Manage Loom

How to cancel Loom and stop recurring charges in malaysia

What Loom is and why malaysian users subscribe

Loom is a video messaging and screen recording platform built for workplace communication, tutorials, and asynchronous updates. The service was founded in 2016 and is now owned by Atlassian, a major software company. If you see Atlassian branding during your cancellation process, that is expected and normal.

For Malaysian users, the key thing to understand is that Loom operates as a recurring software subscription. You pay monthly or yearly, and the company charges your card automatically on your renewal date unless you cancel beforehand. Access continues through the end of your current billing period, even after you request cancellation.

Common reasons malaysians use Loom

Most paying subscribers choose Loom for one or more of these features: extended recording limits (beyond the free tier), advanced video editing tools, AI-powered features like auto-enhancement and video-to-text conversion, meeting summaries, and admin controls for team workspaces.

The most popular paid plan verified in Malaysia is the Business + AI tier, priced at approximately RM113 per month (USD $24.00). This plan includes auto-video enhancement, advanced editing capabilities, video transcription, auto-meeting recap emails, automated meeting notes, and full admin tools for managing team access.

How Loom billing works in malaysia

Loom charges in USD only-there is no native Malaysian ringgit (MYR) pricing. Your bank or card issuer converts the USD charge to ringgit at their exchange rate, which means the final amount you see may differ slightly from the quoted USD price depending on your bank's foreign transaction fee and daily exchange rate.

Loom has no local Malaysian office, phone support line, or live chat. Instead, support is handled online through your account settings, the Atlassian help portal, and email at [email protected]. The company states that support is available 24/7 via these channels.

Your consumer rights when cancelling Loom in malaysia

As a Malaysian consumer, you are protected by the Consumer Protection Act 1999, which gives you the right to cancel recurring subscriptions and seek refunds if the service fails to meet its stated standards.

What the consumer protection act 1999 says about subscriptions

Under Malaysian consumer law, you have the right to cancel any recurring service subscription at any time. The law also requires companies to be clear about billing dates, charges, and cancellation terms before you commit your money. If Loom fails to deliver the promised features or quality, you may have grounds to dispute charges and request a refund.

Additionally, if you subscribed through a misleading offer or were charged without clear consent, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP), which enforces consumer protection nationwide.

Refund rights and what to expect

Loom's stated policy is that cancellations take effect on your next renewal date, and no prorated refund is issued for unused days in your current billing period. This means if you cancel mid-cycle, you do not get money back for the time remaining-you simply stop being charged after your current period ends.

However, if you cancel and are charged again by mistake, or if a charge appears without authorization, you have the right to dispute it with your bank within 60 days (this is a standard chargeback window). Contact your bank's fraud team immediately if you notice an unwanted charge after cancellation.

How to cancel Loom on the website

If you subscribed directly through Loom's website, this is your main cancellation route and takes about 5 minutes to complete.

Step-by-step website cancellation

1. Open your browser and go to loom.com, then log in with your email and password.
   • If you forget your password, click "Forgot password" on the login screen and follow the email recovery link.
2. Click on your profile icon or avatar in the top right corner, then select "Workspace Settings" from the dropdown menu.
   • If you are in a team workspace, make sure you select the correct workspace before proceeding.
3. In Workspace Settings, locate and click the "Plan & Billing" tab on the left sidebar.
   • You will see your current plan name, monthly or yearly billing cycle, and your next renewal date.
4. Scroll down to find the "Cancel Subscription" button and click it.
   • The system may ask you why you are cancelling-answer honestly so Loom can improve, but this is optional.
5. Read the final confirmation message carefully, which will state your last day of access, then confirm your cancellation.
   • After you click confirm, you should see a success message and receive a confirmation email within minutes.

Pro tip: Take a screenshot of the Plan & Billing page before you cancel, showing your current plan, renewal date, and the cancellation button. This gives you proof of the original agreement if you need to dispute a charge later.

