Loom review
Async video messaging tool acquired by Atlassian — AI summaries and chapters added on top, but the post-acquisition product quality has degraded enough that users are actively migrating.
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Loom was the category-defining async video messaging tool, but the 2023 Atlassian acquisition has produced a product the original user base no longer recognizes. AI features (summaries, chapters, action items) are genuinely useful, but unauthorized charges, broken video stuck states, and templated support responses have driven the Trustpilot score to 1.4/5.
Full review
Loom invented the modern async video messaging category. From 2016 to 2022 it was the default tool for product designers explaining mockups, engineers reviewing pull requests, and sales reps sending personalized loom-style videos to prospects. The product worked, the workflow stuck, and Atlassian acquired it for $975M in October 2023. The AI feature set added post-acquisition is genuinely impressive on paper: auto-generated summaries of long videos, chapter markers, action item extraction with assignees, and sentiment analysis for sales review. For teams already deep in Atlassian (Jira, Confluence), the integrations are best-in-class. But the user experience around billing and support has fallen off a cliff. The Trustpilot 1.4/5 across 208 reviews is among the worst in business software. Top complaint themes: charges after cancellation, videos stuck in 'processing' status for days, refund requests ignored or denied, and support responses that are clearly LLM-templated and don't address the actual ticket. Anecdotal reports of accounts being charged annually after explicit cancellation have circulated through Reddit and Hacker News repeatedly in 2025. The AI features and Atlassian integrations are real — but for solo creators and small teams without existing Atlassian footprint, the operational risk has gotten high enough that alternatives like Vidyard, Tella, and Vimeo Record are seeing meaningful migration.
Pros
- +AI summaries, chapters and action items are genuinely useful for long async videos.
- +Atlassian integrations (Jira, Confluence, Trello) are best-in-class for teams in that ecosystem.
- +Browser-based recording is fast and reliable when it works — no install needed for viewers.
- +Free tier remains useful for evaluation and light use.
- +Brand recognition means external viewers know what a Loom link is.
Cons
- −Trustpilot 1.4/5 across 208 reviews — among the worst sentiment in business software.
- −Multiple documented cases of charges after cancellation in 2025.
- −Customer support responses are increasingly LLM-templated and miss the actual issue.
- −Videos stuck in 'processing' status for days is a recurring complaint.
- −Pricing increased post-acquisition while feature quality has not improved at the same rate.
Best for
- →Teams already deep in the Atlassian ecosystem (Jira, Confluence) where integrations pay off.
- →Enterprise buyers needing async video as part of a broader Atlassian deployment.
- →Light users who stay on the free tier and won't run into billing issues.
Verdict
Loom in 2026 is a cautionary tale of post-acquisition decline. The AI features are good, the Atlassian integrations are real, but the billing and support failures documented in 1.4/5 Trustpilot sentiment are unacceptable for a paid B2B tool. For solo creators or small teams: actively consider alternatives. For Atlassian-heavy enterprises: it's still worth using, but watch billing carefully.
Trustpilot data (used in final score)
208 reviews on Trustpilot with average rating 1.4/5. Bayesian-adjusted equivalent on our 1–10 scale: 2.2 (smoothed with prior C=7.0, m=15 to penalize low-volume noise).
Frequently asked questions
Why is Loom's Trustpilot rating so low?
1.4/5 across 208 reviews is driven by three recurring failure modes: (1) unauthorized charges after explicit cancellation, (2) videos stuck in 'processing' for days, and (3) LLM-templated support responses that don't address actual tickets. The decline correlates strongly with the 2023 Atlassian acquisition.
What are the best Loom alternatives in 2026?
Vidyard (most direct alternative, similar feature set, better support), Tella (creator-focused with more polished editing), Vimeo Record (free with Vimeo account, decent quality), and Bubbles (collaborative async video focused on team workflows). For AI summaries specifically, Descript can replace Loom for most async video use cases.
Should I cancel my Loom subscription?
Reading the Trustpilot reviews and r/loom complaints: yes, with caution. Multiple users report being charged after cancellation. If you cancel: take screenshots of cancellation confirmation, watch your card statements for 2 billing cycles, and dispute charges immediately with your bank if they occur.
Is Loom worth it if my team uses Atlassian?
Probably yes, with billing safeguards. The Jira/Confluence integrations are genuinely best-in-class. But put procurement controls in place: corporate card with documented cancellation policies, monthly billing audits, and a backup async video tool evaluated and ready to switch.
Does Loom have an affiliate program?
Not currently. Loom discontinued its affiliate program after the Atlassian acquisition. Most affiliate sites that link to Loom are linking via legacy programs that may or may not pay out.
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