Manage Loom

How to cancel loom without losing your videos or paying twice

What loom is and why you might want to cancel

Loom is a cloud-based video messaging platform that lets you record your screen, camera, or both, then share videos through a simple link. Remote teams, sales professionals, educators, and support staff use Loom to replace long email threads with quick video walkthroughs. Loom operates on a freemium model, meaning you can use the service for free or upgrade to paid plans with more features and higher limits.

Understanding loom's pricing structure in PHP

Loom charges in Philippine Pesos (PHP) across three tiers. Your Starter plan costs ₱0.00 per month and includes 25 videos with a 5-minute recording limit per clip. This plan works well if you record short demos occasionally. The Business plan costs ₱1,080.00 per month and removes recording limits, lets you create unlimited videos, and adds branding removal and basic editing tools. Business + AI costs ₱1,296.00 per month and includes automated video enhancement, advanced editing, video-to-text transcription, and meeting recap generation.

Loom offers a 14-day free trial for Business + AI. If you do not continue your subscription after the trial ends, your account automatically downgrades to the free Starter plan with no charge applied. This is one of the few subscription services that does not continue billing you if you ignore the trial expiry notice.

Should you actually cancel loom?

Before you cancel, ask yourself whether the features justify the monthly cost. If you record fewer than three videos per week or do not need unlimited recording time, the free Starter plan is often sufficient. If you are paying ₱1,080.00 or more monthly but only use Loom once a month, cancellation makes financial sense. If your team records daily onboarding videos, customer demos, or async updates, the unlimited recording cap usually justifies the Business plan cost. Stopee recommends reviewing your last three months of video activity before deciding to downgrade.

Your cancellation rights under philippine consumer law

The Consumer Act of the Philippines (Republic Act No. 7394) gives you the right to cancel subscription services. Loom must not require you to provide reasons for cancellation, make cancellation deliberately difficult to find, or charge penalties for exercising your cancellation right. If Loom continues billing you after you cancel, you have grounds to dispute the charge with your bank or payment provider under Philippine consumer protection law.

If Loom does not respond to your cancellation request within 30 days, or if they refuse to refund charges made after your cancellation date, you can file a complaint with the National Bureau of Investigation (NBI) Consumer Protection Division or the Department of Trade and Industry (DTI). Stopee advises keeping screenshots of your cancellation confirmation as proof of your request date.

How to cancel loom step by step

Prepare your account before cancelling

Cancellation feels simple, but many users miss their renewal date by a few hours and get charged again. Protect yourself by taking these steps first. Open your workspace settings, find your Plan & Billing section, and take a screenshot showing your current subscription and renewal date. Write the renewal date in your phone calendar three days before it is due. This buffer gives you time to cancel if you change your mind or if support needs to help.

Next, check how many videos you have saved. If you have more than 25 videos, you need to know this before you downgrade to Starter. On the free plan, you can still access all your existing videos, but you cannot create new recordings until you delete videos to stay under the 25-video limit. Save any videos you cannot risk losing by downloading them or exporting them to your computer or cloud storage.

Pro tip: Check which platform you used to subscribe. If you signed up on the Loom website, you cancel on the website. If you subscribed through the Apple App Store or Google Play, you must cancel through those app stores instead. Cancelling in the wrong place is a common reason why subscriptions keep renewing.

• Screenshot your Plan & Billing page with renewal date visible
• Add the renewal date to your phone calendar, three days early
• Count your saved videos and download important ones
• Check your email for the original receipt to confirm where you subscribed

Cancel through the loom website

If you subscribed directly on Loom's website using a credit or debit card, this is the fastest cancellation path. Follow these steps exactly to avoid delays or missed cancellations.

