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Why was I charged $144 for a deleted account? Seems common practice for Loom

Tharvey

I got an email weeks ago saying that Loom was going to charge me $144 for my annual subscription renewal. Shocked because I did NOT have it on auto-renewal, I logged in to confirm, I DEFINITELY DID NOT have it on autorenewal (should have taken a screenshot). So since I never use Loom anymore I deleted the account.

Well, I just now got charged the $144.

Can't login to get support, because the account doesn't exist anymore.

Would anyone like to join me in a class action lawsuit regarding fraudulent billing practices without my approval? I'm going to get WAY more than my $144 subscription fee back from a company that thinks they can do this shady (and illegal) billing practice, and make it so hard to contact support if you don't have an account.

Accepted answers

Annie Martens

Hey Tim,

Annie here from Support. We chatted in the ticket you opened, but I saw your post and wanted to close the loop here. For posterity, we suspect that you may have had multiple Loom accounts, and taken the deletion action against one of them, but not the other, which is what caused the billing to continue when you didn't expect it to.

I just checked back on the ticket you have open with us and see that one of our Support Engineers has been able to get everything resolved for you.

I'm sorry for the confusion and frustration you encountered with this, but hopefully you are all set now!

All comments

Kris Klima _K15t_

Hi @Tharvey and welcome to the Community

Try this page https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

There is a section about using a No Login option to get support

Login troubles? (No‑login path)

If you can’t access your account to open a ticket, use this no‑login path:

Visit our support page: https://www.atlassian.com/company/contact
Select “Pricing, billing and licensing.”
Continue without logging in.
Enter your email.
In “How can we help you,” select “Other.”
Skip the URL fields if they don’t apply.
Describe your issue in “Your Question.” This will open a ticket with Atlassian Support.

Annie Martens

I'm sorry for the confusion and frustration you encountered with this, but hopefully you are all set now!

Coach Will Hardy

Yeah this is weird...I also recently noticed a charge of approximately $375 on my Loom account...

I’m a bodybuilding coach and mainly use Loom to record educational videos and weekly client check-in responses. Over time, I added members of my coaching community so they could access and view content. I just didn’t realize that eventually, (out of no where) these users would be treated as billable workspace members and generate additional seat charges...

Before, my Loom costs were approximately $20–30 per month, so this new $375 renewal amount came as a big surprise. I already began removing members and intend to cancel the subscription/workspace moving forward.

For any administrator or employee at Loom/Atlassian reading this, given that this was an unintentional configuration mistake and not my intent to expand to a multi-user business account, I would greatly appreciate consideration for a refund or just an adjustment back to the usual billing amount ($20-30 or whatever it was before) for this recent charge.

I’m happy to provide any additional information you may need.

Thanks,
Coach Will Hardy

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