Cancellation Loom: Easy Method

What is Loom

Loom as a video messaging SaaS for work

Loom is a video messaging and screen recording service used for work updates, tutorials, demos, and async communication. It was founded in 2016 and is now part of Atlassian, so if you see Atlassian support pages during cancellation, that is normal.

For Malaysian users, the main thing to know is that Loom works like a recurring software subscription, not a one-off purchase. Billing runs monthly or yearly, and the company says cancellation takes effect on the next renewal date, so you usually keep access until the current paid period ends "users can cancel their subscriptions at any time, with cancellations taking effect at the next renewal date" (loom.com).

What people usually pay for on Loom

Most paying users subscribe for longer recording limits, better editing tools, AI features, admin controls, and meeting summaries. The verified paid plan in the research is Business + AI at $24.00 (RM113) per month, with features such as auto-video enhancement, advanced editing, video-to-text automation, auto-meeting recap emails, auto-meeting notes, and admin tools (loom.com).

This matters during cancellation because many users worry they will lose premium access straight away. Loom's stated policy says access continues for the rest of the current billing period, and no prorated refund is issued for unused days (loom.com).

How Loom behaves in Malaysia

Loom does not publish local MYR billing as a native price list. The service supports USD pricing, and your card issuer converts the charge to ringgit, so a $24.00 (RM113) monthly plan may show a slightly different final amount depending on your bank's rate and foreign transaction handling (loom.com).

There is no known Malaysian cancellation office for Loom, no published phone support number, and no live chat in the verified support data. Practical support channels are the account settings flow, the Atlassian help page, and email at [email protected], with support listed as available 24/7.

How to cancel Loom without getting charged again

Checks to do before you press cancel

Many Loom users get annoyed because the billing date is easy to miss, then the next charge lands before they realise it. Before cancelling, log in and note your next renewal date, take a screenshot of your current plan page, and save any videos or workspace content you may need later.

This prep step saves a lot of headache lah. If you later need to dispute a charge, your best evidence is a screenshot showing the plan name, renewal date, and the page where cancellation was confirmed.

• Open your workspace billing area and capture the current plan screen.
• Check whether you subscribed on the web, App Store, or Google Play.
• Export or download important videos before the paid period ends.
• Save recent invoices, receipts, and the last charge amount.

Cancel on the Loom website through your account

If you subscribed directly on Loom, this is the main route. The verified click path is: log in to your Loom account, go to Workspace Settings, open the Plan & Billing tab, choose Cancel Subscription, then follow the on-screen instructions (support.atlassian.com).

Do this at least a few days before renewal, especially if your team workspace has multiple seats or billing changes in progress. A direct help page is available here: Loom downgrade or cancel guide.

• Log in to your Loom account.
• Go to Workspace Settings.
• Open Plan & Billing.
• Click Cancel Subscription.
• Complete the final confirmation screen.

Cancel through App Store or Google Play if that is where you subscribed

A common mistake is trying to cancel on the Loom website when the subscription was bought through Apple or Google. If payment goes through iPhone or Android app billing, you must cancel in that store, can or not on the Loom website depends on the original purchase channel.

For iOS, open App Store, tap your profile icon, tap Subscriptions, select Loom, then tap Cancel Subscription (support.atlassian.com). For Android, open Google Play Store, open the menu or profile area, tap Subscriptions, select Loom, then tap Cancel Subscription (support.atlassian.com).

• App Store route: Profile icon > Subscriptions > Loom > Cancel Subscription.
• Google Play route: Subscriptions > Loom > Cancel Subscription.
• Take a screenshot of the final cancellation screen.
• Check that the status changes from active renewal to ending on the next billing date.

Support, email, and postal proof if the self-service flow fails

The verified support details show no phone number and no live chat for Loom. If the button is missing, the billing page loops, or you think there is a billing error, send a clear email to [email protected] with your account email, workspace name, invoice date, amount charged, and screenshots of the issue.

If you want extra proof outside the platform, you can also send a registered letter, even though Loom handles cancellation online. Some users now use digital registered delivery services such as Postclic for timestamped proof of sending and receipt, which can be useful if a billing dispute later reaches your bank or TTPM.

