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Frequently asked questions
Cancel Loom: The Right Way
How to cancel Loom and stop recurring charges in malaysia
What Loom is and why you might want to cancel
Loom is a cloud-based video messaging and screen recording platform designed for workplace communication, tutorials, and asynchronous team updates. Founded in 2016 and now owned by Atlassian, Loom operates as a Software-as-a-Service (SaaS) subscription-meaning you pay recurring monthly or annual fees to access premium features, rather than purchasing a one-time license.
For Malaysian users, understanding Loom's billing structure is critical. The service charges in USD, and your bank converts the amount to Malaysian ringgit (RM) at the prevailing exchange rate. A typical Business + AI plan costs USD 24.00 per month (approximately RM113), and the company processes billing on a recurring cycle until you actively cancel.
Why malaysian users typically cancel Loom
Many subscribers in Malaysia cancel Loom because they underestimated how often they would use video messaging, upgraded to a higher tier accidentally, or found the tool duplicated other communication tools already in use. Others cancel after team restructuring or when their organisation shifts communication platforms. Yafee has supported hundreds of Malaysian professionals through this process, and the most common reason is simply that the subscription no longer aligns with current workflow needs.
Crucially, cancelling Loom does not refund unused days in your current billing cycle. According to Loom's stated terms, cancellation takes effect on your next renewal date, and you retain full access until that date passes. This means if you are billed on the 15th of each month and cancel on the 20th, you keep access until the 15th of the following month-but receive no refund for those five days of unused service.
How billing works for malaysian subscribers
Loom does not display pricing natively in Malaysian ringgit. Instead, the platform quotes prices in USD, and your card issuer or payment processor applies their exchange rate at the time of transaction. A charge of USD 24.00 may therefore appear as RM113 on one statement and RM114 on another, depending on currency fluctuations and your bank's foreign transaction fees.
This unpredictability frustrates many Malaysian users, which is why Yafee recommends capturing a screenshot of your exact renewal date and plan cost before initiating cancellation. This evidence proves invaluable if a charge appears after you believe you have cancelled, or if the ringgit-equivalent amount differs unexpectedly.
Your consumer rights under malaysian law
Malaysian consumers cancelling digital subscriptions are protected under the Consumer Protection Act 1999 (Act 599), which regulates unfair contract terms, misleading representations, and defective services. This legislation applies to Loom, even though the company is US-based, because the service is supplied to you, a consumer, in Malaysia.
Key protections that apply to your Loom subscription
Under the Consumer Protection Act 1999, you have the right to clear, accurate information about billing terms, including the renewal date, cost, and cancellation procedure. Loom must not use unfair contract terms that place you at a significant disadvantage, and the company cannot charge you after you have followed the correct cancellation steps.
Section 138 of Act 599 prohibits misleading or deceptive conduct in trade, which includes hiding cancellation routes or charging automatically without explicit consent. If Loom continues to bill you after you have cancelled via the correct method, and the company refuses to refund the erroneous charge, you have grounds to lodge a complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCL), which enforces consumer protection in Malaysia.
Furthermore, the Personal Data Protection Act 2010 (PDPA) protects your personal and payment information held by Loom. When you cancel, the company must not retain your financial details longer than necessary, nor use your email for marketing after you opt out. Yafee emphasises that these rights exist whether or not Loom has a physical office in Malaysia-they apply because you are a Malaysian consumer.
Your legal position: what this means in practice
In plain terms, you have the right to cancel Loom without penalty once your current billing period has ended. You cannot be charged a cancellation fee, nor can the company prevent you from downgrading to a free tier or deleting your account. If Loom continues to debit your card after you have cancelled through the authorised method, you have the right to request a refund and escalate the dispute to the MDTCCL.
The burden of proof lies with Loom to demonstrate that you gave informed, ongoing consent to be charged. A single click to subscribe does not constitute continuing consent under Malaysian law. If you dispute a charge, document the date and time you cancelled, take screenshots of the cancellation confirmation, and retain all email correspondence with Loom support.
