Urgent: System error during cancellation / Refund request for accidental renewal

Question

Hi Loom Support Team,

RE

invoice 8706B301-0005

$198 USD

Please immediately cancel my Loom subscription and issue a full refund for the recent renewal charge.

I was actively trying to cancel my subscription before the renewal processed, but your system prevented me from doing so. I followed the standard cancellation steps to downgrade to the free Starter tier, but the interface only offered an option to downgrade to a paid $16/month plan. Because of this technical barrier in your system, my account was automatically charged against my wishes.

I no longer require Loom at all due to changes in my project work.

Intentionally making a cancellation path inaccessible or limiting choices to other paid plans is an unethical practice, and in many jurisdictions, it violates consumer protection laws regarding automatic renewals.

Please process this cancellation and refund immediately. I look forward to your prompt confirmation.

Tomislav Tobijas · Answer

Hi @Triveni West Communication & Design

I'd definitely recommend reaching out directly to Atlassian's Billing & Licensing Support team.

They should be able to review the charge, investigate the cancellation issue you've described, and assess your refund request. However, you'll need to submit an official support ticket, as we cannot process cancellations or refunds directly through the Community. ("we" as end users like yourself)

Select Payments → Request a refund, and explain that you attempted to cancel your Loom subscription before the renewal but were prevented from doing so by the system.

I've also put together a step-by-step guide explaining how to reach the Billing & Licensing team and submit a ticket, including what to do if you get stuck in the support process: How to Contact Atlassian Billing & Licensing Support – A Step-by-Step Guide 📚

One additional suggestion: since the Community is public, I'd recommend removing the invoice number from your original post and sharing those details directly with Support instead. 👈

Hope this helps, and hopefully the team can get this sorted out for you!

Cheers,

Tobi

Sebastian Krzewiński · Answer

Hi @Triveni West Communication & Design !

Unfortunately Community is not able to cancel this. Please raise request to Atlassian Billing Support Team →

https://www.atlassian.com/company/contact/purchasing-licensing

Regards,

Seba