• Email: [email protected]
• Phone: Not available
• Live chat: No live chat support available
• Support hours: 24/7

After you cancel, what actually changes on your account

You usually keep paid access until the renewal date

Many users worry that cancelling today means losing access today. Loom says cancellations take effect at the next renewal date, and users keep full access for the rest of the current billing period, so if your monthly renewal is on 30 August and you cancel on 12 August, you should still have paid access until 30 August (loom.com).

This same logic also applies when downgrading a workspace member to a free seat. The downgrade takes effect at the next renewal date, and the user keeps access for the remainder of the paid period, but there is no prorated refund for the unused portion after the downgrade request (loom.com).

If you do nothing, billing continues automatically by billing cycle

Loom's Terms do not use a strongly labelled auto-renewal clause in the research data, but the practical effect is clear: subscriptions are billed monthly or annually, and users are automatically charged at the beginning of each billing period unless they cancel before renewal (loom.com).

This is why the real deadline is not the end of the month in general. It is your own billing anniversary date shown in the account, App Store, or Google Play subscription page.

Data retention after cancellation is not clearly stated

Loom does not clearly state in the Terms what happens to user data after cancellation. If your workspace contains training videos, customer walkthroughs, or internal recordings, export what you need before the paid period ends and ask support in writing about retention for your specific account type (loom.com).

That gap in the policy is worth taking seriously. If the videos are important for your business, do not rely on access continuing forever after a downgrade to free.

Loom refund rules and what Malaysian users can realistically expect

The general refund rule is strict

If you are frustrated because you cancelled but still hope for a partial refund, the official policy is not generous. Loom says it does not provide refunds for charges made over 90 days ago, cancellation takes effect at the next renewal date, and no prorated refunds are issued for the unused portion of the current billing period (loom.com).

In plain language, if you cancel halfway through a month or year, you normally keep using the service until the end of that paid period, but you do not get money back for the remaining days. That is the part many users miss.

How to ask for a billing-error refund

Loom does allow room for review when you believe there is a billing error. The company says users should contact support with details of the issue, and Loom may provide a refund at its discretion depending on the circumstances (loom.com).

Your best chance is a short, evidence-heavy request sent fast. Include the account email, invoice number, transaction date, amount charged, screenshots of the cancellation page if any, and a sentence stating why the charge is wrong.

• Send the request to [email protected].
• Attach invoice and bank or card statement screenshot.
• State the exact disputed amount, such as $24.00 (RM113).
• Ask for written confirmation of the outcome.

Your position in Malaysia and when to escalate

In Malaysia, the Consumer Protection Act 1999 applies to many consumer transactions, but it does not create a universal cooling-off period for all software subscriptions. The research data also says Loom's Terms do not specify a cooling-off period or withdrawal right for Malaysia, so for an ordinary online Loom subscription, your refund argument usually depends on billing error, misleading presentation, or unauthorised recurring charging rather than a simple change of mind.

If the charge looks unauthorised or the company ignores clear evidence, you can dispute the recurring card transaction with your issuing bank. In Malaysia, chargeback timeframes are usually around 60 to 120 days from the transaction date or from when the problem was discovered, under Bank Negara Malaysia's consumer protection framework.

Loom subscription terms that matter before and after cancellation

Trial conversion, commitment, and renewal timing

Loom offers a 14-day free trial for the Business + AI plan, and after the trial period, users are automatically charged unless they cancel before the trial ends (loom.com). If you signed up only to test one feature, set a reminder a few days before day 14.

The Terms data also says there is no specified minimum commitment duration. That means you can cancel at any time, but the cancellation only takes effect at the next renewal date, not instantly mid-cycle (loom.com).

What the Terms do not clearly say

The Terms data in this research does not clearly specify what law governs the contract, how disputes are handled, or what happens to data after cancellation (loom.com). For Malaysian users, that means practical evidence becomes more important if there is a problem: screenshots, invoices, support emails, and bank statements.

When policy wording is thin, the safest move is very simple. Cancel early, keep proof, and ask support direct questions in writing about data retention or seat downgrades before your billing date.

Loom plans and pricing for users in Malaysia

Current verified subscription pricing

Prices are approximate, converted from USD at the rate 1 USD ≈ 4.72 MYR. Your bank may apply a slightly different exchange rate or foreign transaction cost, so check the official site for the exact charge.

Is Loom expensive for what you get

Based on the verified data, the only confirmed recurring paid plan in this research is Business + AI at $24.00 (RM113) per month (loom.com). That places Loom above budget tools such as ScreenPal at $4.00 (RM19) per month and above Tella Pro at $19.00 (RM90) per month, but below Veed.io Pro at $29.00 (RM137) per month.