Pricing and plan comparison for malaysian users
Understanding what you pay for helps you decide whether to cancel or downgrade. Loom offers a free tier, plus three paid tiers. All prices shown below are in USD and will appear in RM on your statement, converted at your bank's rate.
| Plan | Cost (USD/month) | Key features | Best for |
|---|---|---|---|
| Free | USD 0 | Unlimited recordings, 5-minute max length, basic editor | Individual testers, light users |
| Starter | USD 12.50 | 30-minute recordings, advanced editing, custom branding | Freelancers, small teams |
| Business | USD 24.00 (RM ~113) | Unlimited recording, video-to-text, meeting summaries, admin controls | Growing teams, enterprises |
| Business + AI | USD 24.00 + AI add-on | All Business features plus auto-video enhancement, AI-generated captions | Teams prioritising AI automation |
If you are paying for Business or Business + AI but only record occasionally, downgrading to Starter or the Free tier may better match your needs. Many Malaysian users cancel entirely because they underestimated the 30-minute limit on Starter, then upgraded to Business unnecessarily. Yafee recommends trialling the Free tier for two weeks before deciding to cancel permanently.
Methods to cancel Loom: where and how
You can cancel Loom through three routes: the Loom website (if you subscribed directly), the Apple App Store, or Google Play (if you subscribed via app). Your cancellation method depends on how you originally purchased the subscription.
Cancel directly on the Loom website
This is the primary route for Malaysian users who subscribed via web browser. Log into your Loom workspace, navigate to your account settings, and locate the Plan and Billing section. From there, you can cancel your subscription with a single click. Yafee strongly recommends completing this step at least 3-5 days before your renewal date to avoid accidental charges.
- Open your web browser and navigate to app.loom.com
- Log in with your email and password
- If you use single sign-on (SSO) via Google, Microsoft, or Slack, click that option instead
- Click the profile icon in the top right corner, then select Workspace Settings
- If you are in a team workspace, ensure you have admin permissions-some users cannot cancel if they are team members rather than owners
- Open the Plan and Billing tab
- This tab displays your current plan name, renewal date, and next charge amount in USD
- Locate the Cancel Subscription button and click it
- Loom will display a confirmation screen asking why you are cancelling-you may skip this or provide feedback
- Click Confirm Cancellation on the final screen
- A confirmation email will arrive at your registered address within minutes
- Screenshot both the confirmation page and the confirmation email for your records
Cancel via apple app store (iOS subscription)
If you subscribed to Loom through the Apple App Store on an iPhone or iPad, you must cancel through the App Store, not through the Loom website. Cancelling only on the Loom website will not stop App Store charges.
- Open the Settings app on your iOS device
- Tap your Apple ID at the top of the screen
- You may need to enter your Apple password
- Select Subscriptions
- Tap Loom from the active subscriptions list
- Tap Cancel Subscription and confirm
- Apple will display a cancellation date-access continues until that date
- Take a screenshot of the cancellation confirmation within Settings
Cancel via google play (Android subscription)
Android users who subscribed via Google Play must also cancel through Google Play, not the Loom website. Google Play subscriptions operate independently from web subscriptions.
- Open the Google Play Store app on your Android device
- Tap the profile icon in the top right corner
- Select Manage subscriptions
- You may need to sign in with your Google account
- Find Loom in the list of active subscriptions and tap it
- Tap Cancel subscription and confirm your choice
- Google Play will show your cancellation effective date
- Screenshot the final confirmation screen
Critical checks before you cancel
Taking five minutes to prepare before cancelling prevents costly mistakes. Yafee has helped thousands of consumers cancel digital subscriptions, and the most preventable errors stem from rushing through this step.
Document your current plan and renewal date
Before pressing cancel, open your Loom account and navigate to Plan and Billing. Note your exact renewal date, plan name (Starter, Business, or Business + AI), and the cost shown in USD. Take a full-page screenshot of this screen and save it with today's date in the filename-for example, "Loom-Plan-Billing-15-Jan-2025.png". This screenshot serves as proof of your original plan if you later dispute a charge or need to claim a refund.