1. Log in to your Loom account at loom.com using your email and password
   • If you have forgotten your password, click "Forgot password?" and reset it before continuing
   • Make sure you are logged into the correct Loom account if you manage multiple workspaces
2. Click your profile icon in the top right corner and select Workspace Settings
   • Do not click your personal profile settings; you need the workspace-level settings
   • If you see multiple workspaces listed, select the one with the active paid subscription
3. Navigate to the Plan & Billing tab in the left sidebar
   • This tab only appears if you have a paid subscription active
   • If you cannot find Plan & Billing, you may already be on the free Starter plan
4. Under your current plan, click the Manage Subscription button
   • Do not click Upgrade or Change Plan; only click Manage Subscription
   • If you see an Edit button instead, click that
5. Look for a Cancel Subscription or Downgrade option near the bottom of the page
   • Read the confirmation message carefully; it should state when your access ends
   • Loom usually gives access until the end of your current billing period
6. Click Cancel Subscription to confirm
   • You will see a confirmation message with a cancellation reference number
   • Screenshot this confirmation or copy the reference number
   • You should receive a cancellation email within a few minutes

Cancel through apple app store (iOS)

If you subscribed to Loom on an iPhone or iPad through the App Store, you must cancel through App Store settings, not in the Loom app itself. Cancelling in the app will not work.

1. Open the App Store app on your iPhone or iPad
   • Not the Loom app; the Apple App Store itself
2. Tap your profile icon in the top right corner
   • This is the circular icon with your Apple ID photo or initial
3. Select Subscriptions
   • You will see a list of all active subscriptions tied to your Apple ID
   • Look for Loom in this list
4. Tap Loom from the subscriptions list
   • If you do not see Loom here, your subscription may have already expired
5. Tap Cancel Subscription or Edit Subscription
   • Apple may ask you to confirm that you want to cancel
   • The wording varies, but the action is the same
6. Confirm the cancellation
   • You will see a final confirmation screen
   • Your subscription will end at the end of your current billing cycle

Cancel through google play (Android)

If you subscribed to Loom on an Android phone or tablet through Google Play, follow these steps to cancel your subscription.

1. Open the Google Play Store app on your Android device
   • Do not open the Loom app itself
2. Tap your profile icon in the top right corner
   • This shows your Google account initial or profile picture
3. Select Manage my subscriptions or Subscriptions
   • The exact label depends on your version of Google Play
4. Tap Loom from your active subscriptions
   • If Loom is not listed, you may not have an active subscription
5. Tap Cancel Subscription
   • Google Play will ask you to confirm once or twice
6. Complete the cancellation by tapping Yes or Confirm
   • Your access will end at the end of your current billing period
   • You will receive a cancellation email

What happens after you cancel loom

After you cancel, your paid features remain accessible until the end of your current billing cycle. You do not lose access immediately. When your renewal date arrives, your account automatically downgrades to the free Starter plan. At that moment, you will have access to 25 videos and a 5-minute recording limit per clip. Any videos you created before cancellation remain in your account and remain playable, but you cannot create new recordings until you delete videos to stay under the 25-video limit.

Warning: If your account already has more than 25 videos when you downgrade, Loom locks your ability to create new recordings. You can still view and share your existing videos, but you cannot record anything new. If you ever want to record again without upgrading, you must delete enough videos to bring your total below 25.

Video links you have already shared with others remain active and playable after cancellation. Viewers do not need any special permissions to watch your videos, so cancelling your subscription does not break links you have sent to clients, customers, or team members.

Refunds and what loom owes you

Refund eligibility for loom subscriptions

Loom's standard refund policy does not cover the current billing cycle if you cancel mid-month. You pay for the full month regardless of when you cancel. However, the Consumer Act of the Philippines allows consumers to request refunds for services not rendered if you cancel before using the service meaningfully. If you signed up for a monthly subscription and cancelled within 24 hours without recording any videos, you have grounds to request a refund under Philippine consumer protection law.

Stopee recommends contacting Loom support at support@loom.com within 7 days of your charge if you believe you qualify for a refund. Explain that you cancelled early and did not use the service. Provide your cancellation date and the charge date. Many companies honour refund requests from consumers in the Philippines if the request is reasonable and documented.

Disputing charges if loom keeps billing you

If Loom continues to charge your card after your cancellation date, contact your bank or card issuer immediately. You have the right to dispute the charge under Philippine banking rules and the Consumer Act. File a dispute within 60 days of the unauthorized charge. Provide your bank with screenshots of your cancellation confirmation and your billing history showing the charge after cancellation.

