Cancel Loom: Step-by-Step Guide

How to cancel Loom in malaysia and stop unwanted charges

What Loom is and how it charges you

Loom is a video messaging and screen recording service designed for workplace communication, tutorials, demos, and asynchronous updates. Founded in 2016 and now owned by Atlassian, Loom functions as a recurring software subscription rather than a one-time purchase. If you see Atlassian support pages during your cancellation process, that is normal and expected.

For Malaysian users, the critical point to understand is that Loom operates on monthly or yearly billing cycles. According to Loom's stated policy, cancellation takes effect on your next renewal date, which means you retain access until the end of your current paid period. This is important: no prorated refund is issued for unused days after cancellation.

What you pay for on loom's paid plans

Most paying subscribers choose Loom's paid tiers to unlock longer recording limits, advanced editing tools, artificial intelligence features, admin controls, and automated meeting summaries. The verified Business + AI plan costs USD $24.00 (approximately RM113) per month and includes auto-video enhancement, video-to-text automation, meeting recaps, and administrative tools.

During cancellation, many users worry they will lose premium features immediately. Loom's documented policy ensures you keep access for the remainder of your current billing period. Understanding this prevents unnecessary panic when you hit the cancel button.

How Loom billing works in malaysia

Loom does not display native Malaysian ringgit pricing. Instead, the service charges in USD, and your bank converts the amount to MYR. A USD $24.00 monthly plan may appear as a slightly different final amount depending on your bank's exchange rate and foreign transaction fees.

Loom has no physical Malaysian cancellation office or published local phone support. Your practical support channels are your account settings, the Atlassian help documentation, and email support at [email protected], which the company states operates 24 hours a day, 7 days a week.

Your consumer rights when cancelling Loom

As a Malaysian consumer, you are protected under the Consumer Protection Act 1999, which governs digital services and subscription agreements sold to residents of Malaysia. This law gives you specific rights regarding cancellation, billing transparency, and dispute resolution.

What the consumer protection act 1999 guarantees you

Your legal position is straightforward: Loom must allow you to cancel your subscription without unreasonable barriers or penalties beyond the terms you agreed to at signup. The Consumer Protection Act 1999 requires that all charges are transparent, that cancellation instructions are clear, and that you receive written confirmation of cancellation.

If Loom continues to charge you after you have cancelled, or if they misrepresent their cancellation policy, you have the right to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). This is your escalation point if Loom refuses to refund unauthorized charges.

The Consumer Protection Act 1999 also protects you against unfair contract terms. If Loom's cancellation process is deliberately obscured or if they charge you before you have agreed to a renewal, you can dispute these charges through your bank and with the MDTCA.

Your right to cancel at any time

Loom's own terms state that you can cancel your subscription at any time. This means you are not locked into a long-term contract. Cancellation takes effect on your next renewal date, so you do not lose access mid-cycle.

If you cancel but are charged again by mistake, you have the right to demand a refund. The burden falls on Loom to prove that your cancellation did not go through or that you reactivated your account.

How to cancel Loom without being charged again

Cancelling Loom correctly requires three steps: verify your renewal date, cancel through the right platform, and confirm the cancellation in writing.

Prepare before you cancel

Many Loom users become frustrated because they miss their renewal date and a charge lands before they realise it. Before pressing cancel, log into your account and note your exact renewal date. Take a screenshot of your current plan page, your renewal date, and any recent invoices.

If you later need to dispute a charge with your bank, these screenshots are your strongest evidence. Save any important videos or workspace content to your device before the current billing period ends, especially if you plan to switch to a free plan or competitor service.

• Log into your Loom workspace and go to Plan & Billing.
• Note your next renewal date and plan name.
• Take a screenshot of the entire plan page.
• Download or export any videos you need to keep.
• Save recent invoices and the last charge amount.
• Cancel at least 3 to 5 days before renewal to ensure it takes effect.

Cancel Loom on the website if you subscribed directly

If you signed up directly on Loom's website with your email and payment card, use this method. The verified cancellation path is straightforward and takes fewer than 3 minutes.

