Loom says account has been suspended

Emily Webber

Hello, when we try to login it says our account has been suspended, even though we paid for the entire year in the spring. We have reached out to the support email in the notice but have gotten no response. All of our product videos are in loom, this is urgent for our business can someone please respond to our emails or reach out to me to help? Thank you.

Tomislav Tobijas

Hi @Emily Webber

Sorry to hear about this, especially since your business relies on those Loom videos! 😕

If I got it right, you've already reached out to the support email mentioned in the suspension notice? Have you also tried contacting Atlassian's Billing & Licensing Support directly?

I've also recently put together a step-by-step guide on contacting Billing & Licensing Support, in case you have trouble submitting a request.

If you've already raised a support ticket, could you share its reference number here? I can ping the Community/Forum support team to see whether they can look into it and potentially escalate it internally, given the urgency. 🛎️

Just make sure not to share any confidential information, such as your email address, invoices, payment details, or other account information, as these forums are public.

Cheers,
Tobi