Video unavailable, potentially deleted automatically

[Cyprien Bocher]

Hi everyone,

We are a company that has built an extensive video library on Loom, and we are facing a critical issue. To our surprise, our videos are no longer available and appear to have been automatically deleted.

When we attempt to contact support, the page redirects us to our account with a message stating that our workspace is no longer available. If we try to "Create a new workspace," the page fails to load and loops back to the initial menu.

We are currently completely stuck, and this community forum is our only way to reach out for help.

Regarding billing: We noticed that we weren't charged and didn't receive an invoice last month, even though our payment method is valid and active.

Could someone from the support team please look into this? This is urgent as it is impacting our daily operations.

Thank you in advance for your help.

[Brittany Soinski]

Hi @Cyprien Bocher ,

That sounds incredibly frustrating, I'm sorry you're experiencing that. Please let me know if you've already opened a support ticket- I will send a ping to our support team to escalate it (but need to make sure there's one opened already for them to get in touch with you).

[Cyprien Bocher]

I am unable to open a support ticket for the following reasons:

-Workspace Access Issue: When I log into my account, I get a message saying I no longer have access to the workspace. If I try to create a new one, I am automatically redirected back to that same error page.

-Support Page Loop: When I visit the Atlassian Support page to open a ticket, it redirects me back to the page stating I do not have access to the workspace.

I am stuck in a loop and cannot proceed. Any help would be greatly appreciated.

[Cyprien Bocher]

[Brittany Soinski]

Understood. There are instructions in this help article to open a support ticket without logging in- can you please do so? This will put you in their support queue and allow me to have something to flag for them.

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

[Cyprien Bocher]

Thanks, I just sent a ticket without logging

[Brittany Soinski]

Thank you. Flagging now!

[Cyprien Bocher]

Can you help ?