Account Issue

Question

I have Loom Business + AI. The billing confirmations go to my school email address. I logged into my account using that email address. It says I have a starter account and all of my recordings are gone. There is no number or real person to troubleshoot my issue. Does anyone here know how to resolve this? Thank you for any help you can provide.

Anwesha Pan · Answer

Hi @Martin Biancuzzo👋🏻

First of all, welcome to community! ✨

You could try the below troubleshooting steps to quickly resolve this:

* Switch Workspaces :* Click the Workspace dropdown in the top-left corner of your Loom dashboard (next to the Loom logo).
* Check if you are in a default Starter/Personal workspace and switch to your paid Business workspace.

* Verify the Exact Login Email:* Check your latest billing receipt to confirm the exact email listed under "Billed To".

If the above steps do not work, please feel free to raise support request

* Go to Loom Help Center Request Form.
* Provide your logged-in email, a copy of your latest invoice/receipt, and a link to a past video so support can directly link your account back to your paid workspace.

I hope this helps & resolves your issue. 🙂

Thanks,

Anwesha

Staffan Redelius · Answer

Hi @Martin Biancuzzo and welcome to the community

Is the billing email the email account you used for setting up your profile?

Is this a privately owned account? In that case I would reccomend to check your billing status for any outstanding payments

https://admin.atlassian.com/billing

Best regards,

/Staffan