LOOM VIDEO Charge on Your Bank Statement

Understanding LOOM VIDEO Charges on Your Bank Statement

If you've spotted a LOOM VIDEO charge on your credit card or bank statement, you're seeing a subscription payment for Loom, a popular video messaging and screen recording platform that has transformed how teams communicate asynchronously. Founded in 2015 and now owned by Atlassian (as of late 2023), Loom allows users to quickly record their screen, camera, or both to create shareable video messages—perfect for tutorials, feedback, demos, bug reports, and async updates that replace lengthy meetings and email threads.

Loom has become essential infrastructure for remote and hybrid teams, educators, sales professionals, customer support teams, and anyone who needs to communicate complex information visually. The platform boasts over 25 million users worldwide across startups, Fortune 500 companies, and educational institutions. These charges on your statement represent subscription fees for Loom's paid plans—Starter, Business, or Enterprise—which unlock features beyond the limited Free tier.

Why Did I Get Charged by LOOM?

LOOM VIDEO charges appear for several reasons related to subscription billing and workspace management:

Monthly Subscription Renewals

The most common reason for LOOM charges is your monthly subscription renewal for Loom Starter or Business plans. Loom bills workspaces on a per-Creator basis—meaning you pay only for users who can record and create videos, not for viewers who only watch. Loom Starter costs $12 per Creator monthly, while Business costs $16 per Creator monthly.

For example, a 10-person team with 10 Creators on Business monthly billing would see charges of $160/month. If you later add 5 more Creators, your next monthly charge would increase to $240 (15 Creators × $16). These charges recur automatically until you cancel or downgrade your subscription.

Annual Subscription Payments

If you opted for annual billing to save roughly 33%, Loom charges once per year: $96 per Creator annually for Starter (effective $8/month) or $144 per Creator annually for Business (effective $12/month). A 10-Creator Business annual subscription would cost $1,440 upfront once per year, replacing 12 monthly $160 charges.

Annual subscriptions auto-renew on your anniversary date unless cancelled beforehand. Loom typically sends renewal reminder emails 7-14 days before annual charges process.

Adding Creators Mid-Cycle

When workspace Admins add new Creators between billing cycles, Loom immediately charges a pro-rated amount for the new seats covering the remainder of your current billing period. For instance, adding 3 Creators halfway through your monthly Business cycle would trigger an immediate charge of approximately $24 (3 Creators × $16 ÷ 2 for half month), and your next full monthly charge would reflect all Creators.

This pro-rata billing ensures you only pay for active time each Creator has access, but it creates additional charges that can surprise workspace admins adding team members without realizing immediate billing implications.

Plan Upgrades

Upgrading from Loom Free to Starter or Business, or from Starter to Business, triggers immediate billing. Loom calculates costs based on your current Creator count and charges for the remainder of your billing cycle (monthly plans) or the full year (annual plans). Upgrades grant instant access to premium features like longer video lengths, custom branding, advanced analytics, and team libraries.

Free Trial Conversions

Loom offers free trials for Starter and Business plans (typically 14 days, sometimes extended during promotions). If you or your workspace Admin signed up for a trial and didn't cancel before expiration, Loom automatically converts the trial to a paid subscription and charges the card on file. Trial-to-paid conversions often catch teams by surprise when multiple members were evaluating Loom and assumed someone else would handle cancellation.

How Much Should I Expect to Pay?

Loom's pricing is structured around Creator seats and plan tiers:

Loom Free Plan

• Cost: $0 forever
• Limits: Maximum 25 videos per workspace (delete old videos to make room for new), 5 minutes per video, unlimited viewers
• Best for: Casual users, freelancers, small personal projects

Loom Starter Plan

• Monthly: $12 per Creator/month
• Annual: $96 per Creator/year ($8/month effective rate, 33% discount)
• Features: Unlimited videos, up to 5 hours per video, engagement insights, integrations (Slack, Gmail, Notion, etc.), custom thumbnails, video trimming
• Best for: Small teams, educators, individuals needing unlimited videos

