Loom inaccessible because the login email is differnt from Atlassian

[Zhenia Vasiliev]

Hi there,

I hope this finds you well. I found it really useful that Loom is now integrated with the rest of Atlassian products. However, I have difficulty logging in now, because my Atlassian account has login email different from the email I use for Loom. So now I cannot log into Loom using my Loom login email because it redirects me to Atlassian, but when logging into Atlassian, I get an error message telling me that I'm using a login email which is not associated with my Loom account.

Let me know what is the best way to work around this!

Best regards,
Zhenia

[Laura Levy]

Hey @Zhenia Vasiliev

If you click need more help? at the bottom of your print screen you should then see a submit button appear. Please let us know if that works - we're hoping to get you in as quickly as we can. Thanks! 

Laura

[Zhenia Vasiliev]

Thank you, Laura. Phew, I was finally able to submit a support ticket! How hard could this be?..

So far, the whole story with this has been completely awful, one bug on top of the other. The Loom rollout looks like a disaster, with users losing access to their accounts and being unable to submit support tickets about it.

I don't want to be the person who is saying those kinds of things, but it is particularly painful because my experience with Atlassian has been fine for years and years.

[Zhenia Vasiliev]

Thank you, Brittany.

I followed your instructions to open the support ticket and have logged in and filled out the form, but I have noticed that the ticket form doesn't have the submit ticket button; the only button that exists there is "Views of Help Resources" - please see the screenshot attached: https://snipboard.io/MYsahe.jpg

Therefore, I cannot submit a ticket.

Regards, Zhenia.

[Brittany Soinski]

Hi Zhenia,

Please open a ticket for support. You need to be logged in to open a ticket, but here's a workaround to do so 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.