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Need help with your Loom account? Here’s how to contact Support (and get help faster)

Brittany Soinski

Welcome

We’re glad you’re here!

If you came to the Loom Community for help with a Loom issue, this post explains the fastest way to reach our Support team.

We’re unable to troubleshoot technical issues or account-specific issues (such as billing) in Community.

When to contact Loom Support

We know running into account or technical issues can be frustrating. If you need help with account, billing, login, or technical issues, please open a ticket with our dedicated Support team.

Support is the quickest and most secure way to resolve your issue, because our agents may need to look at information we can’t safely discuss in a public forum (like your account details, billing information, or examples of your Looms).

How to contact Support (when you’re logged in)

Please use this path to contact our Support team through your Loom account.

Sign in to your Loom account.
Click the “?” help button at the lower-right corner.

Loom Video Library Interface (4) (2).png

Login troubles? (No‑login path)

If you can’t access your account to open a ticket, use this no‑login path:

Visit our support page: https://www.atlassian.com/company/contact
Select “Pricing, billing and licensing.”
Continue without logging in.
Enter your email.
In “How can we help you,” select “Other.”
Skip the URL fields if they don’t apply.
Describe your issue in “Your Question.” This will open a ticket with Atlassian Support.

FAQ: What you need to know about the Loom customer integration with Atlassian

As your legacy Loom workspaces are integrated into Atlassian, your videos and settings will remain intact, but how your account is billed and how you manage your users will change. If you have questions about pricing or your seat count, or are preparing for your upcoming integration, please read the step‑by‑step details in our integration guides listed below. Integrations are happening on a rolling basis, and Loom will communicate with your workspace Admins via email and in the Loom app at least 30 days prior to the integration.

Helpful resources to bookmark

Atlassian integration FAQ

Thanks for being here

Our Loom Community is a great place to learn best practices, share tips, and connect with other users, Community Champions, and Atlassians. We look forward to engaging with you and learning from you!

Comments

Kris Klima _K15t_

Thanks for putting this together @Brittany Soinski

I'm bookmarking this to share with stranded users as there's plenty of folks who have Loom billing or account issues, very often related to their old Loom account migration to the Atlassian account.

Brittany Soinski

Thank you, @Kris Klima _K15t_ !

shanshanbrooks

This is not working. I have been locked out of my Loom for Education account for days, and I have sent multiple emails to support. Whatever happened to getting someone on the phone? This is frustrating and ridiculous. Why did Loom have to switch over to this random company? I have heard nothing but bad things about this company, so who knows?

shanshanbrooks

@Brittany Soinski can you please help me get logged back into my Loom account? I have been logged out for almost 3 days, and I need access to my library, please. I have almost 500 videos in my library. I can't get anyone to contact me back. Please help me.

Brittany Soinski

Hi @shanshanbrooks I'm so sorry. What a frustrating experience. I don't have the ability to provide technical support, but I've shared this thread with our support team. Were you able to open a ticket via the no-login method? Do you have a ticket number I can share with them?

shanshanbrooks

I opened a ticket, but I don't know if it went through or not. I can't seem to locate the status of the ticket. Let me see if I can find the ticket.

shanshanbrooks

The steps above do not let me open a ticket. I cannot reach a real person for help.

Annie Martens

Hey @shanshanbrooks ,

I'm a manager on the Loom Technical Support Team. I'm sorry for the trouble you're facing here: thanks for opening a ticket with us. I've located it in our team's queue and we'll get back to you there shortly.

Fidel Gonzalez_yiimpd

Hey @Annie Martens , How do I access my account. I cannot login this is the error I get. Can someone please help me figure out how to login?

Screenshot 2026-04-07 at 4.08.15 PM.png

Mg_2xkte7

I need to cancel my account right away. Got in by mistake

Sam Stoof

Does not help, cannot access my Loom for weeks now, login with Google does not work.

