Retreive Access to Loom Account

[Lauren Aguilar]

Hi there,

I’m circling back here and hope someone can help. I would like to understand why and how we can retrieve access to our Loom account, previously opened by valor@wanderandivy.com for Wander + Ivy and was then switched to my access (lauren@wanderandivy). When we try to login we get a message that the account was deactivated (see below) and this is not allowing us to download our videos, which we need to do. We are still paying for the Loom Business + AI account.

 Can someone please help us determine who is the admin and what we need to do to gain access? I am Lauren Aguilar, and we had switched over the access to me, as Valor Lea is no longer with the company. If she is no longer with the company but still considered admin, how we are supposed to gain access??

For your help as you investigate, i've also included the link below that shows one example of one of the videos recorded on our Loom account by Valor, but you can see is now under my name. loom.com/share/35cd96e7a9924ef094a7d6136910a8e3?sid=8bb9c140-a6b4-4ef9-9c58-c7c71e0e0131

Hope to hear back soon with a solution for our team.

Thank you.

[Chris Rainey]

Hi Lauren,

A clarifying question. Are you able to successfully sign into your Atlassian account but not the Loom Workspace? Or are you also unable to sign into your Atlassian account?

I ask because there's some documentation available here with some steps to try for troubleshooting. There is a way to contact Loom support but it appears to direct to a sign in first.