Account upgraded to Business, but can't make videos longer than 5 min

Question

Hey there,

I've been struggling so bad with this Loom account. I need it to work ASAP!

I have upgraded to a Business plan but I still see the 5 min recording limit. I believe there's an issue with my account, and need immediate support.

Thanks.

Tomislav Tobijas · Answer

@Sabrina Dostie I'm just curious if you've managed to sort this out. I know the struggle of 5-min limit (don't know if like 10% of my videos are under that time 😅)…

If you've managed to resolve this, any chance you could share what the root cause was here?

Cheers,

Tobi

Arkadiusz Wroblewski · Answer

@Sabrina Dostie

One quite important detail to add to Anwesha’s reply, be sure your Business workspace is explicitly set as your default workspace under Personal settings → Manage on Loom → Default workspace. Loom uses this setting to determine your recording features. Here’s the official guide.

When limit remains after that and the sign-in checks above, contact Purchasing & Licensing Support so they can check your paid subscription. Include your workspace URL, payment reference and a screenshot of the limit in the private request.

Best,

Arek🤠🧙‍♂️

Anwesha Pan · Answer

Hi @Sabrina Dostie

Since you upgraded to Business plan, Loom often attaches the upgrade to a new or specific workspace, while your Desktop App or Chrome extension remains connected to your free Personal/Starter workspace.

Follow the below 3 quick-to-resolve options:

* Switch to your upgraded workspace* Open Free screen recorder for Mac and PC | Loom and log in.
* In the top-left corner, click your Workspace Name / Dropdown menu.
* Check if you have multiple workspaces listed (e.g., Personal vs. Company / Business).
* Select the Business Workspace.
* In the Loom Desktop App or Chrome Extension: Click your avatar/profile icon in the recorder, check the active workspace, and switch it to your Business workspace.

* Clear cache & cookie, it won't recognize the Business tier until you re-authenticate:* Desktop App:* Click your profile avatar inside the Loom Desktop App.
* Click Sign Out.
* Fully quit the app (right-click in dock/system tray → Quit).
* Relaunch Loom and Log in again.

* Chrome Extension:* Right-click the Loom extension icon → Manage Extension → Toggle off and back on (or reload extension).
* Sign out and back in at Free screen recorder for Mac and PC | Loom.

* Check your role* On Loom Business plans, unlimited recording time is only active for users assigned a Creator / Admin seat:* Go to https://www.loom.com/settings/members (or click Settings ⚙️ > Members & Workspaces).
* Find your email address in the member list.
* Ensure your role is set to Admin or Creator (if it is set to Viewer or Lite Member, change it to Creator to unlock unlimited recording time).

I hope this helps & resolves your issue. 🙂

Thanks,

Anwesha