Loom Upgraded Me to Business + AI Without Payment Information, Shows a $24 Balance, and Won’t Let Me

Hello,

I am experiencing a very frustrating issue with my Loom/Atlassian account, and I would appreciate help from anyone who has experienced something similar or from someone on the Atlassian/Loom team.

On July 29, 2026, I received an email from Loom informing me that I had started a free 14-day Business + AI trial, which would end on August 12, 2026.

The email clearly stated that in order to continue using the Business + AI plan after the trial, I needed to add payment information by August 12. It also explicitly stated that if I did not add payment information and remained below the user limit, my account would automatically be moved to the Free plan when the trial ended.

I never added any payment information. My billing page still shows “Payment info: None.” I also never knowingly purchased a paid Loom plan, completed a checkout for a paid subscription, or authorized a paid subscription.

Despite this, after the free trial ended, my account was not moved to the Free plan as stated in the email. Instead, it now shows Business + AI – Monthly, and I am receiving a warning about an unpaid balance. The billing page also shows an amount of USD 24.

I do not accept or agree to pay this $24 charge/balance, because I never requested a paid subscription, never added a payment method, and was explicitly told by Loom that without payment information my account would automatically revert to the Free plan.

This appears to directly contradict the terms communicated to me in Loom’s July 29 email.

To make matters worse, I now want to permanently delete my account, but I cannot do so. I have already deactivated the subscription, but it is still shown as “Deactivation pending.” Because this entitlement remains associated with my account, Atlassian will not allow me to delete the account.

I am asking Atlassian/Loom to manually remove the Business + AI entitlement immediately, remove the disputed USD 24 outstanding/unpaid balance, and allow me to permanently delete my account.

I can also provide screenshots of the July 29 email stating that I would automatically be moved to the Free plan, as well as my billing page showing “Payment info: None.”

I would appreciate it if someone from the Atlassian/Loom team could investigate and resolve this issue.