What to do if you're not receiving your verification or password reset emails from Loom

This article covers how to whitelist emails coming from @loom.com if you're using Gmail, Outlook.com or Yahoo! Mail. 📥

Issue

You are trying to reset your password or receive your verification code. The site says “check your inbox for a password reset email/verification token," but there is no email in your inbox. 

Here's how to fix this:

When this happens it's likely your email client is blocking emails from team@loom.com, depending on which email client you're using the steps below will show you how to solve this. 

Please note: 

If you’re using a corporate email and not receiving Loom emails, it’s likely that the emails are being filtered out by your corporate email gateway/email filtering. Please contact your IT team to make sure  team@loom.com and no-reply@loom.com are marked as 'safe' for delivery.

If your email is set up behind a corporate firewall, please also follow these steps to whitelist all Loom domains.

Gmail

Sign in to your Gmail account and do the following: 

  • Add team@loom.com to your Contacts.
  • Check your spam folder:
    • If Gmail has marked team@loom.com as spam, mark the checkbox, click More, and then click Not spam
  • Create a filter for the address.
    1. Click the cog icon in the top-right corner, and then Settings.
    2. Click on Filters and then Create a new filter.
    3. Enter loom.com in the From field.
    4. Click Create filter with this search.
    5. In the box headed When a message arrives that matches this search select Never send it to spam.
    6. Click the Create filter button. 

Outlook.com

Sign in to your Gmail account and do the following: 

  • Add team@loom.com to your Contacts.
  • Add the address to your safe senders.

    1. Click the cog icon in the top-right corner and then More mail settings.
    2. Select Safe and blocked senders and then Safe senders.
    3. Add loom.com to the list of Safe senders.
    4. Return to Safe and blocked senders and then select Safe mailing lists.
    5. Add the email address of the online group you want to whitelist to the list of Safe mailing lists.

Yahoo Mail

Sign in to your Yahoo account and do the following: 

  • Add team@loom.com to your Contacts.
  • Create a filter for team@loom.com.
    1. Mouse over the Settings menu icon and select Settings.
    2. Click Filters and then Add.
    3. Enter a Filter Name.
    4. Add loom.com in the Sender field.
    5. Select Inbox as the folder to deliver the email to.
    6. Click Save and then click Save again.

Questions, comments, concerns? Contact us here.   

Happy recording! 🎥 😄

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