How do I contact Loom Support

[John Gemmell]

I am a member of Loom for past 4 years. 
Attempt to open it this morning to record a report. 
I cannot record the normal way. Plus Contact Loom support within my account is not working as the 'Send Message' is not working. 

How in the hell do I get intouch with Loom Support - So Frustrating. 

[Tansu Akdeniz · Accepted solution]

Hi @John Gemmell 

Please try contacting here: https://support.atlassian.com.

[John Gemmell]

Thank you.

[Annie Martens · Accepted solution]

Hey John, 

I'm a Technical Support Manager for the Loom team at Atlassian. I see that you do now have a ticket open with our support team, where one of our Support Engineers, Snigdha, is providing technical assistance with the issue you're facing with recording where she's advising some troubleshooting steps including a full uninstall and reinstall which typically resolves this kind of issue.

It sounds like you were also facing an issue with hitting "Send Message" in our contact form from the ? menu in your Loom Library.

I'm sorry you had trouble getting in touch with Loom Support when you needed it. What you encountered was unexpected and in testing on my side I don't see that it is currently happening, but if you continue to see this issue, please let us know in your ticket with Snigdha and we'll work with you to get to the bottom of the problem. 

Thanks,

Annie

[John Gemmell]

Hi Annie 

This has been an extremely frustrating time and to be honest support is very average. I am still stuck with no progress so i am currently searching for alternative providers. I am looking at Tella currently. Even though I have just paid my 12 month subscription a few weeks ago. 

I cannot get Loom to operate on any other screen other than My Loom home page. I can not uninstall it and re-install it as was suggested.
The last option (hard to follow) was to use a tool that manually uninstalls it and I lose all 59 recent reports that I have just produced that are available for the next month to be accessed by clients.  Plus, I have several more to do.  

This is so annoying. Can I please arrange for a Zoom or Teams call so someone can assist. 

Regards John 

[Annie Martens]

Hey John, Snigdha let me know you were able to work together to reach a resolution on this by doing a fresh install of the app.

I'm glad things are resolved, but if you face further issues, replying to the ticket with Snigdha will allow us to continue assisting! 

[John Gemmell]

Thank you Annie,
Yes we ended up having a Zoom call, shared the screen and assisted sorting the issue. Much appreciate your comment on the community feed, as that generated change. Thanks again. 
Regards John