Chelsey Bird_jn6599

I have paid for an upgraded Loom account for the past few years. I most recently paid my annual subscription in November of 2025. When the merger with atlassian happened, I lost access to my loom account and HUNDREDS of videos that I use to support clients. I really need access to these videos back. I have been running in circles chatting with the loom AI bot, trying to contact atlassian support and sending in emails to the support@loom.com address (as guided by the AI). Only to receive a response that says: this inbox is not monitored.

Is there anything you can do to support me? I have had to create a whole new loom account already to send videos to clients with a 5 min time cap. I really don't want to pay AGAIN for a subscription fee when I just paid one in November that was meant to last for 12 month.

Please support, I'm desperate. @Brittany Soinski @Annie Martens

Sam Stoof

I hope they can help you Chelsey, they havent solved mine yet.

Cheryl_s51kfq

No CTA to send the message out loom refund.jpg

Cheryl_s51kfq

Already removed users but still cannot downgrade to Basic. This is super bad. loom 2.jpg loom 3.jpg

LWK_i8zad3

I CAN'T DELETE MY ACCOUNT AND PROFILE! I want it all gone but cannot do anything.
What is going on with this crazy maze.
I was going to recommend this to my unit of 250 employees in Copenhagen Department of Health. Every is filled with double multiple points and this is not user-friendly at all. You can't change the majority of setting and when you want to delete anything it blocks you from doing.

Please someone PLEASE delete my account and information. We won't use this again. There is NO support. I have written tons of mails and it keeps saying: Nobody is currently surveying this email we recommend you to ask the community. What a weird way to keep people who just wants to go.
PLEASE DELETE MY ACCOUNT.

Ellie Eberly

@Cheryl Can you try this Support link? https://www.atlassian.com/company/contact/purchasing-licensing#/

Irene

Hi @lwk , I'm sorry to hear that you are having such difficulties to delete your account.

The best way to delete your account is actually to do the steps yourself. This is the how-to: https://support.atlassian.com/atlassian-account/docs/delete-your-atlassian-account/ , which includes the steps to cancel your subscription, if it is still active.

If you have any difficulties, please go to https://www.atlassian.com/company/contact/purchasing-licensing#/ > Select "Your account" > "Cancel cloud subscription" > Click "Need more help?". This will open up the textbox form for you to fill in and create a support ticket.

Charles Légaré Lapointe

Hello!

I am facing the same issues as some other folks in here. I'm sort of locked out my account and I can'T access my account (I am on business plan with AM summaries) along with my hundreds of other videos.

I've opened a ticket but nothing seems to happen.

Please help me, it's been several weeks

thank you,

Charles

cflasarre@gmail.com

Atumaphire

Here is my email address: topraksu@gmail.com

Same here. And also your support page is useless. It doesn't allow me to send any ticket. Apparently there is a 'support service connection issue'.

Here is my message I was trying to send through:

I had a Loom Professional account a few months ago. I cancelled my subscription, and at the time it appeared to be successfully cancelled. However, it seems the cancellation didn’t actually go through.

Now, when I try to log in to update my billing details, I receive the message: “You no longer have workspaces with this account.” This leaves me stuck in a billing loop where I can’t access the account to resolve the issue.

I also tried to upload a screenshot, but your support system wouldn’t let me attach a file, so I couldn’t provide additional evidence.

IN-007-131-675, IN-006-763-754
Fortunately, I noticed the unexpected charges on my bank statement. I’d like to request a refund for the invoices I mentioned above, as I believed my subscription had already been cancelled.

Please also cancel my subscription completely and ensure there are no active renewals on my account, so I don’t have to deal with this issue again.

Sally Davill

Help! Delete my account and stop my subscription I have tried everything! I’ve tried emailing

I don’t know how but I’ve got an account with you I don’t understand what this is I thought I needed to look at a document

I now also have something called loom and I need to delete this too please I don’t want it I do not want loom and your account !!! Please help cancelled any subscription! Please delete my details and I want all payments stopped and everything deleted I don’t want this and I have been trying to cancel for the last hours and I don’t understand how to please please help me

Summer Seno

I need help ASAP. My video recording is stuck on uploading and i cannot open it at all. PLEASE HELP ME I BADLY NEED THAT RECORDING.