Getting Full Access to my Paid Loom Account Trial

Question

I have tried twice to record a Loom video that was going to be more than 5 minutes, but it keeps ending at the 5 minute mark, even though I have the Business+AI trial and have my credit card payment already lined up to start on January 27, 2026.

What am I doing wrong? I think I have to link my Atlassian account to my Loom account, but both platforms want to sign me in using my Google account. Can I just get a normal username and password to streamline this process.

Thank you, Mark Lambert -

Brittany Soinski · Answer

Hi Mark! It sounds like you might have the wrong workspace set as your default. It sounds like you may also have a free workspace under the same email address. Here's a Loom that I recorded for another user that will be helpful! https://www.loom.com/share/48665928065b47c086214e4227570d42

Robert DaSilva_a432as · Answer

Hi @Mark Lambert ,

I've edited your post to remove personal identifiable information, as the Atlassian Community is a public forum.

Could you go into details on how you're recording your Loom? Are you using the Desktop App, the Chrome Extension, or another method?

So long as you're signed into the Atlassian Account that has the active trial, you should be able to use the full list of features. If your Loom Account and Atlassian Account aren't linked, and you're having issues, you can reach out to Atlassian Support directly. That can be done via support.atlassian.com.

Here are some help articles that might prove useful:

* https://support.atlassian.com/loom/docs/merge-atlassian-and-loom-accounts/
* https://support.atlassian.com/loom/docs/use-loom-with-an-atlassian-account/

Hope this helps!

Robert