Been in an edless cycle. Very frustrating that the most expensive option, that i don't use, is impossible to cancel.
Any helpful seuggestions here?
Hi @John Newbury,
Fastest option if you're done fighting the UI: open a ticket with Atlassian Support at https://support.atlassian.com/contact/ and ask them to cancel it. Billing is their area and they can see which account the subscription sits on.
If you'd rather do it yourself, the loop usually happens because there are two different cancel paths, and people end up in the one that doesn't apply to their account.
First, check which one you're on. In Loom go to your Personal Settings. If you see "Your Profile is linked to Atlassian", billing runs through Atlassian. If not, it's a legacy Loom account.
Linked to Atlassian:
This only works if you're a billing admin or org admin on that Atlassian org. If you're not, it'll keep bouncing you around, and that's probably your loop. Whoever set it up has to do it or give you the role. If you don't know who that is, the support ticket is the way to go.
Legacy Loom:
Either way it stops at the end of your current billing period, and you keep access until then.
https://support.atlassian.com/loom/docs/downgrade-or-cancel-your-loom-plan/
Hi @John Newbury
If your Loom billing has moved to Atlassian, open Atlassian Billing, then Subscriptions → Loom → Manage → … → Deactivate and follow through to the cancellation confirmation. You’ll need billing or organization admin access.
If that’s the process already sending you in circles, submit a cancellation request to Purchasing & Licensing Support. Include where the process gets stuck and any invoice reference in the private request so they can investigate your subscription. We as Community members cannot assist more.
Best,
Arek🤠
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