My free trial has been upgraded to a premium plan and I can’t cancel the subscription.

Francesca Lo Casto

Hello!

Last month I signed up for a free trial and it was upgraded to a premium plan without me being notified. Now I’m being asked to pay $24, otherwise my account will be deleted. I don’t want the premium plan, but I can’t cancel the subscription, when I try, an error message appears.
What should I do?

Arkadiusz Wroblewski

Hello @Francesca Lo Casto

i’m sorry to hear about this! Loom generally allows downgrading to the Starter Free plan, but it has a 10-user limit, which might prevent your downgrade if you exceed that number.

I suggest contacting Loom Support through the “?” help button in your account. You can also check the official cancellation instructions in the provided link.
https://support.atlassian.com/loom/docs/downgrade-or-cancel-your-loom-plan/

Please ask Support to review your subscription and the $24 payment request before making any payment.

Best,

Arek🤠🧙‍♂️