Loom Business Plan

• Monthly: $16 per Creator/month
• Annual: $144 per Creator/year ($12/month effective rate, 25% discount)
• Features: All Starter features plus custom branding, video editing (cut, stitch, delete sections), advanced analytics, team video library, workspace organization, priority support, SSO (single sign-on), admin controls
• Best for: Growing teams, companies needing brand consistency and detailed analytics

Loom Enterprise

• Cost: Custom pricing (contact sales)
• Features: All Business features plus advanced security, SAML SSO, SCIM provisioning, dedicated success manager, custom contracts, enhanced support SLAs
• Best for: Large enterprises with complex security and compliance needs

Example Charges

• Solo Creator on Starter monthly: $12/month
• 5-person team on Starter annual: $480/year ($40/month effective)
• 10-person team on Business monthly: $160/month
• 25-person team on Business annual: $3,600/year ($300/month effective)

Remember: Only Creators are billed—Viewers (people who only watch Loom videos) are unlimited and free on all plans.

How to Verify Your Loom Charges

To confirm the legitimacy of LOOM VIDEO charges and review subscription details:

1. Log into your Loom workspace at loom.com
2. Click your profile picture (top-right corner)
3. Select Workspace Settings (you must be an Admin or Owner to see this)
4. Navigate to Billing in the left sidebar
5. Review your current plan, Creator count, billing cycle, and next charge date
6. Click Billing History to see all past invoices with dates, amounts, and payment methods

Your Loom Billing dashboard clearly shows active subscriptions, per-seat costs, total monthly/annual charges, and provides downloadable invoices. Loom also sends email receipts to the workspace owner's billing email after each successful payment. Check your inbox (and spam folder) for Loom billing notifications from support@loom.com or billing@loom.com.

Only workspace Admins and Owners have billing access—regular Creators and Viewers cannot see subscription details. If you're not an Admin, contact your workspace owner to review billing information.

What If I Don't Recognize This Charge?

Unrecognized LOOM VIDEO charges can occur for several reasons:

Workplace Team Memberships

Your employer or a project team may have added you to their Loom workspace as a Creator, but billing is handled by the workspace owner or IT department. You might actively use Loom for work—recording product demos, bug reports, or training videos—without realizing there's a paid subscription. The charges appear on the workspace owner's card, not yours, unless you personally own a Loom workspace. Check your Loom account to see which workspaces you're a member of and your role (Creator vs. Viewer).

Forgotten Free Trial Conversions

You or a team member may have started a Loom free trial weeks ago while evaluating async communication tools, added payment information, and forgot to cancel before the trial ended. Loom automatically converts trials to paid subscriptions unless actively cancelled. Search your email for Loom trial confirmation emails or trial expiration warnings from the past month.

Multiple Personal and Work Accounts

If you use Loom for multiple purposes—personal tutorials, freelance client work, and your day job—you might own or admin multiple Loom workspaces under different email addresses, each billing independently. You could have a personal Loom Starter workspace and be added as a Creator to your company's Business workspace, with separate billing for each. Check all email addresses you've used with Loom.

Inactive Workspaces Still Billing

You may have created a Loom workspace months or years ago for a project, course, or team that's no longer active, but the paid subscription continues billing until you formally downgrade to Free or close the account. Loom doesn't automatically cancel inactive workspaces. Search old email accounts for Loom signup confirmations and billing notifications.

Unauthorized or Fraudulent Charges

If you have no connection to Loom, don't recall creating an account, and can't identify any team or workplace connection, the charge may be fraudulent. Contact Loom support at support@loom.com immediately to verify whether a workspace exists under your payment information, then dispute the charge with your credit card issuer and secure your card if fraud is confirmed.

How to Cancel Your Loom Subscription

To cancel your Loom subscription and stop future charges:

1. Log into loom.com as a workspace Admin or Owner
2. Click your profile picture → Workspace Settings
3. Select Billing from the left menu
4. Click Cancel Plan or Downgrade to Free
5. Confirm the cancellation when prompted
6. Your paid features remain active until the end of your current billing period

After cancellation, you won't be charged again, and your workspace automatically downgrades to Loom Free at the end of your paid cycle (monthly or annual). On the Free plan, you retain access to all existing videos but are limited to 25 total videos—if your workspace exceeds this, you'll need to delete videos or upgrade again. Video length is also capped at 5 minutes per video on Free.

