Loom Problems & Issues
Real user-reported problems, complaints, and limitations for Loom. Based on analysis of 10 signals.
Issues by Category
Free plan severely limited - only 5 minutes and 100 videos
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.
Atlassian billing uses fixed tiers - small teams overpay
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.
Rigid refund policy with no flexibility on renewals
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.
Recordings fail to save or crash mid-recording
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.
Service outages lock users out of recordings
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.
Basic editing options - not suitable for professional videos
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.
Desktop app constantly opens browser unnecessarily
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.
Customer support is unresponsive
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.
Atlassian login migration broke access for existing users
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.
Audio and video sync issues (Loom lag)
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.
Regret Patterns
Common reasons users regret choosing Loom.
Lost important recording due to crash or save failure
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.
Paid for annual plan then couldn't get support
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.
Couldn't access account after Atlassian migration
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.
Small team overpaid due to Atlassian's fixed tiers
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 Loom Breaks Down
Specific scenarios where Loom fails or underperforms.
Recording an important video for a client/boss
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.
Free tier limits reached
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.
Login system changes after acquisition
Your Google login stops working after Atlassian changes. You can't access your recordings, account merging is confusing, and support isn't responsive.
Audio and video get out of sync
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.
Need support but can't get a response
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.