Lost All Recordings + Google Login Broken After Atlassian Integration — Paid Annual Plan, Forced to

[Sam Stoof]

Hi Loom Community,

I'm posting here because I've been left with no working path forward and I need answers — both from the Loom team and from anyone else who has experienced this.

What happened:
After the Atlassian integration rolled out, I was hit with a continuous authentication error on my original account: "Could not authenticate with Atlassian, please try again." My Google account login — which I had always used for Loom — is now completely inaccessible. And most devastatingly: every single one of my recordings has been wiped.

I use Loom as a professional designer to send client deliverables, design walkthroughs, and project reviews. These videos are not casual content — they are part of my active client workflow. Losing them without warning is a serious professional setback.

Because I had no other option, I was forced to create a brand-new account:

• New workspace: [email address removed for privacy] / [site URL removed for privacy]

On top of all of this — I paid for a full yearly plan in February 2026. I am now locked out of the account attached to that subscription, with no recordings, no access, and no resolution in sight.

I am asking:

• Has anyone else experienced total recording loss after the Atlassian migration?

• Is there a known recovery path for Google login-linked accounts that are now inaccessible?

• Can the Loom team confirm whether recordings can be restored from the original account?

I have already reached out to billing directly, but I wanted to raise this here publicly because this level of data loss tied to a forced platform migration is unacceptable — particularly for paying users who depend on Loom for professional work.

I'd appreciate any guidance from the community or an official response from the Loom team.

[Tomislav Tobijas]

Hey @Sam Stoof ,

I've seen Loom redirection issues once or twice. Especially if you're using multiple/different Loom accounts (in your case, old and new one). I haven't had the case where a self-managed account was integrated with Google, so that might influence the whole experience here as well.

Now, what I'd recommend is first trying to use an incognito window or a different browser, simply to check out or eliminate browser caching.

So:

1. Open incognito/new browser
2. Try to open loom.com 
3. Enter your old email address (the one connected to the Google account you used previously)

Now, two things could happen:

1. System will say to try to log in with Atlassian - using that old account
2. It will redirect you to the new user account you've created 

It shouldn't be possible to have two Atlassian accounts with the same email, so the only reasonable solution would be that there are now two accounts - one is Atlassian and another is Loom (not connected to Atlassian directly).

🤔 But... It wouldn't be the first time something got messed up in the database during the migration. The only way to be sure is to check with Atlassian/Loom support team (as you already did). There are two ways to reach out to them:

• Need help with your Loom account? Here’s how to contact Support (and get help faster)

• Atlassian Support: Pricing, Billing & Licensing

As for the videos, I'm almost certain they are all there (somewhere), just tied to that account, which you cannot currently access. If you have any of the previous links (for one or more videos), you could confirm if you can access the recordings (if they were set to public).

Sadly, I cannot be of much assistance here, but I can just confirm that this system migration can sometimes not be as seamless as the marketing advises. 🫤

Cheers,
Tobi

[Sam Stoof]

Hi, I get redirected to the new and empty Loom account... Did not solve it.

[Tomislav Tobijas]

@Sam Stoof I'd then recommend reaching out to the Loom support team via one of the linked channels. Recommendation is to use Need help with your Loom account? Here’s how to contact Support (and get help faster), but if, for any reason, you cannot submit a ticket there, you can use the other one. 👈