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Unrecognized Subscription and Account Deletion

Reza Mesgaran

Hello Atlassian Support,

I don't know how this Loom subscription was activated, and I have never used the service.

After receiving your payment email, I logged in and immediately deactivated the subscription. However, I still cannot delete my account due to billing restrictions and open invoice requests.

Please confirm that I won't be charged, resolve any outstanding billing issues, and help me permanently delete my account.

Thank you,

Accepted answers

Violeta Tuncheva

Hi @Reza Mesgaran,

Following the deactivation of your Loom subscription, you should not be charged and no further payment is required.

To delete your account, please create a support ticket at Atlassian Support under “Personal Data and GDPR" - select "Request a copy of your personal data" and state the reason that an Atlassian account deletion is required. Add a link to this Forum post to the ticket as well.

After validating your eligibility and authentication, our support team can help expedite a request. Please know we can only accelerate Atlassian account deletion to the earliest of 15 days.

Kind regards,
Violeta

All comments

Lalithesh

Hi @Reza Mesgaran

Welcome to the Atlassian Community!

This is a public forum and we cannot access to your instance/ site to help you with this. You can reach out the Loom support or https://support.atlassian.com/contact#/ to get this sorted.

Cheers!

Rilwan Ahmed

Hi @Reza Mesgaran ,

I have flagged this post to Atlassian Support. Someone from Atlassian team will look into this post and reply in 2 days.

Tomislav Tobijas

Hi @Reza Mesgaran ,

Just to add a couple of things:

You can check any remaining subscriptions and outstanding invoices through Atlassian Administration - Billing.
Deactivating a subscription doesn't necessarily resolve outstanding invoices or immediately remove billing restrictions.
Since you're dealing with an unrecognized subscription, I'd recommend contacting Atlassian Billing & Licensing Support directly to confirm whether any charges are due and request assistance with account deletion.

I've recently published a step-by-step guide on contacting Atlassian Billing & Licensing Support, which might help you navigate the support request process. 📚

Make sure to share any invoice details or payment information privately with Support, rather than here in the public Community.

Cheers,
Tobi

Violeta Tuncheva

Hi @Reza Mesgaran,

Following the deactivation of your Loom subscription, you should not be charged and no further payment is required.

After validating your eligibility and authentication, our support team can help expedite a request. Please know we can only accelerate Atlassian account deletion to the earliest of 15 days.

Kind regards,
Violeta

Reza Mesgaran

I tried to delete my account through https://id.atlassian.com/manage-profile/close-account , but I received an error message preventing me from doing so.

Please resolve this issue so I can delete my account myself.

Tomislav Tobijas

Have you also checked Atlassian Administration – Billing to see whether there are any outstanding invoices or active subscriptions that might be preventing account deletion?

If everything looks fine there but you're still receiving the error, I'd recommend following Violeta's instructions above and contacting Atlassian Support directly.

I've also shared a step-by-step guide on contacting Atlassian Billing & Licensing Support in my earlier reply, in case you need help submitting a request.