1. Visit loom.com and log into your account with your email and password.
   • If you have forgotten your password, click "Forgot password" and follow the email reset link.
2. Click your workspace name in the top left corner.
   • This opens the workspace menu dropdown.
3. Select "Workspace Settings" from the dropdown.
   • You are now in the workspace administration area.
4. Click the "Plan & Billing" tab on the left side.
   • This displays your current plan, renewal date, and billing history.
5. Scroll to the bottom of the page and click "Cancel Subscription".
   • Loom may ask why you are cancelling; you can skip this question.
6. Click the final confirmation button to complete cancellation.
   • You will receive a confirmation message on screen and a confirmation email within minutes.

Do this at least a few days before your renewal date. Tocancel recommends completing this step on the first day you decide to cancel, not the day before renewal.

Cancel through apple app store if you subscribed on iPhone or iPad

If you purchased your Loom subscription through the App Store, you must cancel through Apple, not through Loom's website. Cancelling on the website will not stop App Store charges.

1. Open the Apple App Store app on your iPhone or iPad.
   • Do not open the Loom app itself; open the main App Store.
2. Tap your profile icon in the top right corner.
   • This is usually your photo or initial letter in a circle.
3. Tap "Subscriptions".
   • This shows all active subscriptions linked to your Apple ID.
4. Tap "Loom" in the list.
   • If Loom does not appear, it means you are not subscribed through the App Store.
5. Tap "Cancel Subscription" or "Edit Subscription".
   • Apple will ask you to confirm cancellation or offer you a discounted renewal.
6. Confirm the cancellation by tapping the red "Confirm Cancel" button.
   • Apple will send a confirmation email to your Apple ID email address.

Your access continues until the current billing period ends. Tocancel has helped thousands of consumers avoid duplicate charges by cancelling through the correct platform, and this is a common mistake that you can now avoid.

Cancel through google play if you subscribed on android

If you purchased Loom through Google Play on an Android device, cancellation must happen within Google Play, not on Loom's website.

1. Open the Google Play Store app on your Android device.
   • Tap the profile icon in the top right corner.
2. Tap "Payments and subscriptions".
   • This is usually the second or third option in the menu.
3. Tap "Subscriptions".
   • You see a list of all active subscriptions on this Google account.
4. Tap "Loom".
   • If Loom is not listed, you did not subscribe through Google Play.
5. Tap "Cancel Subscription".
   • Google Play may ask for feedback or offer a discount to stay.
6. Confirm the cancellation by tapping the final confirmation button.
   • Google sends a confirmation email within a few minutes.

Access continues until the end of your current billing period. Cancelling through Google Play ensures that no future charges appear on your Google Play balance or linked payment method.

Cancel via email if the website is down or you cannot log in

If you cannot access your account or the Plan & Billing page is not loading, contact Loom's support team directly.

1. Send an email to [email protected].
   • Include your email address, workspace name, and the date you want cancellation to take effect.
   • Write "Cancel my Loom subscription" in the subject line.
   • Keep the email short and clear: "I want to cancel my Loom subscription effective immediately. My email is [your email]. My next renewal date is [date]. Please confirm cancellation in writing."
2. Wait for a response, which Loom states takes up to 24 hours.
   • Support operates 24/7, so you should receive a reply within one business day.
3. Ask the support agent to send a cancellation confirmation email.
   • This confirmation is your proof of cancellation if a charge appears later.
4. Keep the entire email exchange in a folder or document.
   • You may need it to dispute a charge with your bank or the MDTCA.

Email cancellation takes longer than the self-service method, so use this only if you cannot access your account through the website or app.

What happens after you cancel Loom

After you have clicked confirm or sent a cancellation email, several things occur in sequence. Understanding this timeline prevents confusion and helps you catch billing errors quickly.

Your access after cancellation

You retain full access to your Loom workspace until the end of your current billing period. If you paid for a monthly plan and your renewal date is 15 April, you can still record, edit, and share videos until 14 April at 23:59. On 15 April, your workspace converts to the free plan automatically.

Your videos do not disappear, but you lose access to premium features like advanced editing and AI tools. If you have recordings you want to keep, export them before your access downgrade occurs.

Confirmation and proof of cancellation

Loom sends a confirmation email within minutes of you clicking cancel on the website, or within 24 hours if you cancelled by email. This email confirms your cancellation date and your final renewal date. Save this email.

