Loom Customer Service

Question

Hi! Loom was recommended to me as an educator. I applied for an educator license on October 13 and the site said I'd hear something in 48-72 hours, but there was high volume so it may take a little longer. It's now been 10 days and I still haven't heard anything. I've sent several messages in my "ticket" with no response. I've tried to call Atlassian's HQ and no one answers. Can anyone help me with advice as to how to move this forward? I really like the product, but if it's this difficult to get things done, I'm concerned about using it.

Violeta Tuncheva · Answer

Hi @Jennifer Goldson,

We recognize that response times for CA tickets are currently longer than expected.

This delay is due to a system migration. Our team is working through open tickets as quickly as possible.

I see that your ticket is already assigned and being worked on. We apologize for the delay.

Thank you for your patience while we work through this transition.

Kind regards,

Violeta

Arkadiusz Wroblewski · Answer

I flagged this post to Attention Support.

Jennifer Goldson · Answer

Hi Arek -

I received the initial email the day I applied that it was being submitted to Goodstack. I've heard nothing since. For two days my ticket was "pending Goodstack," then when I checked my ticket several days later (after hearing nothing), I noted my ticket says "Atlassian received." I only know that because I checked. I have not received an email from Atlassian at all about this. I've followed up twice using my existing ticket number since 10/15, with no response.