Check what Loom account you're logged into

Verify what account you are using to record with.

Issue

If you are experiencing any of the below, you may be logged into the wrong account:

• You upgraded to a paid plan but cannot record longer than five minutes.

  • You upgraded to a paid plan but are hitting a 25-video limit.

  • You can't find any videos you previously recorded.

Solution

It sounds like you might have more than one account. To help find the videos you've created or access paid features, you need to ensure you are logged into your desired account. Some users make duplicate accounts (due to email changes or multiple work emails).

Here's how to check what account you are logged into for each recorder:

Desktop App

1. Open the Desktop app and select the '...' located in the top-right corner.

2. Go into Settings and then select Preferences 

3. Here, you can view the account currently logged in, which should correspond to the one where you've upgraded your plan. If it doesn't match, you can sign out and sign in with the correct account.

If you've recorded videos using a Starter Free account, you have the option to downgrade them and then re-upgrade them to the Business account if needed.

Chrome Extension

1. Visit your Loom Personal Settings.

2. From here, scroll down to contact info. You should then see what email you are currently logged into.