How do I restore access to my PAID Loom admin account after an Atlassian email change?

[Ricardo Salguero]

Hi Atlassian / Loom Community,

Question:
Has anyone successfully restored access to a paid Loom admin account after changing the email through an Atlassian account, when Loom starts forcing “use your work email” and logging in with Google creates a brand-new free trial account instead of restoring the paid one?

If yes — what exact steps worked, and how did you get Loom/Atlassian support to escalate it?

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My Situation (Facts + Details)

My name is Ricardo Salguero. I’ve been a paid Loom user for several years, and I’m now locked out of my paid admin account. This has been unresolved for 4 days, despite submitting multiple support requests through every possible channel with zero response.

Account Details

• Original signup email (paid Loom account): []

• Updated email (current): []

• Account type: Paid / Admin

• Login previously used: Email-based login

• Email change performed via: Atlassian account

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What Happened

After logging out on Friday, I can no longer access my paid Loom account under [].

Loom now forces me to “use my work email,” and when I attempt to log in with Google, Loom creates a new free trial account instead of restoring my paid one.

Result

• Lost access to all existing recordings

• Unable to record new Loom videos

• Paid subscription is effectively inaccessible

• Atlassian login works, but Loom access is broken

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Proof of Ownership

Here is a Loom video recorded under the paid account that needs to be restored:
[]

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What I Need Help With

1. Restore access to my original paid Loom account

2. Re-associate [] with the correct paid admin account

3. Ensure all recordings remain fully intact

4. Remove or merge the mistakenly created free trial account

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What I’m Asking the Community

• Is this a known issue after an Atlassian email change?

• Is there a specific method to “relink” the paid Loom workspace/admin account?

• Is there any escalation path that actually works when support is unresponsive?

Thank you in advance,
Ricardo Salguero

[Annie Martens]

Hey Ricardo, 

I'm a manager on the Loom Support team. 

Like Philipp mentioned, we don't recommend having personal info in the forum here, so I've edited your post to remove it! 

I see that you have a ticket with one of our Loom Support Engineers and it looks like they've been able to take steps to get a resolution in place for you. If things are still not working properly please feel free to reply on that ticket and we'll continue to give you a hand! 

[Philipp Sendek _catworkx_]

Hi @Ricardo Salguero ,

sorry to hear that you've been having trouble since switching your admin account. Since you've already opened several tickets, do you have an "Escalate" button on any of those? This could help escalate the ticket up one level.

Additionally, I have marked this question for an Atlassian Support Engineer to have a look at. I hope this helps getting your case solved after all.

As a general note of caution: This forum is accessible publicly - or at least to everyone with an Atlassian Account - and there's a high chance for bots to be active here too. Hence, I would not recommend posting personal information here.

Greetings
Philipp