Error when connecting to loom because of wrong address

[Anna KIM]

Hello,

I had an account with Loom before it became merged with Atlassian.
The email of google account (my domain) changed few years ago but when merging with Atlassian, Atlanssian used my old email for login that I do not have anymore.

So the problem is I cannot login to Loom anymore. I have paid until february 7, I need it for my business and I cannot login anymore.

I tried to changed my email address on Atlassian main account (I don't know why but there I can login) but I do not recieve the confirmation email to finalize the change.

I am really helpless right now and without loom, my business get hurt !!
I wanted to send support email but I get redirect here... getting crazy.

Is there anyone who had similar issue ??

[Anna KIM · Accepted solution]

Thank you all for your help !

I found a way to connect to my account with my "real" email address.
I went to login and instead of connecting with my google account I just wrote my current email address. It said that I already have an account so I put a wrong password (I didn't have any).
And then "reset your password" option apeared. So I reset my password with my current email and I finally could connect !!

I retrieve my business loom account. But we are already the 5th so I don't really know if I want to pay again as Atlassian made big mess and got a lot of "system issues"...

Let's see.

[Nikki Edwards]

Hi I have the exact same problem. Has there been a resolve to this?

[Brittany Soinski]

Hi Anna,

Here's a workaround to get in touch with Loom support without logging in:

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.

[Anna KIM]

Thank you but there is a technical issue in Atlassian system so I got an error when I want to send the form...

[Kris Klima _K15t_]

Hi @Anna KIM and welcome to the Community.

It seems that you are on the Free tier of Loom given the fact that you're being redirected to the Atlassian Community for support. However, it seems that your issue is with your Atlassian account not with the product and that it's not your fault.

I'm going to raise the issue with Atlassian.

Anyway...

I presume, that you can access this page - it's where you can change your Atlassian account email....  https://id.atlassian.com/manage-profile/email

Can you still log in there?

I have an idea...

Do you have any other Atlassian app? If not, just get Confluence Free and use your current Atlassian account to which you have access to

https://www.atlassian.com/software/confluence/pricing - there'd be a link to start a free trial of Free Confluence.

Once you're set up, go to the admin section https://admin.atlassian.com/ 

Then navigate to the Atlassian Apps section as indicated.

If you see Loom there, you can try log in there.

(The nuclear option would be to start a Standard Confluence trial with your Atlassian Account - this would give you access to Atlassian Support - https://support.atlassian.com/contact/#/  and you could ask them sort out what looks like an account mixup during the Loom/Atlassian account merger).