How can we recover videos from a deleted Loom account of a former employee (free plan, no Atlassian

[Michael Storz]

Hi everyone,

a former employee of our company recorded internal tutorial videos on Loom using his work email on our company domain. After he left, his email was deactivated. We have since reactivated the address (we own the domain) and tried every login method – Loom password reset, Atlassian password reset, and Google login. All of them lead to a newly created, empty Starter account (0 videos).

His old video links show "This Loom isn't available – The video may have been deleted or archived by its creator." So it looks like his original account including all videos was deleted.

Additional context:

• Our Loom workspace ("SET & SETTING", 6 members) still exists, free plan.
• I have Org Admin access to the Atlassian organization, but we have no Atlassian cloud site – so the technical support contact form rejects us (it requires a *.atlassian.net URL).
• A GDPR data access ticket was redirected here to the community.

Questions:

1. Is there any way for Atlassian/Loom to check server-side whether a deleted account and its videos are still recoverable, and how do we reach that team as free-plan users?
2. Does Loom delete inactive free accounts automatically, and is there a grace period during which content is retained?

Any pointers to the right escalation path would be hugely appreciated. Thanks!

[Tomislav Tobijas]

Hi @Michael Storz ,

As stated in this official article:

If you delete your account, all of your videos, transcripts, and view counts will be deleted within a reasonable period of time. Deleted data cannot be recovered.

We may retain some information such as support tickets you submitted during your time using Loom, backups for up to 30 days, or de-identified data.

So it kinda depends on when the deletion/deactivation happened. Mainly, we're talking about a 14-day grace period within which you should be able to recover the data/videos.

Anyway, can you try following these instructions to create a new ticket: Need help with your Loom account? Here’s how to contact Support? I believe you should be able to raise a ticket that way as well, no matter whether you're on a free plan. 🎟️

An alternative approach would be to start free trial of a paid plan (I believe that's possible even if you haven't migrated to Atlassian yet), raise a ticket and switch back to free plan once you get that resolved.

Cheers,
Tobi