What to do if you cannot find the cancel button

Some older Loom accounts or team workspaces may have a slightly different interface. If you cannot locate "Cancel Subscription" on the Plan & Billing page, try these alternatives:

• Scroll down to the very bottom of the Plan & Billing page-the button is sometimes hidden below a list of features.
• Click on your current plan name (e.g., "Business + AI") to see a dropdown with downgrade and cancel options.
• Contact Loom support at [email protected] with a screenshot of your Plan & Billing page, and ask them to walk you through the cancellation step by step.

How to cancel if you subscribed via app store or google play

If you signed up for Loom through Apple's App Store or Google Play Store on your phone, you must cancel through that same platform-the Loom website cancellation will not work for App Store or Google Play subscriptions.

Cancel on apple app store (iOS)

1. Open the "App Store" app on your iPhone or iPad.
   • Do not open the Loom app itself-you need the App Store app.
2. Tap your profile icon in the top right corner of the App Store app.
   • You should see "Subscriptions" listed in the menu that appears.
3. Tap "Subscriptions," then find "Loom" in the list.
   • If Loom does not appear, scroll down or search for it.
4. Tap "Cancel Subscription" or "Edit Subscription."
   • If the button says "Edit Subscription," tap it and then look for the cancel option on the next screen.
5. Confirm the cancellation by tapping "Confirm" or "Yes, cancel" when prompted.
   • You will see a confirmation message and receive an email from Apple confirming the cancellation.

Cancel on google play store (Android)

1. Open the "Google Play Store" app on your Android phone or tablet.
   • Tap the menu icon (three horizontal lines) in the top left corner.
2. Tap "Payments and subscriptions," then select "Subscriptions."
   • You will see a list of all active subscriptions linked to your Google account.
3. Tap "Loom" from the list.
   • The subscription details page will open, showing your renewal date and billing history.
4. Tap "Cancel subscription" at the bottom of the screen.
   • Google may ask why you are cancelling-you can skip this or provide feedback.
5. Tap "Yes, cancel" to confirm.
   • Google Play will send you an email confirmation within a few minutes.

Warning: Do not delete the Loom app from your phone after cancelling-this does not cancel your subscription. You must use the App Store or Google Play Store method above, or the subscription will continue to renew and charge you.

Pricing breakdown for malaysian users

Understanding Loom's pricing structure helps you decide whether the paid plans are worth keeping or if you should downgrade to the free tier instead.

Pricing shown in ringgit is approximate and based on current USD-MYR exchange rates. Your actual charge will depend on your bank's conversion rate on the day of billing.

What happens after you cancel Loom

Cancelling Loom triggers several things, and knowing what to expect removes the confusion and worry that often follows a cancellation request.

Access and timeline after cancellation

Your access to Loom continues until the end of your current billing period. For example, if you pay monthly and cancel on the 10th of the month, you keep full access until the last day of that month. On the first of the next month, your account downgrades to the free tier automatically.

You do not lose your videos or account-they remain in your workspace on the free plan. However, you lose access to paid features like advanced editing, AI tools, and unlimited recording.

Billing stops after cancellation

Once your current billing period ends, Loom stops charging your card. There are no surprise charges or hidden renewal fees. If you see a charge after your cancellation period ends, contact your bank immediately and report it as unauthorized.

Reactivating your subscription later

If you change your mind, you can resubscribe to any Loom plan at any time by logging in and selecting a new plan from the Plan & Billing page. Your old videos and workspace data remain available, but you must pay the current monthly or annual rate for your chosen plan.

Common cancellation mistakes and how to avoid them

Many Malaysian users run into preventable problems when cancelling Loom, and most of these stem from rushing or missing one small step.

Mistake 1: cancelling on the website when you subscribed via app store or google play

This is the most common error. The Loom website cancellation only works if you signed up directly on loom.com. If you subscribed through your phone via App Store or Google Play, your subscription is linked to that platform, not to Loom itself. Cancelling on the website has no effect, and you will be charged again at renewal.

How to fix it: Check your email receipt from your first payment. If it came from Apple or Google, cancel through that platform instead (see the section above). If you are unsure, contact [email protected] with a screenshot of your receipt.

