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

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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_ ! 

[shanshanbrooks]

This is not working. I have been locked out of my Loom for Education account for days, and I have sent multiple emails to support. Whatever happened to getting someone on the phone? This is frustrating and ridiculous. Why did Loom have to switch over to this random company? I have heard nothing but bad things about this company, so who knows? 

[shanshanbrooks]

@Brittany Soinski can you please help me get logged back into my Loom account? I have been logged out for almost 3 days, and I need access to my library, please. I have almost 500 videos in my library. I can't get anyone to contact me back. Please help me.

[Brittany Soinski]

Hi @shanshanbrooks I'm so sorry. What a frustrating experience. I don't have the ability to provide technical support, but I've shared this thread with our support team. Were you able to open a ticket via the no-login method? Do you have a ticket number I can share with them?

[shanshanbrooks]

I opened a ticket, but I don't know if it went through or not. I can't seem to locate the status of the ticket. Let me see if I can find the ticket.

[shanshanbrooks]

The steps above do not let me open a ticket. I cannot reach a real person for help.

[Annie Martens]

Hey @shanshanbrooks , 

I'm a manager on the Loom Technical Support Team. I'm sorry for the trouble you're facing here: thanks for opening a ticket with us. I've located it in our team's queue and we'll get back to you there shortly.

[Fidel Gonzalez]

Hey @Annie Martens , How do I access my account. I cannot login this is the error I get. Can someone please help me figure out how to login?

[Mg]

I need to cancel my account right away. Got in by mistake

[Sam Stoof]

Does not help, cannot access my Loom for weeks now, login with Google does not work.

[Chelsey Bird]

I have paid for an upgraded Loom account for the past few years. I most recently paid my annual subscription in November of 2025. When the merger with atlassian happened, I lost access to my loom account and HUNDREDS of videos that I use to support clients.  I really need access to these videos back.  I have been running in circles chatting with the loom AI bot, trying to contact atlassian support and sending in emails to the support@loom.com address (as guided by the AI).  Only to receive a response that says: this inbox is not monitored.  

Is there anything you can do to support me? I have had to create a whole new loom account already to send videos to clients with a 5 min time cap.  I really don't want to pay AGAIN for a subscription fee when I just paid one in November that was meant to last for 12 month.

Please support, I'm desperate. @Brittany Soinski @Annie Martens 

[Sam Stoof]

I hope they can help you Chelsey, they havent solved mine yet.