How to Resolve: Loom “Team Workspace” missing shared folders

When shared folders in your Loom Team Workspace disappear or fail to load, you cannot access shared team recordings, collaborative video directories, or workspace-wide libraries. This issue usually occurs because your account is signed into a separate personal workspace rather than the corporate organization, your user permissions were changed or restricted by an administrator, or your browser is serving a stale directory cache.

Fast Fix

Click your workspace name in the upper-left corner of Loom’s dashboard to confirm you are in the correct company workspace instead of a personal account. If you are in the right workspace, ask an administrator to confirm your membership role and check the folder’s privacy setting under Workspace Settings, as folders restricted to “Specific Members” remain invisible to excluded users.

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Diagnostic Snapshot

Parameter	Operational Detail
Failure Layer	Account identity context, folder-level access control (ACL), or browser cache
User Impact	Inability to locate team recordings, shared directories, or departmental spaces
Plan Requirements	Loom Business, Business + AI, or Enterprise
Admin Rights Required	Yes, if resolving folder permissions or enterprise provisioning rules
Data Loss Risk	Zero (folders and videos remain intact on Loom servers)

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Diagnostic Path: Locating Missing Shared Folders

Follow this triage sequence to determine whether the failure stems from your workspace context, user permissions, or software caching:

Shared Folders Missing in Left Sidebar
       │
       ├──> Does your profile show multiple workspaces in the top-left dropdown?
       │      └── YES: You are likely logged into your Personal Workspace. Switch workspaces.
       │
       ├──> Are other team members able to see the folder right now?
       │      ├── NO:  Folder was renamed, archived, or deleted by an Admin.
       │      └── YES: Folder-level privacy is set to "Specific people" excluding your account.
       │
       └──> Did the folders vanish immediately after an SSO or domain migration?
              └── YES: SCIM/Identity mismatch created a duplicate shadow account.

1. Verify Workspace Context: Loom separates “Personal Libraries” from “Team Workspaces.” It is very common for creators using Google or Microsoft single-sign-on to inadvertently create a standalone personal workspace under the same email, isolating them from their team’s shared directory structure.
2. Examine Folder Privacy Scopes: Loom supports two folder visibility models:
   • Public to Workspace: Visible to every Creator, Admin, and Viewer in the organization.
   • Restricted (Specific People): Completely hidden from anyone not explicitly invited. If an admin removes your name or adds you to an excluded security group, the folder vanishes from your sidebar without an error message.
3. Inspect Shadow Account Creation: If your company recently enforced Okta, Azure AD, or Google Workspace SSO, your login might have generated a new account rather than linking to your original seat. If you are experiencing repeated redirect issues, see Fix: Loom “SSO” sign-in loop for Enterprise accounts.

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Step-by-Step Resolution

Step 1: Switch to the Company Workspace

Ensure your browser or desktop client is pointing to the correct organization:

1. Open Loom.com and look at the top-left corner of the navigation sidebar.
2. Click your Workspace Name (or avatar) to open the workspace switcher.
3. Check the list of available workspaces:
   • If you see your company name alongside a separate personal workspace (often labeled with your name), select the company workspace.
4. Once switched, verify if the shared folders repopulate under the Shared Library section.

Step 2: Audit Folder-Level Membership (Admin or Owner Action)

If you are in the correct workspace but specific folders remain missing, the folder’s access list must be updated:

1. Have a Workspace Admin or the original folder creator open the folder in Loom.
2. Click the Share button located in the upper-right corner of the folder view.
3. Check the access permissions:
   • If set to Only specific people can access, verify that your corporate email address is listed.
   • If you need broad departmental access, switch the privacy setting to Anyone at [Company] can view.

• If set to Only specific people can access, verify that your corporate email address is listed.
• If you need broad departmental access, switch the privacy setting to Anyone at [Company] can view.

1. Save the changes. Refresh your browser page to reload the directory tree.

Folder Set to "Specific People" (User omitted)  ──► Folder Hidden from Sidebar
                                                           │
Folder Set to "Anyone at Workspace"             ──► Folder Visible to Entire Team

Step 3: Refresh Local Browser Cache and IndexedDB

Stale local indexing can cause the sidebar to fail to display newly created folders:

1. In Google Chrome, open Loom and press Ctrl + Shift + R (Windows) or Cmd + Shift + R (macOS) to perform a hard refresh.
2. If the folder remains absent:
   • Press F12 to open Developer Tools.
   • Go to the Application tab.
   • In the left menu, select Storage and click Clear site data.

• Press F12 to open Developer Tools.
• Go to the Application tab.
• In the left menu, select Storage and click Clear site data.

1. Close the browser, reopen Chrome, sign back in, and check the library.
2. If your media files within the workspace are also taking an unusually long time to index or appear, consult How to Resolve: Loom “Library” indexing delays (Missing Videos).

Step 4: Verify Workspace Seat Tier and License Allocation

Certain shared folder management features require an active Creator or Admin license. If your seat was downgraded:

1. Navigate to Settings > Members (Admins only).
2. Locate the affected user’s account.
3. Confirm their role is set to Creator or Admin, rather than an unpaid Creator Lite or Viewer role that may have restricted folder access based on your workspace policies.
4. Ensure the video files inside the missing folder have not lost their organizational branding; review How to Resolve: Loom “Custom Branding” not applying to shared links to maintain workspace theme consistency across team spaces.

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When to Contact Enterprise IT Support

If you have verified that your workspace switcher, permissions, and browser cache are correct, but your account still cannot see folders that your colleagues can access, escalate to your IT department. They will need to verify whether SCIM user provisioning rules or security group assignments within your identity provider (such as Okta or Microsoft Entra ID) are failing to sync your account to the target Loom team groups.