Cannot Access Loom Account or Atlassian Support Portal

Question

Hello,
I am unable to log in to my Loom account, and my Loom is integrated with Atlassian. I also cannot access the Atlassian support portal because I am locked out of my Atlassian account. I do not have access to my recovery email or authentication methods, so I am unable to complete any self-service recovery steps.

I need help regaining access to my Loom account or moving my videos to a new account,  or guidance on how to proceed when I cannot log in to either Loom or Atlassian support.

Product: Loom (integrated with Atlassian)

Issue: Locked out, cannot access support portal, no access to recovery email. I do have access to my phone still.

Thank you for your assistance.

Amanda Barber · Accepted Answer

Hi, @Michael Burns - this sounds so frustrating! Without logging in, you can still get in touch with Atlassian support here: https://support.atlassian.com/contact/

Brittany Soinski · Accepted Answer

If you can't log in to open a ticket, please follow these steps:

Visit our support page: https://www.atlassian.com/company/contact

In the link, select "Pricing, billing and licensing"

Continue without logging in

Enter your email

In "how can we help you" select "other"

Skip the URL etc

Add your concern in "Your Question" field. This should go to our queue, we can move it to Loom Support.

Jessica · Accepted Answer

Hi @Michael Burns

Since can't see any account details for your Atlassian Account and the subscriptions tied to it, and in case you are using a different email from the Atlassian Accounts services/Loom from the one used to create this thread in community, we have created a support ticket on your behalf to ask for more information.

Since those are sensitive information, please share the information on the support ticket, that you should have received on your email box and reply us from there.

Regards,
Jessica