Hello dear Loom Support, this is kind of a tricky one, but severe nonetheless as I can no longer access our Loom account due to Atlassian logins. Basically paying for Business, even though I can only use Lite. * I used to be logged into Loom with our official Marketing account (I am the only user/admin). This one had a Business account and everything. * Since Atlassian acquired Loom, I am now required to login with my Atlassian account. Which is through my personal business account, connected to our parent company. * This will automatically log me into my personal business account, aka not our official Marketing account. * Our Marketing e-mail does not have an Atlassian login. I'm not sure how else to describe it. Basically, I cannot log into our Marketing account via Atlassian, which seems to be the only way —> we no longer have access to our Loom account with the Business plan. Any help would be very much appreciated. The alternative is we'll need to cancel the plan, but even then we'd have to find a way to log into the Marketing Loom account to create the cancellation, so we cannot even do that. I hope we can resolve this, thank you in advance! Best regards, Larry

Hi Larry, Thanks for confirming. This rules out a browser session issue. The automatic redirection to HomeToGo's Okta, even in incognito mode, strongly suggests that your Marketing email is subject to your company's Atlassian SSO authentication policy. Unfortunately, this means that the next step will require some assistance from your IT team, specifically whoever manages Atlassian authentication policies. The good news is that there may be a relatively straightforward solution. Your Atlassian administrator should: * Check whether marketing@smoobu.com already exists as a managed Atlassian account. * Verify which authentication policy applies to it. * If the account is managed locally rather than synchronized from Okta, consider moving it to a policy that does not enforce SSO, provided your company's security policies allow it. This should allow you to authenticate with the Marketing account independently of HomeToGo's Okta, although access to the original Loom Business workspace will still need to be verified. You can share this official Atlassian documentation with your IT team: https://support.atlassian.com/security-and-access-policies/docs/what-is-a-non-billable-policy/ I understand you'd rather avoid involving IT for a Loom login issue, but authentication is controlled at your organization's level, so this isn't something you can resolve directly from Loom. Hopefully, providing them with these specific steps will save you some back-and-forth. Best regards, Sarah

Hi Larry, Thank you for the clarification. This helps narrow down the issue considerably. It looks like your Marketing email address is being redirected to HomeToGo's Okta authentication, even though this generic account doesn't have an Okta identity. Before involving your IT team, I'd just like to confirm one important detail: When you tested logging in with marketing@smoobu.com, did you do so in a completely new private/incognito browser window, with no existing Atlassian or Okta session? If not, could you please try the following? * Open a new private/incognito browser window. * Go directly to https://www.loom.com/login . * Enter marketing@smoobu.com. * Let me know whether you're still automatically redirected to hometogo.okta.com. If the redirect happens even in private browsing mode, this would strongly suggest that your company's Atlassian SSO policy is being enforced for the Marketing account. In that case, I have a specific solution in mind involving an Atlassian authentication policy that doesn't enforce SSO, but it would require a small intervention from your organization's administrator. (via a support ticket?) Let's confirm the private browsing result first. Best regards, Sarah

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Locked out of account & cannot access admin Loom account since Atlassian integration

larry.lian

Hello dear Loom Support,

this is kind of a tricky one, but severe nonetheless as I can no longer access our Loom account due to Atlassian logins. Basically paying for Business, even though I can only use Lite.

I used to be logged into Loom with our official Marketing account (I am the only user/admin). This one had a Business account and everything.
Since Atlassian acquired Loom, I am now required to login with my Atlassian account. Which is through my personal business account, connected to our parent company.
This will automatically log me into my personal business account, aka not our official Marketing account.
Our Marketing e-mail does not have an Atlassian login.

I'm not sure how else to describe it. Basically, I cannot log into our Marketing account via Atlassian, which seems to be the only way —> we no longer have access to our Loom account with the Business plan.

Any help would be very much appreciated.

The alternative is we'll need to cancel the plan, but even then we'd have to find a way to log into the Marketing Loom account to create the cancellation, so we cannot even do that.

I hope we can resolve this, thank you in advance!

Best regards,

Larry

Accepted answers

All comments

Sarah Marenchino | Devoteam

Hi Larry,

If I understand your situation correctly:

You previously accessed Loom using a generic Marketing account (for example, marketing@yourcompany.com), with its own email address and password. This is the account associated with your Business subscription.

You also have an individual professional account (for example, larry@yourcompany.com), which is already linked to Atlassian through your parent company.

Since Loom's integration with Atlassian, you seem to be automatically authenticated with your individual Atlassian account instead of your original Marketing account, preventing you from accessing your Business subscription.

To better understand your setup and identify the best way to recover access, could you please clarify a few points?

1. Email domains

Do your Marketing email address and your individual professional email address share the same domain (the part after @), or do they belong to different domains?

2. Marketing mailbox

Does your Marketing account have an actual mailbox that you can still access and receive emails from?

3. Private browsing test

Have you tried opening a new private/incognito browser window, going to https://www.loom.com/login, and signing in directly with your original Marketing email address and Loom password?

According to Atlassian's documentation, existing Loom accounts should still be accessible using their original credentials after migration.

If you've already tried this, could you let us know exactly what happens (redirect, error message, etc.)?

