I can't login!!!!

[Nicole Bouwman]

I've cleared my cache, I've updated my browser, and I did a full restart. I am still getting an error; The following error happened during authentication: « Could not authenticate with Atlassian, please try again. If the issue persists reach out to an admin or the Loom support team.»

[shanshanbrooks]

These steps do not work to create a ticket. There is no way to reach a real human for support. I have been locked out of my account for days. This is beyond ridiculous and horrible customer service.

[Nicole Bouwman]

I even followed Amanda Barber's response below and there has been zero response so far. Any look on your end?

[Amanda Barber]

Hi, @Nicole Bouwman - it would be best to touch base with support directly about this error. 

If you can’t access your account to open a ticket, use this no‑login path:

1. Visit our support page: https://www.atlassian.com/company/contact

2. 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 fields if they don’t apply.

7. Describe your issue in “Your Question.” This will open a ticket with Atlassian Support.

[Nicole Bouwman]

I have done this and I have not received a response. 

[Amanda Barber]

Thanks, with the holiday and weekend, I'm sure you'll hear back soon. I believe it's typically around 2 business days. 

[Samuil Enchev]

Hi @Nicole Bouwman

I’m sorry to hear you’re still blocked by this authentication error. Since you've already tried clearing your cache and restarting, this likely requires a look at your account on our backend.

I checked our records and could not find an open ticket with Loom support with your email. If you opened the ticket using a different email, could you please let me know the ticket key (LCS-XXXXX or CA-XXXXX)? If I have that I can make sure it gets expedited. 

If you can't find an email notification in your inbox containing the ticket key, you would need to create a new ticket.

Go here and use the grey letter at the bottom of the page to file a ticket with us: https://www.loom.com/i/2616612c774c4dcb9aeec75de788ceb9

In general, this is the standing guidance for filing tickets when customers can't access their account: https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

Thank you,
Samuil