I can't login!!!!

Question

I've cleared my cache, I've updated my browser, and I did a full restart. I am still getting an error; The following error happened during authentication: « Could not authenticate with Atlassian, please try again. If the issue persists reach out to an admin or the Loom support team.»

Samuil Enchev · Answer

Hi @Nicole Bouwman

I’m sorry to hear you’re still blocked by this authentication error. Since you've already tried clearing your cache and restarting, this likely requires a look at your account on our backend.

I checked our records and could not find an open ticket with Loom support with your email. If you opened the ticket using a different email, could you please let me know the ticket key (LCS-XXXXX or CA-XXXXX)? If I have that I can make sure it gets expedited.

If you can't find an email notification in your inbox containing the ticket key, you would need to create a new ticket.

Go here and use the grey letter at the bottom of the page to file a ticket with us: https://www.loom.com/i/2616612c774c4dcb9aeec75de788ceb9

In general, this is the standing guidance for filing tickets when customers can't access their account: https://community.atlassian.com/forums/Loom-articles/Need-help-with-your-Loom-account-Here-s-how-to-contact-Support/ba-p/3201201

Thank you,
Samuil

Amanda Barber · Answer

Thanks, with the holiday and weekend, I'm sure you'll hear back soon. I believe it's typically around 2 business days.

Nicole Bouwman · Answer

I even followed Amanda Barber's response below and there has been zero response so far. Any look on your end?