Mistake 2: missing your renewal date and getting charged again

If you delay cancellation past your renewal date, Loom will charge you for another month or year. Most users do not realize this until they see the charge on their bank statement days later.

How to fix it: Cancel at least 3 to 5 days before your next renewal date. Always screenshot your renewal date from the Plan & Billing page so you have a reference. If you are charged by mistake, contact your bank within 60 days and request a chargeback-this is your legal right.

Mistake 3: deleting the Loom app instead of cancelling the subscription

Removing the app from your phone or device does not cancel your subscription. Your subscription lives on Loom's servers and your billing platform, not on your device. Deleting the app is like throwing away a bill-the debt remains.

How to fix it: Use the cancellation steps in this guide (website, App Store, or Google Play). Deleting the app is optional after cancellation, not instead of it.

Mistake 4: not saving proof of cancellation

If a dispute arises later, you need evidence that you requested cancellation and at what date. Without a screenshot or email confirmation, it is your word against Loom's, and the company may claim you never cancelled.

How to fix it: After each cancellation step, save a screenshot showing the success message or confirmation. Also save the cancellation confirmation email Loom sends you. Keep these files for at least 12 months.

Traps to watch out for during cancellation

Loom and many software companies use design patterns that make cancellation harder than it should be. Stopee has identified these common traps so you can navigate them with confidence.

The "pause subscription" trap

Some users see a "Pause subscription" option on the Plan & Billing page and think this is the same as cancelling. It is not. Pausing temporarily holds your subscription for up to 3 months, but your subscription resumes automatically after that period, and you will be charged again. If you want to stop paying permanently, you must click "Cancel Subscription," not "Pause."

The free trial renewal trap

If you started with a free trial, make sure you cancel before the trial ends. Loom automatically converts you to a paid plan when the trial expires, and you will be charged unless you cancel beforehand. Check your email for the trial end date and set a phone reminder to cancel 1 day before.

The team workspace trap

If you are part of a team workspace and your company pays for your seat, you may not have permission to cancel. Ask your workspace admin (usually your manager or IT team) to downgrade or remove your seat. If you cancel as an individual team member, your access is removed, but your company may still be charged for your seat.

How stopee helps you stay in control

Cancelling subscriptions should be simple, but companies often make it deliberately complicated. Stopee is a consumer advocacy platform designed to help you cancel services like Loom quickly and keep track of all your recurring charges.

At Stopee (stopee.com), we maintain detailed, step-by-step cancellation guides for hundreds of software services, streaming platforms, and subscriptions across Malaysia and beyond. Our guides are written by consumer advocates and updated regularly to reflect service changes.

Beyond Loom, Stopee helps you identify unnecessary subscriptions, understand your cancellation rights under Malaysian consumer law, and escalate disputes if a company refuses to honor your cancellation request.

Refund and chargeback options

Loom's official policy does not include refunds for partially used billing periods. However, you have other options if you believe a charge is unfair or unauthorized.

Request a refund directly from Loom

Email [email protected] with your account details, invoice number, and the reason for your refund request. Explain clearly that you cancelled before the charge date, or that you were charged after cancellation. While Loom rarely grants refunds outside their policy, it costs nothing to ask, and support may make an exception if the company made an error.

Dispute the charge with your bank (chargeback)

If Loom does not respond or refuses to refund, contact your bank's fraud or dispute department and request a chargeback. Under Malaysian banking rules and international card networks, you have the right to dispute unauthorized or unwanted recurring charges within 60 days of the charge date. Provide your bank with:

• Screenshots of your cancellation request and confirmation message.
• Copies of emails between you and Loom support.
• Your invoice or billing statement showing the disputed charge.
• A clear explanation of why you believe the charge was unauthorized.

Your bank will investigate and either reverse the charge or provide you with a detailed reason if the merchant contests it. This process usually takes 30 to 60 days.

Escalate to the malaysian consumer authority

If Loom ignores your refund request or your bank chargeback fails, you can lodge a formal complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP). Visit their online portal at kpdnhep.gov.my or visit a local Consumer Claims Tribunal office to file a case. There is a small filing fee, but the tribunal can order Loom (or Atlassian, their parent company) to refund you if the complaint has merit.

