Loom Problems & Issues
SaasRecord quick videos of your screen and cam
Score breakdown
Loom excels at simplicity for basic async video communication. However, recording reliability issues, poor customer support, restrictive free tier, and post-Atlassian login problems significantly hurt the experience. Best for Atlassian-heavy teams who can tolerate occasional issues.
Overview
Video messaging and screen recording tool owned by Atlassian. Trustpilot: 1.5/5 from 178 reviews (69% 1-star). Users report recording failures, poor support, login issues after acquisition. Free tier heavily limited.
Signals & Issues
Patterns extracted from real user feedback — not raw reviews.
Users report frustrating situations where recordings fail to save after completion. The app crashes mid-edit or mid-recording without warning, losing all work. Some users report the app getting stuck in infinite loops requiring force quit.
Multiple outages in late 2025 locked users out of their recordings for hours. The last officially acknowledged outage was November 19, 2025. For a paid tool used for important communications, reliability issues are unacceptable.
Users report paying for Loom but service not working, with support emails going unanswered after multiple attempts. One user paid $180/month but received no response to three support emails. Weekly support emails are required because something doesn't work.
Since Loom switched to Atlassian's login system, users report they can't log in anymore after previously signing in with Google. Reports of 'login loops,' forced Google logins, and difficulty merging legacy accounts are common after the acquisition.
Users frequently experience 'Loom lag' where audio and video fall out of sync, making videos hard to watch and understand. Audio cuts out, becomes choppy, or microphone issues persist. Camera feed sometimes disappears during recording.
The free Starter plan only allows 5-minute recordings and access to only 100 videos. This is significantly more restrictive than competitors. Users are pushed to paid plans quickly, with Business starting at $15/user/month.
On Atlassian.com purchases, billing uses fixed user-tiers (50, 100, 250) with no monthly option, so small teams often overpay for unused seats. Coupons from Loom.com don't apply to Atlassian purchases.
Users report a rigid refund policy with zero flexibility on renewals. Some mention unexpected charges or difficulties canceling subscriptions. This has led to frustration among users who expected better customer experience.
Editing options are very basic - users can't add text overlays, transitions, or do professional editing. Not ideal for polished, professional video production. Users desiring more editing features are disappointed.
The desktop app has issues with constantly opening the browser when it shouldn't, or not transitioning well to the browser once a recording is complete. The record button sometimes has bugs requiring multiple clicks.
What Users Love
Very easy to use for basic screen recording
Loom excels at simplicity. Recording screen and camera is quick and intuitive with just a few clicks. The learning curve is minimal, making it accessible for non-technical users.
Quick sharing without large file uploads
Videos are hosted by Loom, so sharing is just copying a link. No need to upload large video files to email or cloud storage. Recipients don't need a Loom account to view.
Reduces need for unnecessary meetings
Loom enables asynchronous video communication, allowing users to send video messages instead of scheduling live meetings. This saves time and respects different time zones.
Good Atlassian ecosystem integration
Since the Atlassian acquisition, Loom integrates well with Jira, Confluence, and other Atlassian products. Teams already using Atlassian tools benefit from seamless workflows.
Pricing Plans
Users: 1 user
Storage: 100 videos accessible
Limitations: 5-minute max per video, Only 100 videos accessible, No advanced editing, No custom branding, No engagement insights
Users: Per user
Storage: Unlimited videos
Limitations: No AI enhancements, Some team features limited
Users: Per user
Storage: Unlimited videos
Limitations: Enterprise features still locked
Users: Unlimited
Storage: Unlimited
Limitations: Requires sales call, Long-term commitment expected
Features
Recording
- Screen Recording
Full screen, window, or browser tab
- Webcam Recording
Bubble overlay or full cam
- Audio Recording
Mic and system audio, sync issues reported
Editing
- Basic Editing
Trim, cut - no advanced features
- Text Overlays
Not available - use other tools
- Transitions/Effects
Not available
AI
- AI Transcription
Business+ tier only
- AI Filler Word Removal
Business+ tier only
- Auto Chapters
Business+ tier only
Sharing
- Link Sharing
Core feature - easy sharing
Security
- Password Protection
Business tier and above
Analytics
- Engagement Insights
Who watched, how long
Platforms
- Desktop App
Windows, macOS
- Chrome Extension
Available but less reliable than app
- Mobile App
iOS, Android - limited features
Integrations
- Atlassian Integration
Jira, Confluence, Trello
Who Should Use This?
