Refund for service I dont recall agreeing to

[Dan Turner]

I have been using loom happily for a long time, a while ago I got some confusing emails that lead me to believe I need to migrate to Atlassain. I created a new account and carried on. Today I have been invoiced for Loom Business. I imagine I did this but not knowingly. I have been charged roughly 5 times the amount I have been before. I have spent over an hour trying to request a refund for this as I do not need whatever service I somehow signed up for. The refund page gets in an endless loop of asking me to select stuff from dropdowns that I have no idea what they are.  How on earth do I get to somewhere where I can request whatever it is I signed up for is cancelled and refunded! It is so confusing

[Tomislav Tobijas · Accepted solution]

Hey @Dan Turner ,

You could use the following channel: Atlassian Support: Pricing, Billing & Licensing
Select Payments > Request a refund and then type in your invoice number (for which you want to request a refund).

Now, I'm not sure if this will apply to cases where Loom is still 'standalone app,' so not integrated with Atlassian.
If that's the case, select Other in "How we can help you?" input and describe your case there.

Cheers,
Tobi

[Dan Turner]

Thanks for your reply. I had got there and eventually worked out the 4 bits of info I needed. However I cant find my SEN number. Should appear in Licenses but I seem to have nothing.

Interesting about Loom. I want to keep that but the rest of it I dont want.

[Tomislav Tobijas]

@Dan Turner SEN has been replaced with EN number (mainly for cloud apps).

If your Loom is connected with your Atlassian Organization, you can do the following:

1. Navigate to https://admin.atlassian.com/billing/
2. Click "Manage" next to billing account (where Loom is located)
3. In "Subscription" tab, click on Loom subscription
4. On the top part of the page you should see your EN number for Loom

E.g.,

Cheers,
Tobi

[Dan Turner]

Thanks again @Tomislav Tobijas , Ah I had the EN number already but I appreciate you informing me the SEN number is no more. It still shows as part of the help.

When I raise the below and paste in my EN & invoice number there never seems to be a submit button, just endless dropdown boxes. How on earth do you progress this?

cheers,

Dan

[Tomislav Tobijas]

Ah yeah, it's tricky to actually submit a request there 😅

Once you fill those out, click on Need more help? > this will open a chatbot, but at the bottom there will be "Submit a support request" button.

Once you fill those things out, you'll be able to submit the ticket.

Yeah... It's not that intuitive :/

[Dan Turner]

Thanks again for your help.  I have at last submitted a support ticket!

[Dan Turner]

Ok I have now found everything I need except the SEN. It says it should appear under licenses but my account doesnt appear to list them,