SSO Certificate Expired -> no login possible, even for support

[Jannis]

Hi, 

we had a small issue with our certificate rollout and our existing SSO certificate expired, causing the SSO to fail. 

We already generated a new certificate, my issue is that even with my admin account from the company (not this one, this is my private account as I'm locked out) is not able to log in to the support portal - even the recovery link option is sent to SSO. 

Atlassian does not have a single support adress that allows me to contact them without access to my account, how can I reach them? Does anyone from the community have advice? 

[Jannis · Accepted solution]

@Rishabhwas able to help me by identifying a user that didn't have sso enforcement on. Thanks

[Rishabh · Accepted solution]

Hi @Jannis

Thank you for your patience.

I understand you’re experiencing issues with SSO login. Could you please check with the other admins in your organization to see if any of their accounts do not have SSO enforced and if they are able to log in successfully?

As this is a public forum, we avoid sharing or requesting any personal details such as organization admin information or site URLs.

I would recommend creating a support ticket that includes the details of your organization admins so that we can have a look into it.

Regards,
Rishabh

[Jannis]

Hi Rishabh, 

Already checked, the admins who set up our SSO enforced it for everyone.

I can't create a support ticket, because also the admin account forwards to sso and Atlassian seemlingly decided not to provide other support channels.  Is there a way to create a support ticket in this case? 

Regards,

[Rishabh]

Hi Jannis,

Thanks for the update.

Could you please try creating a support ticket with the account here?

In the Contact form, you can select the app as "Atlassian Guard" and provide the URL of any site in your org an proceed.

This should allow you to submit the support ticket.

You can share the admin user email id in the ticket so that we can assist you further.

Hope this helps.

Regards,
Rishabh

[Jannis]

Hi, 

I tried that before opening this thread, the support page does not allow me to create a ticket for a different site: 

[Jannis]

@Rishabh what would be my next steps now to resolve this issue? Am I missing something? Should I write the invoice contact? 

[Jannis]

@Rishabh can you forward this to someone who can help me with this issue. We are pay over a thousand dollars each month (now more due to rovo features we don't need) and aren't able to get support because of cost cutting when it comes to support... 

I didn't expect help in 1 or 2 days, but we're locked out since 12 days and Atlassian doesn't seem to give a damn about it. 

[Jannis]

@Valerie Knapp is there any other chance to get Atlassians attention? If someone contacts me directly I can share the site id, maybe someone can open the ticket for us. First users start getting issues, we need support here. 

[Valerie Knapp]

Hi @Jannis , welcome to the Atlassian Community and thanks for your post.

I'm sorry to hear about this issue you are facing and apologies for only seeing this today (Monday).

I have tagged Atlassian into this post. Someone should reply to you here in the next 2 business days.

Best wishes

[Jannis]

Thank you!

No problem, i didn't expect a response during the weekend and our token expiration time is long enough that nobody got logged out (yet). 

Thanks for tagging the issue, i'm happy to provide our site name and further details when someone looks into it.

[Jannis]

@Valerie Knapp i didn’t get any response from Atlassian yet, is there any other way to contact them? 

[Jannis]

Two days are a few days ago. I didn't receive any reply or help yet, which starts to get a bit dissapointing.