Good Fit
Teams replacing some meetings with async video
Loom excels at quick async communication. If your goal is sending video updates instead of scheduling calls, Loom's simplicity makes it ideal for this use case.
Atlassian-heavy organizations
Since the Atlassian acquisition, Loom integrates well with Jira, Confluence, and Trello. Teams already invested in Atlassian tools get seamless workflows.
Sales and customer success teams
Quick video messages for prospects and customers work well with Loom. The engagement insights help track who watched and for how long.
Sales teams
Perfect for async demos and follow-ups. Sales reps use Loom to send personalized video messages that get better response than text.
Engineering teams
Great for code walkthroughs, PR explanations, and async standup. Developers use Loom to explain complex changes without meetings.
Customer support teams
Show don't tell - support sends Loom videos for complex instructions. Reduces back-and-forth and improves customer satisfaction.
Neutral
Users who need reliable recording
Loom has had stability issues including crashes, failed saves, and service outages. For mission-critical recording, have a backup option ready. Save frequently.
Avoid
Users needing professional video editing
Loom's editing is basic - no text overlays, transitions, or advanced features. If you need polished, professional videos, use dedicated video editing software like ScreenPal, Camtasia, or DaVinci Resolve.
Free users needing videos longer than 5 minutes
The free plan caps recordings at 5 minutes, making it impractical for tutorials, training, or detailed explanations. Screencastify and others offer longer free recordings.
Small teams on Atlassian billing
Atlassian purchases use fixed user-tiers (50, 100, 250) with no monthly option. A 5-person team may pay for 50 seats. Buy directly from Loom.com for exact-seat billing.
Regret Patterns
Common buyer's remorse scenarios reported by users.
Users complete a perfect recording only to find it didn't save due to app crash, internet hiccup, or bug. The content is lost with no recovery option. This happens more frequently than expected for a paid tool.
Users commit to annual billing to get the lower rate, then experience issues that support doesn't respond to. Rigid refund policy means they're stuck paying for a tool that doesn't work properly for them.
Long-time users suddenly locked out after Loom switched to Atlassian login. Legacy Google account login no longer works, and merging accounts is confusing. Some lost access to years of recordings.
Teams purchasing through Atlassian discover they must buy in fixed user tiers (50, 100, 250). A 10-person team ends up paying for 50 seats. Direct Loom.com purchase would have been cheaper.
When It Breaks Down
Scenarios where this product tends to fail users.
The app crashes or fails to save after completing the recording. You've lost your content and have to re-record from scratch, potentially missing a deadline.
You hit the 5-minute limit mid-recording or discover you can only access 100 of your videos. Upgrade pressure kicks in, but $15/user/month feels steep for occasional use.
Your Google login stops working after Atlassian changes. You can't access your recordings, account merging is confusing, and support isn't responsive.
Your recording has noticeable 'Loom lag' where audio and video don't match. The video becomes hard to watch and you can't fix it in post-production due to limited editing.
Something breaks and you email support. Days go by with no response despite having a paid account. The issue persists and you have no way to resolve it.
Alternatives Users Switch To
Screencastify
6x mentionedEducators switch to Screencastify for better Google Drive integration and the ability to embed interactive questions in videos. Better suited for K-12 education.
Camtasia
5x mentionedUsers needing professional editing switch to Camtasia for advanced editing features, annotations, transitions, and one-time purchase (no subscription). Better for polished tutorials.
ScreenPal (Screencast-O-Matic)
5x mentionedBudget-conscious users switch to ScreenPal for more generous free tier and affordable paid plans. Offers more editing features at lower price points.
Vidyard
4x mentionedSales teams switch for better analytics. Gain: viewer tracking, CRM integration. Trade-off: more expensive, sales-focused.
Tella
4x mentionedUsers wanting production quality switch to Tella. Gain: better editing, backgrounds, polish. Trade-off: more complex, higher price.
CloudApp
3x mentionedUsers wanting screenshots + video switch to CloudApp. Gain: better annotation tools, GIFs. Trade-off: less video-focused.
Frequently Asked Questions
See how Loom compares in our Best Team Communication Software rankings, or calculate costs with our Budget Calculator.
Work at Loom or spotted something outdated? Suggest a correction — we verify every change against public sources. See our methodology.