User unable to log into Loom from enterprise Atlassian, message is "Please use your work email"

Question

We have a user who is logged into Atlassian Confluence, yet when they go to open Loom, it's not recognizing that they are logged in and is saying "Please use your work email", even though he IS using his work email. He has tried this from an invite link and from a random Confluence page by going to the Loom app.

Arkadiusz Wroblewski · Answer

Hello @David Wagoner

Confluence access doesn't guarantee Loom access. Could you verify in admin.atlassian.com that the user has Loom access in the correct organization?

Also, confirm the invitation email matches and SSO is configured correctly. Does the same error occur when logging in directly at

https://www.loom.com/login

?

Atlassian covers these checks here:

https://support.atlassian.com/loom/kb/troubleshoot-loom-workspace-membership-roles-and-invitations/

Best,

Arek🤠🧙‍♂️

Amanda Barber · Answer

Hi, @David Wagoner - there's a troubleshooting page here that might help:

https://support.atlassian.com/loom/docs/cant-access-my-account/

Alternatively, I'd recommend the user reach out to support. See the options here for when you can't log in: https://community.atlassian.com/forums/discussion/3201201/need-help-with-your-loom-account-here-s-how-to-contact-support-and-get-help-faster