Check your subscription source
Verify whether you subscribed via the Loom website, Apple App Store, or Google Play. If you are unsure, log into your Loom account and check Plan and Billing-it will indicate the subscription source. If the source is App Store or Google Play but you cancel only on the Loom website, your subscription will continue and charges will persist. This is the single most common reason cancellation fails.
Export or download any important recordings
After cancellation takes effect, you retain access to recordings for 30 days, but thereafter Loom may delete them or restrict viewing. If any videos contain important information, export them now. Open each recording, click the three-dot menu, and select Download Video. Save the files to your computer or cloud storage before the cancellation date arrives.
Save recent invoices and payment receipts
Export or screenshot your last three invoices and payment receipts from your Loom account. These documents prove how much you were charged and when. If a charge appears after cancellation, you will need these records to dispute it with your bank or lodge a complaint with the MDTCCL.
What happens after you cancel
Cancellation is final and immediate in terms of future billing, but your access continues for the remainder of your current billing cycle. You will not receive a refund for unused days, and this non-refundable policy is legal under Malaysian law as long as it was clearly disclosed before you subscribed.
Your access and data after cancellation
After you cancel, Loom downgrades your workspace to the Free tier when your renewal date passes. This means recording length limits drop to 5 minutes per video, and advanced editing tools become unavailable. You can still view existing recordings and download them, but cannot edit or re-share them with new privacy settings.
Yafee advises that if you have team members with access to your workspace, inform them of the downgrade so they understand why premium features will disappear. If your workspace has multiple billing seats, cancelling your personal seat does not cancel the entire team account-only your individual subscription ends.
Reverting to the free tier
Upon downgrade to Free, you retain your Loom account and can still use basic features. Your recordings remain accessible for 30 days after the renewal date, but Loom may archive or delete older videos. If you wish to reactivate a paid plan within 30 days, you can re-subscribe without penalty.
Deleting your account permanently
Cancelling your subscription does not delete your account. If you want to remove all your data permanently, log into Loom, go to Workspace Settings, scroll to Account Management, and select Delete Workspace. This action is irreversible and will erase all recordings, settings, and team data. Do this only if you are certain you will never need to access Loom again.
Refund eligibility and dispute resolution
Loom's standard policy does not issue refunds for unused days in your current billing cycle. However, Malaysian consumer law permits you to seek refunds if the company engaged in misleading conduct, failed to provide the service, or charged you after you correctly cancelled.
When you can claim a refund
You have grounds for a refund in the following situations. First, if Loom charged you after you cancelled through the correct method and provided confirmation. Second, if the company's cancellation process was deliberately hidden, unclear, or non-functional. Third, if a technical glitch prevented your cancellation from taking effect despite following all steps correctly. Fourth, if you subscribed as a result of misleading advertising or unclear billing terms.
In each case, the burden of proof lies with Loom to demonstrate that the charge was authorised and that cancellation failed due to your error, not theirs.
How to dispute a charge with your bank
If Loom continues to charge you after cancellation, contact your bank immediately. Inform them that you cancelled your subscription and have evidence (screenshots and confirmation emails) showing cancellation was completed. Request a chargeback or reversal of the erroneous transaction. Most Malaysian banks process chargebacks within 30-45 days, and funds are typically restored to your account once the dispute is resolved in your favour.
Escalating to the ministry of domestic trade and cost of living
If Loom refuses to refund a disputed charge and your bank's chargeback is unsuccessful, lodge a formal complaint with the MDTCCL. You can file a complaint online at mdtcc.gov.my or visit a local MDTCCL office in person. Provide your evidence (screenshots, emails, bank statements, and the cancellation confirmation) and explain why you believe Loom engaged in unfair or misleading conduct. The MDTCCL has authority to investigate and compel refunds under the Consumer Protection Act 1999.
Common mistakes that prevent successful cancellation
Cancellation often fails not because of technical problems, but because users overlook simple procedural steps. Understanding these traps helps you avoid them and cancel cleanly on the first attempt.
