Retreive Access to Loom Account

Question

Hi there,

I’m circling back here and hope someone can help. I would like to understand why and how we can retrieve access to our Loom account, previously opened by [email address removed for privacy] for Wander + Ivy and was then switched to my access ([email address removed for privacy]). When we try to login we get a message that the account was deactivated (see below) and this is not allowing us to download our videos, which we need to do. We are still paying for the Loom Business + AI account.

Can someone please help us determine who is the admin and what we need to do to gain access? I am Lauren Aguilar, and we had switched over the access to me, as Valor Lea is no longer with the company. If she is no longer with the company but still considered admin, how we are supposed to gain access??

For your help as you investigate, i've also included the link below that shows one example of one of the videos recorded on our Loom account by Valor, but you can see is now under my name. [video link removed]

Hope to hear back soon with a solution for our team.

Thank you.

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

Tomislav Tobijas · Answer

Hi @Lauren Aguilar ,

On top of what Chris said and asked, I'd suggest checking this article on how to reach official support: Need help with your Loom account? Here’s how to contact Support
Any of your colleagues who have access to that paid workspace will be able to raise a ticket by following those instructions 🎟️

Alternatively, you can open a ticket here: Atlassian Support: Pricing, Billing & Licensing > select Your Account > Log in issues and fill out the rest. The official support team should be able to determine who the workspace admin and should be able to point you to right direction (which depends if your Loom workspace was integrated with Atlassian or not).

Cheers (and good luck!),
Tobi

Chris Rainey · Answer

Hi Lauren,

A clarifying question. Are you able to successfully sign into your Atlassian account but not the Loom Workspace? Or are you also unable to sign into your Atlassian account?

I ask because there's some documentation available here with some steps to try for troubleshooting. There is a way to contact Loom support but it appears to direct to a sign in first.