to decide which users you want to keep as paid members. During this time we will remind you to make this decision via email and via a banner in the app.
During this grace period:
Your formerly Creator Lite users can test unlimited recording features
You can evaluate who you want to be upgraded on your next invoice
There's no additional charge until your next billing cycle
How to Review and Manage Your Users
We've made it easy to review workspace activity and make informed decisions about your paid seats.
To review user activity:
Log in to your Loom account
Go to Workspace Settings > Members
You should see a button to Download Data, in the dropdown choose Download last 6 months of user activity
This will give you a CSV of user data such as total videos recorded, viewed and more
Use this data to determine which users should remain as paid members
To deactivate users prior to your integration:
Go to Workspace Settings > Members
Select the user(s) you want to deactivate
Follow the prompts to remove them from paid status
Once you’ve been integrated, you will deactivate users in Atlassian Administration. You can still access this from your Workspace Settings > Members and you will be redirected to Atlassian Administration where you can manage your users.
Important: Any users not deactivated by your next billing date will automatically be added to your next invoice as paid members.
Pro tip: If you upgrade to an annual plan before your scheduled workspace integration, your Creator Lites will be able to enjoy their new access for a full year. If you do this, please note that your workspace will be integrated not in December but at a slightly later date as this integration is a rolling program.
Your Integration Checklist
To ensure a smooth transition and uninterrupted service, Admins need to complete the following actions:
☐ Update Your Billing and Tax Information (Required by your integration date)
Who needs to do this: All Admins, especially those paying by invoice
Steps:
Log in to your Loom account
Navigate to Workspace Settings > Billing
Review and update your billing address when prompted
If you're a business, enter your tax ID (VAT, GST, or other local tax number) when prompted
Why it matters:
For invoice customers: Providing a valid tax ID and address is required for workspace migration
For VAT countries: Providing your VAT ID may exempt you from certain taxes
For US customers: You'll be able to submit your tax exemption certificate after migration is complete
How you'll know if action is needed:
Email notifications alerting you to invalid or missing information
In-app banners in your Loom workspace
You can proactively check anytime in your account's Billing tab
Important note:
Seat expansion between your integration and your billing date will be subject to taxes
☐ Review and Manage Creator Lite Upgrades (Complete before your next billing date)
Who needs to do this: Admins with Creator Lite users in their workspace
Timeline:
Integration date: Your Creator Lite users are automatically upgraded to full Creators at no charge
Your next billing date: You'll be charged for all Creator users unless you take action during the grace period
Steps prior to integration:
Log in to your Loom account
Go to Workspace Settings > Members
Download a CSV of your users' activity to review usage
Decide which upgraded users you want to keep as paid members
Deactivate any users you don't want to pay for before your next billing date
Important: Watch for email and in-app reminders during your grace period to help you make this decision.
Steps after integration:
Log in to your Loom account
Go to Workspace Settings > Members
Download a CSV of your users' activity to review usage
Decide which upgraded users you want to keep as paid members
To deactivate users, see here.
Frequently Asked Questions
Pricing Questions
Why is my pricing changing?
As part of the Atlassian integration, we're transitioning to list price to reflect Loom's current capabilities and the significant investments we've made in the platform over the past few years. Many legacy customers have been enjoying pricing that predates major feature additions like AI capabilities, enterprise security, and advanced collaboration tools. Learn more about Loom's product investments.
Can I stay on my current pricing?
As part of the Atlassian integration, pricing is transitioning to current list prices to reflect the platform's capabilities and the investments we've made. We'll be sending you detailed workspace activity data to help you understand the value and ROI Loom delivers to your team.
When will my new pricing take effect?
Your price increase will take effect upon your first billing date after your integration with Atlassian.
What are user tiers and how do they work?
User tiers apply to annual plans. Instead of paying per user, you pay a flat rate per user within your tier. When you add users and move into a new tier, your per-user rate adjusts. For example, if you have 200 users, you're in the 101-200 user tier. When you add your 201st user, you move to the 201-300 user tier at a different total price.
Do monthly plans have user tiers too?
No, monthly plans don't use user tiers. However, monthly customers with 100 or more users are eligible for volume-based discounts per paid seat.
What happens if I add users mid-billing cycle on a monthly plan?
Adding users mid-billing cycle works similarly to the legacy Loom billing model. You'll be charged a prorated cost that will be added to your next invoice. Learn more about Atlassian's maximum quantity billing.
How do I switch from monthly to annual billing?
To take advantage of up to 17% in savings you can visit your Plan & Billing page within your Workspace Settings, and select on Manage Subscription. See step by step guide here.
Where can I see current list pricing?
View current pricing here.
Creator Lite Questions
What's happening to Creator Lite users?
The Creator Lite role is being discontinued as part of the Atlassian integration. All Creator Lite users will be automatically upgraded to full Creator (paid user) status to ensure uninterrupted service.
When will Creator Lite users be upgraded?
Creator Lite users will be upgraded on your integration date. You'll have a grace period between your integration date and your next billing date to evaluate which users you want to keep as paid members.
Will I be charged immediately for upgraded Creator Lite users?
No, you won't be charged until your next billing date after integration. This gives you a grace period to review user activity and decide which users to keep as paid members.
How do I decide which users to keep?
Download a CSV of your users' activity from Workspace Settings > Members. This will show you who's actively using Loom so you can make informed decisions about which users provide value to your team.
What if I don't deactivate any users before my next billing date?
Any users not deactivated by your next billing date will automatically be included in your next invoice as paid members. We'll send you email reminders and show in-app banners to help you remember to make this decision during your grace period.
What features do upgraded Creator Lite users get?
Upgraded users will have:
Unlimited recording capabilities (no more 25 video limit)
Unlimited recording length (no more 5-minute limit)
Access to all full workspace features
Why does my user activity CSV look the same after I deactivated users from my account?
This data is refreshed on a weekly basis.
Billing and Tax Questions
When will these changes take effect?
Changes will take effect on your integration date. Your specific integration timeline will be communicated to you via email and you will also get an email confirmation when you have been successfully integrated with Atlassian. Your price increase will take effect upon your first billing date after your integration with Atlassian.
Do I need to update my billing information if I pay by credit card?
Yes, all customers should review and update their billing information to ensure tax compliance. However, it's especially critical for customers who pay by invoice, as providing a valid tax ID and address is required for workspace migration.
What if I'm in a VAT country?
If you're in a VAT country, providing your VAT ID may exempt you from certain taxes. Be sure to enter this information in your billing settings to ensure you receive any applicable exemptions.
I'm a US customer seeking tax exemption. What should I do?
You'll be able to submit your exemption certificate after your workspace migration is complete. We'll provide instructions on how to submit your certificate at that time.
What happens if I don't update my billing information?
If your billing information is invalid or missing by your integration date, your workspace may not be eligible for integration. Similarly, invoice customers will not be able to migrate without valid tax information. We will try to integrate your workspace at a later date, though we cannot guarantee when this date would be.
How will I know if my billing information needs updating?
If your current information is invalid or missing, you'll receive email notifications and see in-app banners in your Loom workspace. We recommend proactively checking and updating your information in your account's Billing tab now to avoid any issues.
Need More Help?
Our team is here to support you through this transition.
Support: Contact our Support team for technical questions
Atlassian Integration: Learn more about Loom's integration with Atlassian
Thank you for being a valued Loom customer. We're excited about this next chapter and the continued innovation it will enable.
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