Can't log in

Question

I have had a Loom account for 3 years, and have always used my google account to log in. Today I keep getting an error that says "cannot authenticate with Google" (see attached screenshot).

Following instructions on the Atlassian Loom support page, I cleared cache, updated my browser (Chrome), and restarted my computer - The error still occurs.

Interestingly enough, in order to post to this thread, I used the same browser and same Google account to log into Atlassian with no issues. All other Google apps and services on this computer are also working fine, which tells me this is a Loom issue, NOT Google.

Stupidly, Atlassian's instructions for contacting support require me to log in to Loom - which I cannot do. Someone PLEASE HELP.

Brittany Soinski · Answer

I'm sorry to hear about your frustrating experience.

Here's a workaround to get in touch with support without logging in:* 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.

Mohanraj Thangamuthu · Answer

Hello, Good day. I am unable to find any cloud sites associated with this email used on this thread. Please share the site URL, I will create a ticket from my end to assist you with the login issue. Thanks!

Brant Schroeder · Answer

@Well Roots Is your Chrome browser logged into with a Google account?  If the answer is yes is it the same account that you used to log into Loom with?

I would suggest trying a different browser to see if you can login.  Let me know what you find out.

I have also escalated this to Atlassian support so they can help out if you are not able to login using a different browser.