If you mainly need quick screen recordings, Loom can feel pricey once the free plan's 5-minute video limit starts getting in the way. If you are paying mainly for AI summaries and admin features, the monthly price may still make sense for teams, but solo users should compare alternatives before the next renewal.

Your rights in Malaysia when a Loom cancellation goes wrong

The laws that matter for a subscription dispute

In Malaysia, subscription complaints usually sit under the Consumer Protection Act 1999 for unfair practices and consumer redress, while card dispute handling sits under Bank Negara Malaysia's financial consumer protection framework. For direct sales contracts, the Direct Sales and Anti-Pyramid Scheme Act 1993 gives a 10 working day cooling-off period, but that is not a blanket rule for all online SaaS subscriptions.

For Loom specifically, the research says the Terms do not specify a cooling-off period or a withdrawal right for Malaysia. So if you subscribed online in the normal way, your strongest complaint is usually about an incorrect charge, unclear billing, or failed cancellation rather than a general right to change your mind.

How to complain to KPDN and TTPM

If Loom charges you after a valid cancellation attempt and support does not fix it, start by sending one final written complaint with a deadline of 7 days. Attach the cancellation screenshot, invoice, card statement, and support emails.

If there is still no resolution, you can complain to KPDN and consider filing at the Tribunal for Consumer Claims Malaysia, known as TTPM, for a consumer claim within its jurisdictional rules. For telecoms or communications-related issues, MCMC may also be relevant, but a billing dispute on a software subscription is usually more practical through KPDN, TTPM, and your bank.

• Step 1: Send a final written complaint to Loom support.
• Step 2: File a complaint with KPDN if the charge remains unresolved.
• Step 3: Consider TTPM for a consumer claim with your evidence bundle.
• Step 4: Ask your bank for a chargeback on the recurring card transaction if needed.

Useful Malaysian authorities and what to prepare

Prepare a simple file with your Loom account email, invoice copies, the charge amount such as $24.00 (RM113), screenshots of the cancellation path, and all support replies. This is the kind of file that helps KPDN, TTPM, or your bank assess the case faster.

For public information, use KPDN and TTPM official channels, and keep your complaint factual and dated. Mention the exact day you cancelled, the exact day you were charged, and the exact amount taken.

What customers say about cancelling and dealing with support

Overall verdict from the review sample

Overall rating in the sample: 0 positive and 5 negative reviews out of 5. Based on this small but consistent sample, Loom cancellation looks more frustrating than smooth, mainly because of support access, billing confusion, and fear of losing paid features too early.

That does not mean Loom is a bad product overall. Users still choose it for quick video messaging and easy recording, but the cancellation and support experience in this sample is clearly weak, and local complaints also mention slow support replies and the free plan's 5-minute limit.

Recurring themes in user feedback

Individual user comments worth knowing

• "Very disappointing customer support experience. I paid for Loom Business, but when I tried to downgrade or cancel to avoid future charges, I lost access to features I had already paid for during the current billing period." (TrustPilot)
• "It is very difficult to contact customer support from within the Loom platform. For a paid business tool, finding a clear way to open a support ticket should be easy, but instead it felt hidden and confusing." (TrustPilot)
• "I tried to go and delete my account, but it says I have an outstanding invoice, even though I never agreed to subscribe in the first place. It just sends me around in circles. Very frustrating." (Atlassian Community)

Documentation checklist before and after you cancel

What to save before cancellation

If Loom later says the workspace was not cancelled, your screenshots matter more than memory. Save the plan page, the billing page, your next renewal date, and a list of any videos or workspaces that matter to you.

• Screenshot of Plan & Billing page.
• Screenshot showing next renewal date.
• Copy of recent invoice or receipt.
• Exported videos or downloaded files.

What to keep for refund or dispute requests

For a billing error claim, gather the transaction ID, card statement entry, charge date, and exact amount charged, such as $24.00 (RM113). If support replies, save the whole email thread and do not rely only on the in-app message view.

After cancellation, keep the confirmation email or the final success screen. Then check your bank or card statement after the expected renewal date to make sure no new charge appears.

Common Loom cancellation mistakes that cause extra hassle

Cancelling in the wrong place

The most common mistake is trying to cancel on Loom when the subscription was bought through App Store or Google Play. If Apple or Google is billing you, the store controls the subscription, and the Loom dashboard may not stop the recurring store charge.

