Loom account access lost after Atlassian migration

Question

Hi Loom/Atlassian team,

I’m an existing Loom user and I have suddenly lost access to my original Loom account following the Atlassian migration.

When I originally tried to log in to Loom using Google, I received the message:

“Please use Single Sign-On to sign in to this account.”

I then logged into my existing Atlassian account and tried to access Loom through Atlassian. I received this error:

“Could not authenticate with Atlassian, please try again. If the issue persists, try resetting or creating a password, or reach out to an admin or the Loom support team.”

I followed the instruction to reset/create an Atlassian password. However, after doing this, I was logged into what appears to be a new/empty Loom account, and none of my original Loom videos are there.

I need access to my original Loom account/workspace and all of my existing videos.

I have NOT intentionally created a new Loom account and I do not want to use a new account. I believe my original Loom account/workspace has become incorrectly associated with my Atlassian account during the migration.

I have also tried contacting Loom Support, but the support form requires me to create a Loom recording demonstrating the problem. This isn't possible because the problem is that I cannot access my original Loom account in the first place. I also tried the Atlassian support route, but the support page is currently showing a “Support Service Connection Issue” and I have been unable to submit a ticket.

Could someone from the Loom/Atlassian team please investigate my account on the backend and restore/link my original Loom account and workspace to my Atlassian account?

I can provide the email address associated with my original Loom account privately if required.

Thank you.

Christopher Yen · Answer

Hi @Darren o leary

Is your Atlassian account part of a work organization? Your company's Atlassian admin should be able to open a ticket on your behalf to have loom take a look. We've had some migration issues with users being in two workspaces and similar SSO errors you're experiencing and required Loom support to enable a flag in the account on their side.

Tomislav Tobijas · Answer

Hey @Darren o leary ,

Sorry to hear you're experiencing this. As this is a public forum that mainly consists out of end users like myself, can you maybe use your new Loom account to raise a ticket as described here: Need help with your Loom account? Here’s how to contact Support 👈

There's also this official article related to migration that might be helpful: Logging in to Loom after your account is moved to Atlassian

Hope you'll get this sorted out soon.

Cheers,
Tobi