If your bank rejects your dispute, escalate the complaint to the National Bureau of Investigation (NBI) Consumer Protection Division or the Department of Trade and Industry (DTI). Stopee has supported thousands of consumers who were able to recover unauthorized charges using this process.

Common mistakes people make when cancelling loom

Cancellation stress is real, and small mistakes often result in unwanted charges. Here are the traps to avoid. Many users cancel in the Loom app itself, believing that deleting the app or logging out cancels the subscription. It does not. Deleting the Loom app does nothing to stop renewal charges. You must cancel through your account settings on the Loom website or through your app store.

Another frequent mistake is cancelling through the wrong app store. If you subscribed on your iPhone, cancelling on Android does nothing. If you subscribed on the Loom website, cancelling through the App Store does nothing. Check your original receipt email to confirm which platform processed your subscription, then cancel only through that platform.

Users also sometimes confuse cancellation with a pause or freeze. Loom does not offer a pause feature. Cancelling means your account downgrades to free immediately after your current billing period ends. If you want to return to a paid plan later, you can upgrade again at any time without penalty.

Pro tip: If you want to keep your account but cannot afford the subscription right now, downgrade to Starter instead of cancelling completely. Your videos remain accessible, and you can upgrade again when your budget allows. Downgrading keeps your video library safe while saving money.

Checklist: cancel loom safely

Use this checklist to ensure you cancel correctly and avoid unwanted charges.

• Take a screenshot of your Plan & Billing page showing your renewal date
• Set a phone reminder for three days before your renewal date
• Download or export any videos you cannot afford to lose access to
• Check your original subscription receipt to confirm whether you subscribed on web, App Store, or Google Play
• Log in to the correct platform (website, App Store, or Google Play) and navigate to subscriptions
• Click Cancel Subscription and confirm your choice
• Screenshot your cancellation confirmation page or reference number
• Save the cancellation email Loom sends you
• Check your bank or card statement one week after cancellation to confirm no new charge appears
• If a charge appears after cancellation, contact your bank immediately and reference your cancellation confirmation

When to keep your loom subscription instead of cancelling

Cancellation is not always the best choice. If you record three or more videos per week, the unlimited recording cap in Business (₱1,080.00 monthly) is often worth the cost. If you record daily and need automated transcription or video-to-text tools, Business + AI (₱1,296.00 monthly) may cost less than the time you would spend editing manually. A simple way to decide is to multiply your hourly rate by the time you save each month using paid features. If that savings exceeds the monthly cost, keep your subscription.

Remote teams working asynchronously often find that video messaging reduces meeting fatigue and speeds up decision-making. If your team uses Loom to replace even one or two synchronous meetings per month, the subscription might already pay for itself in recovered time. Stopee recommends calculating your true cost per video before cancelling.

Pricing summary and plan comparison

Contact information and support details

Loom does not maintain a customer service office in the Philippines, but you can reach support through the following channels. Email support is available at support@loom.com with no specific response time guarantee listed. You can also submit help requests through the chat icon inside your Loom account workspace. Response times vary depending on support volume.

Loom's legal mailing address is 140 2nd Street, 3rd Floor, San Francisco, California 94105, United States. If you need to mail a formal complaint or dispute notification, use this address. Include your Loom account email, a description of your issue, and copies of any relevant screenshots or transaction records.

If Loom support does not resolve your cancellation or refund issue within 14 days, escalate your complaint to the Department of Trade and Industry (DTI) Consumer Hotline at (02) 751-6717 or file a complaint online at www.dti.gov.ph. Stopee has helped thousands of consumers cancel subscriptions and recover unauthorized charges by escalating to the DTI when companies fail to respond.

Final guidance on cancelling loom

Cancelling Loom is straightforward if you follow the steps in the right order and cancel through the correct platform. The biggest risk is missing your renewal date by a few hours or cancelling through the wrong service. Use this guide as your reference, take screenshots at every step, and do not hesitate to contact support or your bank if something goes wrong. Stopee is here to support your cancellation journey with clear, practical guidance every step of the way.