Real-world example: a user thinks the account is closed because they removed the app, then a new monthly charge lands. The fix is simple: confirm the billing source before doing anything else.

Missing the trial or renewal deadline

Loom offers a 14-day free trial for Business + AI, and the account is automatically charged after the trial unless you cancel before it ends (loom.com). If you wait until the last day and the timezone or app flow delays you, you may still be billed.

The safer move is to cancel at least 48 hours early and keep the proof. You still keep access for the remaining trial or paid period according to the platform rules shown to you.

Expecting a prorated refund after cancelling

Many people assume cancelling halfway through a month means getting half the money back. Loom says no prorated refunds are issued for the unused part of the current billing period, so expecting one without a billing-error reason usually leads nowhere (loom.com).

If your reason is only that you no longer need the tool, use the remaining paid time fully and export your files before the end date. If the issue is a wrong charge, frame it as a billing dispute and attach evidence.

Not saving proof because the flow looks successful

Several complaints point to confusing pages and support loops, so never trust memory alone. One screenshot of the final cancellation page can save days of back-and-forth if a renewal still hits your card.

Good proof includes the date, plan name, and visible account email on screen. If possible, save the confirmation email and the browser URL as well.

Waiting too long to escalate a bad charge

If Loom support does not reply or the answer makes no sense, do not let the case drag on for months. Malaysian card disputes usually work best when raised quickly, often within 60 to 120 days depending on your bank and card network rules.

Send one clear follow-up, then move to your bank, KPDN, or TTPM with your evidence file. Senang story if your documents are already organised.

A side by side look at Loom cancellation methods

Comparison table

How to choose the method that fits your case

Web cancellation is the fastest when you subscribed direct. App Store and Google Play are fine if the store is the billing source, but they are easy to overlook because users often search inside Loom first.

Registered mail is slower and not the normal route for Loom, yet it can still help when you need an extra evidence trail for a dispute. No cancellation fee or early termination fee was found in the Terms data.

What to do after cancelling so the charge does not come back

Immediate checks in the first 10 minutes

Right after cancellation, verify that the account shows an end date or a non-renewing status. Take one last screenshot, save the email confirmation, and place a calendar reminder for 2 days before and 2 days after the expected renewal date.

This tiny habit catches most mistakes early. If the cancellation screen did not show clearly, email support the same day and ask for written confirmation.

Monitor your bank statement and use chargeback only if needed

Watch your card or bank statement through the next billing cycle. If a new Loom charge appears after a valid cancellation, contact Loom immediately and also ask your bank about disputing an unauthorised or recurring card transaction.

In Malaysia, this is commonly called a chargeback or card transaction dispute, and the timeline is often around 60 to 120 days depending on the bank. The process sits within Bank Negara Malaysia's complaint-handling framework under the Financial Services Act 2013 or Islamic Financial Services Act 2013.

Alternatives if you still need a screen recorder

If you are cancelling because of price or support frustration, there are usable alternatives. Tella starts with a free option and a Pro plan at $19.00 (RM90) per month, ScreenPal has a free tier and Solo at $4.00 (RM19) per month, and Descript starts at $12.00 (RM57) per month.

If you only need basic quick recording, Cap is free and open-source. If your focus is branded external videos, Veed.io Pro starts at $29.00 (RM137) per month, which is higher than Loom's verified monthly Business + AI price.

Useful links

• Loom pricing
• Loom cancellation help
• Loom Terms of Service
• Tribunal for Consumer Claims Malaysia

Where to send a cancellation request if you want an address

No Malaysian cancellation address was found

No physical cancellation address in Malaysia was found in the verified research. Loom appears to handle subscription cancellation online through the account billing area, with support handled through Atlassian channels and email.

That means the practical route is digital, not postal. If you need proof for a dispute, use account screenshots, support emails, invoices, and if necessary a registered delivery method for your written complaint.

The practical address for most users is the billing page

For direct subscriptions, go to Workspace Settings > Plan & Billing > Cancel Subscription. For App Store or Google Play purchases, use the subscription tools inside Apple or Google instead of searching for a postal office or local branch.

If the online flow breaks, write to [email protected] on the same day and include your screenshots. That gives you a dated paper trail, which is exactly what you need if the next charge appears and you have to escalate in Malaysia.