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Can't Login

Jaime Parks_1u60ce

I just received a bill from Loom and cannot get into my account to do anything about it.

Password reset emails aren't arriving. When I try signing in with Outlook, I get: "Could not authenticate with Windows/Outlooks, please try again." And when I go to id.atlassian.com, I can log int but it shows zero products connected to my account???

So I'm being charged for something I can't access.

Accepted answers

Kris Klima _K15t_

Hi @Jaime Parks

Please, use the advice in this Community article by Atlassian.

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

It shows how to open a support ticket without being logged in.

All comments

Kris Klima _K15t_

Hi @Jaime Parks

Please, use the advice in this Community article by Atlassian.

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

It shows how to open a support ticket without being logged in.

Jaime Parks_1u60ce

I can't open a support ticket with out a url, SEN, or the EN which I don't have and the system won't recognize my invoice number.

Benjamin_tmh9yg

Hi @Jaime Parks ,

Would start with support as @Kris Klima _K15t_ has mentioned.

Here's some articles in the mean time to see if any of the documented checks can help with your login issue:

https://support.atlassian.com/loom/kb/troubleshoot-issues-when-signing-into-the-loom-app-or-extension/

https://support.atlassian.com/loom/docs/cant-access-my-account/

Hopefully, the articles can get you moving again and into checking your billing.

Jaime Parks_1u60ce

I'm even have Claude Cowork help and it hits the same roadblocks I do.

Kris Klima _K15t_

@Jaime Parks

Even on this path?

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.

Jaime Parks_1u60ce

Hi @Benjamin, I appreciate the links but I've already worked through multiple articles and none of them have resolved my issue. I used the no-login path to submit a support ticket as suggested, but the only responses I've received are more articles rather than actual help. I need a real support agent to investigate my account and either help me regain access or cancel the subscription I can't use. Can you please help escalate this?

Benjamin_tmh9yg

Hi @Jaime Parks ,

Thanks for the update. See the response from @Brittany Soinski above. Brittany is from the Atlassian team. Are you able to follow her instructions to get in contact with her team?

-Ben

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