Need help with your Loom account? Here’s how to contact Support (and get help faster)

[#1]

Welcome

We’re glad you’re here!

If you came to the Loom Community for help with a Loom issue, this post explains the fastest way to reach our Support team.

We’re unable to troubleshoot technical issues or account-specific issues (such as billing) in Community.

When to contact Loom Support

We know running into account or technical issues can be frustrating. If you need help with account, billing, login, or technical issues, please open a ticket with our dedicated Support team.

Support is the quickest and most secure way to resolve your issue, because our agents may need to look at information we can’t safely discuss in a public forum (like your account details, billing information, or examples of your Looms).

How to contact Support (when you’re logged in)

Please use this path to contact our Support team through your Loom account. 

1. Sign in to your Loom account.

2. Click the “?” help button at the lower-right corner.

Login troubles? (No‑login path)

If you can’t access your account to open a ticket, use this no‑login path:

1. Visit our support page: https://www.atlassian.com/company/contact

2. Select “Pricing, billing and licensing.”

3. Continue without logging in.

4. Enter your email.

5. In “How can we help you,” select “Other.”

6. Skip the URL fields if they don’t apply.

7. Describe your issue in “Your Question.” This will open a ticket with Atlassian Support.

FAQ: What you need to know about the Loom customer integration with Atlassian

As your legacy Loom workspaces are integrated into Atlassian, your videos and settings will remain intact, but how your account is billed and how you manage your users will change. If you have questions about pricing or your seat count, or are preparing for your upcoming integration, please read the step‑by‑step details in our integration guides listed below. Integrations are happening on a rolling basis, and Loom will communicate with your workspace Admins via email and in the Loom app at least 30 days prior to the integration.

Helpful resources to bookmark

• Atlassian integration FAQ

• Pricing and billing changes overview

• Troubleshooting:

  • Where to find your invoices

  • User profiles moving to Atlassian

  • Moving content between workspaces

  • Switching between workspaces

Thanks for being here

Our Loom Community is a great place to learn best practices, share tips, and connect with other users, Community Champions, and Atlassians. We look forward to engaging with you and learning from you!

[Kris Klima _K15t_]

Thanks for putting this together @Brittany Soinski 

I'm bookmarking this to share with stranded users as there's plenty of folks who have Loom billing or account issues, very often related to their old Loom account migration to the Atlassian account.

[Brittany Soinski]

Thank you, @Kris Klima _K15t_ !