Important: Only workspace Admins and Owners can cancel subscriptions. Regular Creators cannot access billing or cancellation settings. If you're a Creator but not an Admin, contact your workspace owner to request cancellation. To identify your workspace owner, check Workspace Settings → Members and look for users with the "Owner" role.

For cancellation assistance or if you can't access your account, email support@loom.com or use the in-app chat support (bottom-right corner when logged into Loom). Loom support is generally responsive and can help with billing questions, account access issues, and cancellation procedures.

Requesting Refunds from Loom

Loom's refund policy is customer-friendly for new subscriptions:

30-Day Money-Back Guarantee

Loom offers full refunds within 30 days of initial subscription purchase for new customers. If you upgrade to Starter or Business and decide within 30 days that Loom isn't right for your needs, contact support@loom.com to request a complete refund. This guarantee applies to both monthly and annual plans for first-time upgrades but typically doesn't cover renewal charges for ongoing subscriptions.

Monthly Subscription Refunds

Monthly charges are generally non-refundable after the 30-day initial window, consistent with SaaS industry standards. However, Loom may consider refunds for specific circumstances:

• Duplicate charges from payment processing errors
• Billing after you cancelled but cancellation didn't process properly
• Unauthorized charges from compromised accounts
• Technical issues that prevented service use despite troubleshooting with support

Annual Subscription Refunds

Annual subscriptions are typically non-refundable beyond the 30-day satisfaction window, as you paid a discounted upfront rate. However, Loom evaluates exceptional circumstances individually—business closure, technical issues preventing use, or billing errors—and may offer pro-rated refunds on a case-by-case basis. These aren't guaranteed but are worth requesting if you have legitimate hardship.

To request any refund, email support@loom.com with your workspace name, billing email address, transaction date, and detailed explanation. Most refund decisions are communicated within 2-3 business days, and approved refunds process within 7-10 business days to your original payment method.

Preventing Unwanted Loom Charges

To avoid surprise LOOM VIDEO charges and optimize subscription costs:

• Audit Creator seats monthly—review Workspace Settings → Members and convert inactive Creators to Viewers (free) to reduce per-seat costs
• Set renewal reminders for annual billing dates to review whether you still need Loom before auto-renewal
• Cancel trials immediately after starting if you're just testing—paid features remain active for the full trial period even after cancelling
• Use Free plan for light usage—if you record fewer than 25 videos and don't need advanced features, the Free plan is genuinely useful
• Choose annual billing if committed long-term—save 25-33% compared to monthly billing
• Consolidate workspaces—if you manage multiple Loom workspaces, consider consolidating to a single workspace to simplify billing and reduce duplicate charges
• Limit Admin/Owner roles—only trusted team leads should have billing permissions to prevent accidental upgrades or Creator additions

The most effective Loom cost management strategy is regularly reviewing your Creator list. Since Loom charges per Creator, teams that organically grow often pay for contractors, former employees, or trial users who no longer need recording access. Converting inactive Creators to Viewers (who can still watch all videos) reduces charges without losing team transparency. Monthly Creator audits can save hundreds of dollars annually for mid-sized teams.

Contacting Loom Support

For billing questions, refund requests, or issues with LOOM VIDEO charges:

• Email: support@loom.com (primary support channel, typically responds within 4-24 hours)
• Live Chat: In-app chat (bottom-right when logged into Loom)—fastest for real-time help during business hours
• Help Center: support.loom.com (comprehensive searchable documentation covering billing, features, and troubleshooting)
• Community: community.loom.com (peer support and feature discussions)
• Twitter: @loom (for service updates and public inquiries)

Loom does not offer phone support—all customer service is via email, live chat, and help documentation. When contacting support, include your workspace name or URL, billing email address, and specific transaction details. Business and Enterprise customers receive priority support with faster response times (typically within 4 hours) compared to Free and Starter users (12-24 hours).

For urgent billing disputes or fraudulent charge concerns, mark your email subject with "URGENT - Billing Issue" and mention if you've already contacted your credit card company. Loom support is generally customer-focused and responsive, with most billing issues resolved within 3-5 business days.