Missing Video Library Access After Account Downgrade

[it miti]

Dear Loom Support Team,

I am writing to request assistance with restoring access to my historical video library. I recently downgraded my account from a premium tier to the free Starter plan. 

Per your official Loom Support Documentation, I understand that while a downgrade prevents me from recording new videos past the 25-video limit, it is explicitly stated that I should retain full access to all historical videos recorded during my paid subscription.

Currently, I am unable to view or access my past library when logging into my account.

Account Information:

• Account Email: [email address removed for privacy]

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Edit: Email addresses were removed from the post to avoid sharing personal information publicly and to align with the Atlassian Community Rules of Engagement.

[Tomislav Tobijas]

Hey @it miti ,

You can reach out to the official Loom support team by following the steps in this article: Need help with your Loom account? Here’s how to contact Support (and get help faster) 👈

What could have happened might be related to the migration of the Loom account to the Atlassian account/platform, as per Logging in to Loom after your account is moved to Atlassian, but still, the easiest way to check would be to reach out to Loom support directly.
In forums, you'll mostly find end users of Atlassian apps like myself, so we cannot help out with these requests.

Cheers,
Tobi

[it miti]

I tried the steps and it takes me to AI powered Chat

[Tomislav Tobijas]

@it miti do you see the "Contact support" option within the Loom widget?

If not, can you try to prompt the AI chatbot a couple of times to see if the option will show up?