Cannot Access Loom Account or Atlassian Support Portal

[Michael Burns]

Hello,
I am unable to log in to my Loom account, and my Loom is integrated with Atlassian. I also cannot access the Atlassian support portal because I am locked out of my Atlassian account. I do not have access to my recovery email or authentication methods, so I am unable to complete any self-service recovery steps.

I need help regaining access to my Loom account or moving my videos to a new account,  or guidance on how to proceed when I cannot log in to either Loom or Atlassian support.

Product: Loom (integrated with Atlassian)

Issue: Locked out, cannot access support portal, no access to recovery email. I do have access to my phone still. 

Thank you for your assistance.

[Jessica]

Hi @Michael Burns 

Since can't see any account details for your Atlassian Account and the subscriptions tied to it, and in case you are using a different email from the Atlassian Accounts services/Loom from the one used to create this thread in community, we have created a support ticket on your behalf to ask for more information.

Since those are sensitive information, please share the information on the support ticket, that you should have received on your email box and reply us from there.

Regards,
Jessica

[Brittany Soinski]

If you can't log in to open a ticket, please follow these steps:

1. Visit our support page: https://www.atlassian.com/company/contact
2. In the link, 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 etc
7. Add your concern in "Your Question" field. This should go to our queue, we can move it to Loom Support.

[Amanda Barber]

Hi, @Michael Burns - this sounds so frustrating! Without logging in, you can still get in touch with Atlassian support here: https://support.atlassian.com/contact/

[Michael Burns]

The issue with that site, is it ask for an URL for the app.  I just had a loom account I paid for no more no less. So there is no URL I can enter and I can't bypass that entry

[Amanda Barber]

Hmm, ok! I requested assistance on your behalf. A support engineer should respond on this thread within 2 days.

[Michael Burns]

Thank You.