Async video messaging for teams — Atlassian acquired it, pricing changed
TL;DR: Loom carries a Risk Score of 24/100 (Mixed Signals) based on 2 documented complaints — mostly minor issues, but worth knowing about.
Loom is an asynchronous video messaging tool that lets users record and share screen + camera videos for async communication. Acquired by Atlassian in October 2023 for $975 million. The Starter plan is free (with limits); Business at $12.50/creator/month; Enterprise at custom pricing.
Loom is a genuinely useful product for reducing unnecessary meetings in distributed teams — async video explanations for code reviews, design feedback, and quick updates are demonstrably faster than scheduling calls. The product is well-designed and the recording + sharing flow is smooth.
The Atlassian acquisition in 2023 changed the pricing structure in ways that disappointed many free-tier power users. The free tier now has more limitations than pre-acquisition, and the Business tier pricing increased. The integration into the Atlassian ecosystem is in progress but not yet deep enough to justify the acquisition for most non-Atlassian-stack users.
Each complaint type is weighted differently in the Risk Score. Billing and marketing deception weigh heaviest.
Complaints are sourced from public platforms spanning US, UK, and global consumers. Each report links back to its original source.
| Platform | Reports | Who's reporting |
|---|---|---|
| 1 | US & global users | |
| Atlassian Community | 1 | Various regions |
Documented pricing complaints, billing issues, and support failures — newest first.
Our AI scanner searches Reddit, Trustpilot, BBB, and news sources for fresh complaints from the past year, paraphrases what it finds, and adds anything new to this page. Takes up to 90 seconds.
Following the Atlassian acquisition, Loom tightened free tier limits — previously free features like unlimited videos and longer recording limits became paid-only. Teams that built workflows on the free tier needed to upgrade or adapt.
Jira and Confluence users expecting deep Loom integration post-acquisition describe the current integration as shallow — basic embed capabilities but not the workflow-level integration that would justify the acquisition premium.
We've documented 1 billing complaint against Loom — a signal worth weighing before committing to a paid plan. Its Risk Score of 24/100 puts it in the "Mixed Signals" band. See the full complaints breakdown → before deciding.
Cancellation difficulty is one of the top SaaS frustration patterns. Check the complaints page → — we tag cancel-related issues under "Billing" and "Contract Trap" categories. If none are documented yet, run a scan to surface what's currently out there.
Hidden-fee complaints fall under our "Billing Issue" category. We've documented 1 billing complaint for Loom so far. See all complaints → for the full picture.
We track other video conferencing & async communication tools and rank them by Risk Score. See our alternatives comparison → to find lower-risk options in the same category.
The highest-severity documented complaints involve billing problems. Read all 2 documented complaints on the complaints page →
Probably not in the strict legal sense — most SaaS products with bad reputations are real companies delivering a real (if disappointing) product. But "is it a scam" is the question people ask when they feel they were misled. Read our full scam analysis →
We weight each warning by severity (Low to Critical) and category, then aggregate. Lawsuits and misleading-marketing claims weigh heaviest. The current 24/100 score puts Loom in the "Mixed Signals" band. Full methodology →
Each warning is paraphrased from a public source — BBB filings, Trustpilot or G2 reviews, Reddit threads, Capterra ratings, court records, or news articles. The source URL is attached to every warning so you can verify it yourself. More on our methodology →
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