Can't Login

[Jaime Parks]

I just received a bill from Loom and cannot get into my account to do anything about it.

Password reset emails aren't arriving. When I try signing in with Outlook, I get: "Could not authenticate with Windows/Outlooks, please try again." And when I go to id.atlassian.com, I can log int but it shows zero products connected to my account???

So I'm being charged for something I can't access.

[Kris Klima _K15t_]

Hi @Jaime Parks 

Please, use the advice in this Community article by Atlassian.

https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

It shows how to open a support ticket without being logged in.

[Jaime Parks]

I can't open a support ticket with out a url, SEN, or the EN which I don't have and the system won't recognize my invoice number.  

[Jaime Parks]

I'm even have Claude Cowork help and it hits the same roadblocks I do. 

[Kris Klima _K15t_]

@Jaime Parks 

Even on this path?

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.

[Kris Klima _K15t_]

@Brittany Soinski 

[Jaime Parks]

Thank you @Kris Klima _K15t_ 

[Brittany Soinski]

Please use the no-login path above to get in contact with our support team. This method does not require your URL.

I would suggest using an incognito window for this if you aren't seeing the option that says "continue without logging in" as you may be logged in via your usual browser.

[Benjamin]

Hi @Jaime Parks ,

Would start with support as @Kris Klima _K15t_  has mentioned. 

Here's some articles in the mean time to see if any of the documented checks can help with your login issue:

https://support.atlassian.com/loom/kb/troubleshoot-issues-when-signing-into-the-loom-app-or-extension/

https://support.atlassian.com/loom/docs/cant-access-my-account/

Hopefully, the articles can get you moving again and into checking your billing.

[Jaime Parks]

Hi @Benjamin, I appreciate the links but I've already worked through multiple articles and none of them have resolved my issue. I used the no-login path to submit a support ticket as suggested, but the only responses I've received are more articles rather than actual help. I need a real support agent to investigate my account and either help me regain access or cancel the subscription I can't use. Can you please help escalate this?

[Benjamin]

Hi @Jaime Parks ,

Thanks for the update. See the response from @Brittany Soinski  above. Brittany is from the Atlassian team. Are you able to follow her instructions to get in contact with her team?

-Ben