Request to Change Educational Account

[jj3042]

Since my educational account is set to expire soon, I requested in April to change the email address for my existing Education Loom account to my new educational email address , and the change was processed as of April 11. (LCS-4801: account - Update account details)

However, when I logged into Loom today, I was automatically logged in to my old Education account.. When I tried to log in to my new Education account—even though I entered the correct password—I received a message stating that the password was incorrect. After changing the password, my account was set to the “Starter Free” plan. Please look into this

[Samuil Enchev · Accepted solution]

Hi @jj3042, 

Welcome to the Community! 

As Kris mentioned, the best way to get this sorted is by reaching out to the Loom support team directly. You can find the step-by-step guide on how to do that right here: Need help with your Loom account? Here’s how to contact Support (and get help faster).

I’ve taken a look and can see you already have a ticket open with them (LCS-59453). Keep an eye out for a response there! I’ll also keep a close watch on the ticket from my end to make sure everything stays on track for you.

Let us know if you need anything else!

Best,
Samuil

[Kris Klima _K15t_ · Accepted solution]

Hi @jj3042 

As this a public Community forum, we cannot handle your account issues.

However... this article might help, it's specifically about Loom account issues

https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

There's a section for 'no account' contact option.

Also, I requested assistance of Atlassian support on this case.

Account mixup is, unfortunately, a common thing with Loom due to the original Loom licenses and their transfer into Atlassian account licenses.

[jj3042]

Thank you for your help. I was so surprised and flustered, and since I didn’t know how to file a ticket, I was really worried. Thanks to your help, I’m now in the process of submitting my inquiry.

[Nabeel awan]

It sounds like the email change may have created or redirected you to a separate Loom account rather than updating the original Education account. Since the original account was already updated under LCS-4801, I’d suggest contacting Loom support and providing the ticket number, both email addresses, and the approximate date of the change. They should be able to verify which account is associated with the Education entitlement and restore the correct plan.