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Refund for service I dont recall agreeing to

Dan Turner_9bn911

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

Accepted answers

Tomislav Tobijas

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

All comments

Dan Turner_9bn911

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,

Tomislav Tobijas

Hey @Dan Turner ,

Cheers,
Tobi

Dan Turner_9bn911

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.

Screenshot 2026-05-14 134347.png

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:

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

E.g.,

Cheers,
Tobi

Dan Turner_9bn911

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

Screenshot 2026-05-14 144017.jpg