Loom support not working

[Laurie Elliott]

This is ridiculous. I’ve been trying for 24+ hours to get help — your support form is broken and won’t submit, and I’ve emailed at least 6 different Loom email addresses with absolutely no response. How is there no working way to contact support? I need help with a technical issue ASAP.

[Amanda Barber · Accepted solution]

Hi @Laurie Elliott - I'm not sure what other Loom contact methods you might have stumbled on, but here's the post that shows the best way to get fast Loom support: https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

[Laurie Elliott]

[Laurie Elliott]

[Laurie Elliott]

Thank you, @Amanda Barber I am trying to respond, but every time I try to post a reply I get another error stating that:

There was invalid HTML in the message body that has been removed. If you're posting a link, add the hyperlink using the editor.

There is no link in what I am trying to post. So I guess this just another part of Loom/Atlassan that is not working. I will keep trying.......

[Laurie Elliott]

@Amanda Barber 

[Laurie Elliott]

https://www.loom.com/share/587ba286756d43158701327ab1103e4e

[Amanda Barber]

You could try to contact support using the following steps:

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.

I have also requested assistance on your behalf.

As a community champion (volunteer), I don't have any insight into your actual issue unfortunately. I haven't seen that particular error message myself.

[Laurie Elliott]

@Amanda Barber  thank you very much, I appreciate it.

I will try what you suggested.

[Annie Martens]

Hey Laurie, 

I'm from the Loom Support team, and wanted to let you know I located the ticket you created from the steps Amanda shared above, and I'm getting one of our product experts on the ticket to give you a hand with the technical issue you're facing. 

I'm so sorry you had such a frustrating experience contacting our team. This is the opposite of what we want your experience to be, and we are getting this contact form issue investigated and resolved with high priority. 

I'll send you a reply in your ticket shortly so we can get you moving forward with your Loom ASAP. 

[Jessica]

Hi  @Laurie Elliott 

We're sorry to hear about the issues you were having to contact Loom support and we really understand your frustration not being able to open a request.

I'm not familiar with the Loom support specifically, but if you couldn't raise a support ticket with Amanda's suggestion, could you let me know if you are an admin of your Loom subscription, and we can also try raising a support ticket on your behalf.

From there, we can confirm if there are any issues raising ticket with the Loom team directly, and also address any other technical issues that are blocking you right now.

We are looking forward to hearing from you!

Regards,
Jessica

[Laurie Elliott]

@Jessica No, I have not been able to succesfully submit any support requests and it has now been 3 days. I am assuming I am an admin on my Loom account as I am the only person who uses it, it is my business.