Loom support is NOT working

[César Magos]

I’m reaching out to report an issue that has been affecting your platform for the past five days.

Whenever I try to create a support ticket, I receive an error message stating: “Unable to create the ticket.” This makes it impossible to contact your support team through the usual channel.

This issue has persisted consistently, and I’m currently unable to get the help I need. I specifically require assistance with a video-related matter, but I have no way to submit a request due to this error.

Please fix this issue as soon as possible or provide an alternative way for me to receive support.

I already tried deleting cookies, other browsers, logging in and out, nothing works.

I would appreciate a prompt response.

[Amanda Barber · Accepted solution]

Hi, @César Magos - I've seen this come up a few other times. I'm not sure what might be going on, but you can contact support another way. Here's some more information: https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

I'd try this:

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.

[César Magos]

Thank you Amanda 

[Annie Martens]

Hey @César Magos , 

Annie here from the Loom Support team. We've identified an issue causing some customers to see errors when trying to open a ticket with us. We are working as a priority to resolve this issue. For now, thank you for reaching out here. Amanda shared some great instructions above for opening a ticket in an alternative route - I can make sure that ticket lands with our Loom Product Experts ASAP if you're able to share the ticket number (it'll be in a format like this: CA-#####). 

Thanks César, and I'm so sorry for the trouble you're having here.