If you do not receive a confirmation email within 2 hours of cancelling on the website, or 24 hours after emailing support, log back into your account and check the Plan & Billing page. The status should say "Free Plan" or "Cancelled". If it still shows your paid plan, your cancellation did not go through, and you must try again or contact support.

What to do if a charge appears after cancellation

If Loom charges you after your cancellation date, this is a billing error. You have the right to dispute it. Tocancel strongly recommends taking these steps immediately.

1. Log into your Loom account and check the Plan & Billing page.
   • Verify that your status truly shows "Free Plan" or "Cancelled".
   • Screenshot this page as proof.
2. Check your email for the original cancellation confirmation.
   • If you cannot find it, email [email protected] with the subject "I was charged after cancellation" and ask them to resend proof of cancellation.
3. Contact your bank or payment provider and dispute the charge.
   • Provide the cancellation confirmation email and screenshots as evidence.
   • Most banks reverse unauthorized charges within 5 to 10 business days.
4. If your bank does not refund you within 10 days, file a complaint with the Ministry of Domestic Trade and Consumer Affairs.
   • Provide your cancellation proof, bank statement, and dispute correspondence.
   • The MDTCA investigates and can compel Loom to refund you.

You are entitled to a full refund for any charges made after cancellation. Do not accept a "credit" toward future use; demand a refund to your original payment method.

Loom's refund policy and what you can recover

Loom does not issue refunds for unused days within a billing period. If you cancel on the 10th of a 30-day month, you lose the remaining 20 days without compensation. This is Loom's stated policy and is reflected in their terms of service.

What refunds you can request

You can request a refund only in two situations: if you were charged after your cancellation took effect, or if you were charged without your consent (for example, a duplicate charge or an unauthorized renewal).

Under the Consumer Protection Act 1999, you also have the right to a refund if Loom's cancellation instructions were deliberately hidden or if the service did not meet the standards you were promised at signup. For example, if you paid for 100 hours of recording per month and Loom deleted your videos without warning, you could argue for a pro-rata refund.

Tocancel advises you to request a refund in writing to [email protected], stating the reason and the amount. Include your cancellation confirmation and any evidence of the issue. If Loom refuses, file a complaint with the MDTCA, which has the power to order Loom to refund you.

Refund timeline

If Loom has charged you in error, demand a refund within 30 days of the charge. After 30 days, your bank may refuse to dispute it, so act quickly.

Common mistakes when cancelling Loom

Many Malaysian users cancel Loom but encounter issues because they follow the wrong process or misunderstand the policy. You can now avoid these pitfalls.

Cancelling on the website when you subscribed through app store or google play

The most frequent error is cancelling through Loom's website settings when you signed up through Apple App Store or Google Play. The website cancellation does not affect your app subscription, and your card continues to be charged every month.

Always verify where you signed up. Check your email for the original receipt. If it says "Google Play Services" or "Apple Digital Services", you must cancel through that platform, not Loom's website. Tocancel has helped thousands of consumers recover duplicate charges caused by this single mistake.

Cancelling too close to your renewal date

If you cancel on the day before renewal or the day of renewal, Loom's system may already have processed the next charge before your cancellation goes through. To be safe, cancel at least 3 to 5 days before your renewal date.

Always check your next renewal date before cancelling. If renewal is in 2 days and you have not yet cancelled, contact support by email immediately and ask them to cancel effective the current date, not the renewal date.

Not saving cancellation confirmation

Loom sends a confirmation email when you cancel. If you delete this email or do not save it, you have no proof of cancellation if a charge appears later. Many users regret not keeping this proof when they need to dispute a charge with their bank.

Forward the cancellation confirmation email to yourself or save it in a folder marked "Subscriptions". Include it in any dispute with your bank or the MDTCA.

Assuming free plan includes everything

After cancellation, your workspace downgrades to the free plan. The free plan has strict limits: 5 minutes per video, limited editing, no AI features, and no admin controls. Do not assume you can continue working as usual. Export important videos before your paid access ends.

Not checking your bank statement after cancellation

Even though you have cancelled, check your bank or card statement 2 to 3 weeks after the expected renewal date. Look for any charge from Loom or "Atlassian" on your statement. If a charge appears after your cancellation confirmation date, your cancellation failed. Contact your bank immediately to dispute it.

Cancellation checklist for Loom

Use this checklist to ensure your Loom cancellation goes smoothly and you do not face unexpected charges.