Should you keep or cancel Loom?

Before you cancel, take a moment to decide if Loom is truly unnecessary or if you simply need a cheaper tier.

Reasons to cancel Loom

• You rarely use video recording or messaging in your work.
• The free tier meets your current recording and editing needs.
• You have switched to a competing service like ScreenFlow, Camtasia, or Claap.
• Your company is providing a free enterprise license, so you do not need a personal paid plan.
• You want to reduce monthly software costs across your business or personal use.

Reasons to keep Loom

• Your team relies on Loom for async video updates and collaboration.
• You record and share videos frequently as part of your work (tutorials, demos, training).
• The AI features (auto-transcription, meeting recaps) save you significant time.
• You need advanced editing and custom branding for client deliverables.

If cost is the issue, consider downgrading to the Standard plan (RM 47/month) instead of cancelling. This keeps you in the Loom ecosystem while cutting your bill by more than half and removing the risk of losing your workspace history.

Cancellation checklist for malaysian users

Use this checklist to ensure your cancellation is complete and that you avoid future charges:

• Note your Loom renewal date from the Plan & Billing page.
• Identify whether you subscribed via loom.com, App Store, or Google Play.
• Export or save any videos or workspace data you need to keep.
• Take a screenshot of your current plan and renewal date.
• Complete the cancellation through the correct platform (website, App Store, or Google Play).
• Save the cancellation confirmation message and email.
• Set a phone reminder to check your bank statement 1 week after renewal date to confirm no charge.
• If charged after cancellation, contact your bank within 60 days for a chargeback.
• Keep cancellation proof for 12 months in case of future disputes.

Customer reviews and user feedback

Many Malaysian users report that Loom itself is excellent software, but the billing clarity and cancellation process need improvement. Common feedback includes:

• Positive: "The video recording quality is outstanding, and sharing is seamless." / "Meeting transcripts alone are worth the Business plan price."
• Negative: "Cancellation took me 20 minutes to find on the website." / "I forgot to cancel before renewal and got charged again." / "Loom should remind you 1 week before renewal."
• Mixed: "Great tool, but too expensive if you only use it occasionally. The free tier should include more minutes."

Most users who cancel do so because of cost, not service quality. If you like Loom but find it unaffordable, downgrading is often a better choice than walking away entirely.

Summary table: Loom cancellation at a glance

Contact information and support escalation

Loom operates as a US-based software company and has no physical office or mailing address in Malaysia. All cancellation and support requests are handled online.

Loom support channels

• Email: [email protected] (response time typically 24 to 48 hours)
• Help portal: support.atlassian.com (search "Loom" for cancellation guides and FAQs)
• In-app chat: Available in the Loom application for some account types
• No Malaysia local office: Loom does not maintain a physical or phone presence in Malaysia; all support is online

Malaysian consumer authority contact

If Loom refuses to respond or honor your cancellation and refund rights, escalate to the Ministry of Domestic Trade and Cost of Living:

• Website: kpdnhep.gov.my
• Consumer Hotline: 1-800-88-5468 (toll-free)
• Online complaint: File a Consumer Claims Tribunal case at the nearest tribunal office
• Reference law: Consumer Protection Act 1999

Final thoughts: take control of your subscription

Cancelling Loom is straightforward once you know the right steps and avoid the common traps. The key is acting before your renewal date, using the correct cancellation method for your subscription type, and keeping proof of your cancellation request.

If you find yourself managing multiple subscriptions and losing track of cancellations, Stopee is here to help. Stopee (stopee.com) has guided thousands of Malaysian consumers through cancellations, disputes, and refund claims across dozens of services. Whether you are cancelling Loom, a streaming service, or any recurring charge, Stopee provides step-by-step guides, consumer rights information, and escalation support.

Your money and your time matter. Cancel with confidence, keep your proof, and know your rights. If Loom or any other service gives you trouble after cancellation, Stopee stands with you every step of the way.