SAML Lockout

[Michael Hare]

My customer has migrated domains and they are unable to login to Atlassian to change their SAML configuration. Can you please have Atlassian support contact me so that we can assist them. 

[Arkadiusz Wroblewski]

Hello @Michael Hare 

I requested assistance, an Atlassian support engineer should respond within 2 business days.

Best,

Arek 🤠 

[Samuil Enchev]

Hi @Michael Hare

I’m sorry to hear your customer is locked out after their domain migration. Dealing with SAML configurations can be tricky, especially when you lose access to the settings themselves.

Because this involves verifying identity and modifying sensitive security configurations, we can't coordinate a direct contact or troubleshoot the details here in the public community. To keep your customer's data secure, we need to move this to a private, 1:1 conversation with our Support team.

Please take these steps to get this resolved:

• Visit our Atlassian Support: Pricing, Billing, & Licensing.

• Since they can't log in, select "Your account" → “Log in issues” from the options provided.

• Continue to click “Need more help?” until the “Submit a support request” button appears.

• In the request, provide the email address associated with the admin account and include a link to this community post.

• Mention specifically that this is a SAML lockout due to a domain migration so it gets routed to the right technical experts quickly.

Our support team will work with you and your customer to verify ownership and help restore access so you can update those SAML settings.

Best,
Samuil