• Log in to your Loom account and confirm you can access Plan & Billing.
• Note your next renewal date and save a screenshot of the Plan & Billing page.
• Check where you signed up: Loom website, Apple App Store, or Google Play.
• Download or export all important videos and workspace files.
• Complete the cancellation through the correct platform (website, App Store, or Google Play).
• Watch for a confirmation message on screen and save the confirmation email.
• Wait 2 to 3 weeks, then check your bank statement to ensure no charge appears.
• If a charge appears, dispute it with your bank within 30 days.
• Save all cancellation confirmations, screenshots, and email correspondence in a folder for 12 months.
• If Loom charges you again, contact [email protected] immediately with your cancellation confirmation.

Loom pricing and plan comparison

Understanding Loom's pricing helps you decide whether cancellation is the right choice, or whether a downgrade to the free plan suits your needs.

If you are a light user, downgrading to the free plan may suit you better than cancelling entirely. The free plan allows 5-minute videos and basic editing. If you need longer recordings or AI features, you pay for the upgrade. Tocancel recommends reviewing your actual usage before deciding to cancel permanently.

When you should cancel Loom

Cancellation makes sense if you no longer use Loom, if the cost does not justify your usage, or if you have switched to a competitor like Vidyard, Wistia, or Clipchamp.

Reasons to cancel

• You have not recorded a video in the past 3 months.
• Your team has switched to a different video tool.
• The monthly cost exceeds your budget.
• A competitor offers better features for the same price.
• You only need the free plan's 5-minute limit.
• You were on a free trial and do not want to be charged.

Reasons to keep Loom or downgrade instead

• You record long tutorials or meetings regularly.
• Your team relies on AI transcription or meeting summaries.
• You need 120+ minute recording length.
• Your company has already invested in Loom workflows.
• The Business + AI plan is cheaper than hiring a video editor.

Consider whether downgrading to Starter or Business is more cost-effective than cancelling completely. A step-down can save money without losing access to essential features.

Where to find help if cancellation goes wrong

If you have cancelled Loom but a charge still appears, or if you need further support, Tocancel has compiled the key contact points for Malaysian users.

Loom support contact details

Loom has no Malaysian office or phone line. Your support channels are:

• Email: [email protected] (24/7, responses within 24 hours)
• Help centre: support.atlassian.com/loom
• Loom website: loom.com (general inquiries only)

When contacting support, include your email, workspace name, renewal date, and a clear description of the issue. Request written confirmation of any decision or refund.

Ministry of domestic trade and consumer affairs (MDTCA)

If Loom refuses to cancel, refuses to refund an erroneous charge, or continues charging you after cancellation, file a complaint with the MDTCA. The MDTCA enforces the Consumer Protection Act 1999 and has the authority to investigate and compel refunds.

• Website: mdtcc.gov.my
• Email: [email protected]
• Phone: 1-300-888-999 (toll-free, Monday to Friday, 09:00-17:00 Malaysia time)
• Complaint form: available on the MDTCA website

Provide the MDTCA with your cancellation confirmation, screenshots, email correspondence, and bank statements showing the charge. The MDTCA typically responds within 30 days.

Your bank or payment provider

Contact your bank immediately if a charge appears after cancellation. Request a "chargeback" or "dispute" on the transaction. Provide your cancellation confirmation as evidence. Most banks reverse charges within 5 to 10 business days and do not charge you a dispute fee if the merchant is at fault.

Summary and next steps

Cancelling Loom in Malaysia is straightforward when you follow the correct process. Your consumer rights are protected by the Consumer Protection Act 1999, which guarantees clear cancellation instructions, no hidden charges, and the right to refunds for erroneous billing.

Cancel through the platform where you signed up (Loom website, Apple App Store, or Google Play), save your confirmation email, and verify your bank statement 2 to 3 weeks later. If an unwanted charge appears, dispute it with your bank or file a complaint with the MDTCA.

Tocancel has helped thousands of consumers cancel subscriptions safely and recover unauthorized charges. Tocancel provides transparent, step-by-step guides for services across Malaysia, and Tocancel's mission is to empower you to take control of your subscriptions. Visit tocancel.com today to manage your other subscriptions and avoid future billing surprises. Tocancel makes cancellation simple, fast, and fair.