SERIOUS PROBLEM - PROBLEM SUPPORT

Question

Guys, we lost access to our Loom domain... we can't receive the code to proceed, and all support channels for logging in or sending emails are down... it's extremely stupid!!

There's no phone support or other channel.

It's a Brazilian account.

How do we solve this headache????

We have the login still active on one machine, even after contacting support internally... they refuse to change the primary email.

atlassian Terrible service! Ruined the loom.

weampp marketing · Answer

Nothing so far... all our videos are on hold and we can't release new ones!! And worse... we're up to date with our payments, no delays.

Annie Martens · Answer

Hey @weampp marketing ,

Annie here from Loom Technical Support. I'm sorry you're having trouble getting help with this - it sounds like you have an open ticket with support, but I haven't been able to track it down.

If you have the ticket ID (it might be something like LCS-####) that you could share with me in a reply here, I'll locate it and make sure you're getting help!

If you don't have a ticket, you can use the logged-out contact option @Kris Klima _K15t_ shared above, or you can check this article for some additional troubleshooting steps for getting logged in and find an additional contact link if you're still unable to get logged in: https://support.atlassian.com/loom/docs/cant-access-my-account/

Kris Klima _K15t_ · Answer

Hi @weampp marketing

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

There's, among other things, a section how to contact Atlassian without signing in.

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.

I hope this works.