Locked out of my Loom account after Gmail email change

Question

Hello Loom Support,

My name is Charles. I am a Loom subscriber and I am locked out of my Loom account.

The Loom account I need to recover is linked to: [email address removed for privacy]
When I try to log in with Google, my browser automatically uses: [email address removed for privacy]

Because of this, I cannot access my original Loom account or reset my password.

Could you please help me recover access to the Loom account linked to [email address removed for privacy]?

Thank you,
Charles

Edit: Email addresses were removed from the post to avoid sharing personal information publicly and to align with the Atlassian Community Rules of Engagement.

Tomislav Tobijas · Answer

@Charles Légaré Lapointe you'll have to reach out to Loom support team to check that out 👀
You can use channels mentioned here:

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

* Atlassian Support > in here, you can use "Account Login and Email Issues" option

Or, there's this channel related to purchasing and billing (they can also help you out): Atlassian Support: Pricing, Billing & Licensing

Charles Légaré Lapointe · Answer

Hello,

thank you for your message.

I'Ve tried after setting up theincognito mode and cleared my cache + cookies.

Unfortunately, it doesn't work still :( .

Now, I've mistakenly created a new account (thinking I was simply logging in) with my [email address removed for privacy] address

I've recently purchased my yearly membership with loom!

I just need to log into the account [email address removed for privacy]

I use it pretty much every day, are you able to help please? :)

thank you

Charles

Tomislav Tobijas · Answer

Hey @Charles Légaré Lapointe ,

A couple of things you could try (to log in to your Gmail account):

* Use incognito/private mode (window)
* You can try direct Loom password reset here: https://www.loom.com/reset-password
* Clear cache and cookies

Now, if you find yourself stuck, you can reach out to Loom support though some of these channels:

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

* Atlassian Support > in here, you can use "Account Login and Email Issues" option

Hope this helps.

Cheers,
Tobi