Cancelling on the website when you subscribed via app
This is the most frequent error. If you subscribed to Loom via the Apple App Store or Google Play, cancelling only through the Loom website will not stop app-based billing. Your web account cancellation and your app subscription are linked to different payment systems. You must cancel through the same platform where you subscribed. Check your original payment receipt to confirm the source-if it lists "Apple Inc." or "Google Play," cancel there, not on the Loom website.
Cancelling too close to your renewal date
If you cancel fewer than 24 hours before your renewal date, Loom may not process the cancellation in time, and a fresh charge will appear. Always cancel at least 3-5 days in advance. Your Plan and Billing page clearly displays your renewal date, so check it now and set a phone reminder for five days before.
Assuming you have cancelled when you have only downgraded
Some users click "Downgrade to Free" instead of "Cancel Subscription." Downgrading keeps your paid account active and continues billing-it simply removes premium features. To fully cancel, you must explicitly select "Cancel Subscription," not "Downgrade." The button labels are different, so read carefully.
Not verifying cancellation via email
After you cancel, Loom sends a confirmation email within minutes. If you do not receive this email within 30 minutes, cancellation may not have completed. Check your spam folder, and if the email is absent, log back into Loom and verify that "Cancel Subscription" is no longer available (which signals that cancellation was successful). If the button still appears, try again.
Checklist for a successful cancellation
Use this step-by-step checklist to ensure your Loom cancellation is complete and secure.
| Task | Status | Notes |
|---|---|---|
| Screenshot your Plan and Billing page | [ ] | Capture plan name, cost, and renewal date |
| Verify subscription source (web, App Store, or Google Play) | [ ] | Check your original receipt if unsure |
| Download or export important recordings | [ ] | Save to computer or cloud storage |
| Save recent invoices and receipts | [ ] | Export as PDF or screenshot |
| Cancel through the correct platform | [ ] | Loom website, App Store, or Google Play |
| Confirm receipt of cancellation email | [ ] | Check inbox and spam folder; screenshot the email |
Contacting Loom support if cancellation fails
If you follow the cancellation steps above but billing continues, or if the cancellation interface is broken, contact Loom support. The company states that support is available 24/7, although average response times vary.
Email support
Send a detailed email to [email protected]. Include the following information: your registered email address, the email of your Loom account, your plan name, your renewal date, the date you attempted cancellation, and a screenshot of your Plan and Billing page showing the subscription. Loom typically responds within 24 hours. Keep a copy of your email and the response for escalation purposes if needed.
Atlassian support documentation
Loom is now part of Atlassian, so cancellation help may be routed through Atlassian's support portal. Visit support.atlassian.com and search for "cancel Loom" to access official guides. This documentation is up-to-date and reflects the current cancellation flow.
No physical office or phone number in malaysia
Loom does not maintain a local office, phone support line, or postal address in Malaysia. All support is handled via email and the online Atlassian portal. This does not diminish your consumer rights under the Consumer Protection Act 1999-the company remains liable for charges and service disputes even in the absence of a local presence.
Final summary: your cancellation path
Cancelling Loom in Malaysia is straightforward once you identify the correct platform. Verify whether you subscribed on the Loom website, Apple App Store, or Google Play, then cancel through that same channel. Allow at least 3-5 days before your renewal date to ensure the cancellation is processed in time. Take screenshots of your Plan and Billing page, your cancellation confirmation, and the email confirmation from Loom. Retain these documents for 90 days in case a dispute arises.
You will keep access to your paid features until your current billing cycle ends, after which your account downgrades to the Free tier. No refund is issued for unused days, but this policy is legal under Malaysian consumer law. If Loom continues to charge you after cancellation, you can dispute the charge with your bank or escalate to the Ministry of Domestic Trade and Cost of Living.
Yafee has helped thousands of consumers cancel software subscriptions successfully, and the process is nearly always problem-free when you follow these steps carefully. If you encounter issues, contact Loom support at [email protected] with your evidence, or lodge a complaint with the MDTCCL if the company refuses to cooperate. Your rights are protected, and Yafee is here to guide you through every stage of the cancellation process.