4. Atlassian organization and administrators

Can you confirm that your company has an Atlassian organization, for example, one managing Jira and/or Confluence?

If so, do you have an Atlassian Organization Admin you could contact if needed?

Depending on your answers, particularly whether your Marketing email belongs to a verified corporate domain, your Atlassian administrators may be able to help identify the account or locate the original Loom workspace through Atlassian Administration, potentially under Shadow IT.

I wouldn't recommend creating additional accounts or making changes to your existing subscription just yet.

Feel free to share these details, and we'll work through the next steps to find the safest way to restore access to your Business workspace.

Best regards,

Sarah

Tomislav Tobijas

Hi @larry.lian,

Just to add to Sarah's suggestions, I'd recommend reaching out to Atlassian Support directly, as they should be able to investigate your account and workspace access issues. 🎟️

There are a few options:

Loom Support – How to contact Support – an official Community article explaining how to reach Loom Support, including when you're locked out of your account.
Atlassian Technical Support
Atlassian Billing & Licensing Support – select Your Account → Log in issues. You can also continue without logging in.

Since your issue involves a paid Loom subscription and account access following the Atlassian integration, I'd recommend explaining both aspects when submitting your request.

I've also published a step-by-step guide to contacting Atlassian Billing & Licensing Support if you need additional assistance. 📚

Cheers,
Tobi

larry.lian

Thank you Sarah for the swift response, I'm glad you could make sense of my word salad there. That's exactly the issue.

We both use the same domain @smoobu.com.

Yes, I can receive all emails in the marketing e-mail inbox.

When I enter the marketing@smoobu.com into the e-mail/username field, it automatically forward me to our hometogo.okta.com (HomeToGo being our parent company, through which our Atlassian, Jira, Confluence etc. is connected).

—> Since our Marketing Account does not have an Okta log-in, I am forced to use my personal business e-mail (larry.lian@smoobu.com).

—> Upon completion, I am now logged into Loom with a free Starter account with my personal business e-mail, instead of our Marketing Account.

We do have an Atlassian account, our company documentation etc. goes via Jira/Confluence.

I do not know of any Atlassian Organization Admin. Big company where I wouldn't know where to ask. Also IT is quite overloaded and I'm not sure I'd want to contact them over a Loom login to find the contact to our Atlassian admin and get the login sorted if you get the drift. If there is a way where we can solve it in another way that'd be much appreciated.

If you say that's the only way then I'll have no other choice though.

Best regards,

Larry

larry.lian

Hey Tomislav,

thank you for the tip. I did try reaching out directly, but it told me I didn't have the rights. It told me via this community forum is the only way I can access it, since I'm stuck on a starter plan here. Perhaps I was searching wrong - I looked far and wide, but somehow never stumbled on that link.

Thank you for providing the links! I will give it my best shot. Perhaps in the meantime Sarah can keep me updated? I appreciate your guys' input.

Sarah Marenchino | Devoteam

Hi Larry,

Thank you for the clarification. This helps narrow down the issue considerably.

It looks like your Marketing email address is being redirected to HomeToGo's Okta authentication, even though this generic account doesn't have an Okta identity.

Before involving your IT team, I'd just like to confirm one important detail:

When you tested logging in with marketing@smoobu.com, did you do so in a completely new private/incognito browser window, with no existing Atlassian or Okta session?

If not, could you please try the following?

Open a new private/incognito browser window.
Go directly to https://www.loom.com/login .
Enter marketing@smoobu.com.
Let me know whether you're still automatically redirected to hometogo.okta.com.

If the redirect happens even in private browsing mode, this would strongly suggest that your company's Atlassian SSO policy is being enforced for the Marketing account.

In that case, I have a specific solution in mind involving an Atlassian authentication policy that doesn't enforce SSO, but it would require a small intervention from your organization's administrator. (via a support ticket?)

Let's confirm the private browsing result first.

Best regards,

Sarah

larry.lian

Hey Sarah,

I can confirm I tried to log-in in incognito mode with the marketing@smoobu.com email and despite that got redirected to HomeToGo Okta automatically.

Sarah Marenchino | Devoteam

Hi Larry,

Thanks for confirming. This rules out a browser session issue.

The automatic redirection to HomeToGo's Okta, even in incognito mode, strongly suggests that your Marketing email is subject to your company's Atlassian SSO authentication policy.

Unfortunately, this means that the next step will require some assistance from your IT team, specifically whoever manages Atlassian authentication policies.

The good news is that there may be a relatively straightforward solution.

Your Atlassian administrator should:

Check whether marketing@smoobu.com already exists as a managed Atlassian account.
Verify which authentication policy applies to it.
If the account is managed locally rather than synchronized from Okta, consider moving it to a policy that does not enforce SSO, provided your company's security policies allow it.

This should allow you to authenticate with the Marketing account independently of HomeToGo's Okta, although access to the original Loom Business workspace will still need to be verified.

You can share this official Atlassian documentation with your IT team:

https://support.atlassian.com/security-and-access-policies/docs/what-is-a-non-billable-policy/

I understand you'd rather avoid involving IT for a Loom login issue, but authentication is controlled at your organization's level, so this isn't something you can resolve directly from Loom.

Hopefully, providing them with these specific steps will save you some back-and-forth.

Best regards,

Sarah

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