Can't cancel glitched Loom free subscription

[Jane Michael]

I signed up for 14 free days of Loom, as I needed to access a video, but it glitched and I was never able to access it (it wouldn't even let me select Loom as my app when entering this question!), and now I keep getting emails asking for my bank details. I've tried to go in and delete my account, but it says I have an outstanding invoice, even though I never agreed to subscribe in the first place.

It's just sending me around in circles. So frustrating!

[Ajay _view26_ · Accepted solution]

Hi @Jane Michael 

Sorry to hear you're stuck in this loop! Since the issue involves a billing dispute (you never agreed to subscribe), the best path is to contact Loom/Atlassian Support directly rather than trying to cancel through the UI:

1. Go to https://support.loom.com and submit a billing support ticket explaining you never activated the trial or used the product.
2. Mention that the signup glitched and you were never able to access Loom.
3. Request that the invoice be waived and the account deleted.

Atlassian support can manually clear invoices in cases of technical error. Don't provide your bank details to any email — only interact via the official support portal. You should receive a resolution within 1–2 business days.

[Jane Michael]

Hi Ajay, thank you for such a quick reply. I just visited the link you provided and I can't see anything about lodging a billing support ticket ... the only vaguely relevant thing that shows up is billing and licensing FAQs

[Jane Michael]

That just sends me back into the same loop. Can you help please

[karyssa palmer]

Hey! I'm having the same issue. Were you able to get this resolved? I tried the solutions mentioned but submitting a billing ticket doesn't have a submit button anywhere and just tries to make me do some self help suggestions.

[Jane Michael]

I had the same thing happen, Karyssa, but if you keep going down the page and add images etc a button will eventually appear

[Arkadiusz Wroblewski]

Hello @Jane Michael 

@Ajay _view26_  There may be a little misunderstanding here. If you want to open a ticket, the support portal is still here:
https://support.atlassian.com/

Support is still your best option for this, because this is a community forum and nobody here can look behind your specific setup.

P.S: Opening multiple threads will not really help in this case.