Support form cannot find valid Jira Cloud URL, and I cannot reach an organization admin

[Paul Dorsch]

Hi Atlassian Community,

I’m trying to contact Atlassian Support about an access issue, but I’m stuck in a loop.

Our Jira Cloud site is active and the URL is definitely correct. However, when I enter the site URL in the Atlassian Support form, it says it cannot find the Cloud URL.

My current situation:

• I sign in to Atlassian using Microsoft SSO.
• After signing in, I’m redirected to the Jira Service Management Customer Portal.
• I can no longer access the Jira backend.
• I also cannot access admin.atlassian.com.
• I previously had Jira administrative permissions.
• The Microsoft Entra SSO assignment appears to be active.
• I suspect my account now has portal-customer access only, or that Jira product access was removed.
• Our Atlassian Org Admins are all on Vacation

How can I contact Atlassian Support when the support form does not recognize the site URL for my logged-in account?

Is there another recovery route for identifying the current Organization Admin or restoring Jira product access?

Thanks for any guidance.

[Marc -Devoteam- · Accepted solution]

Hi @Paul Dorsch 

Only Org admins, site admin or product admin can create support requests.

It seems like your permissions on the instance you are using have changed for you.

Here on the portal we can't grant access to instances. This is a public community forum for users of Atlassian product to help each other, but we can't access instances or grant access to instances.

Not even official Atlassian Support will honour such a request.

You will need to contact an admin of the instance or the IT department of the company the instance belongs to.

[Maksym Liutyi]

Hi @Paul Dorsch thank you for the escalation, we can see that the issue has already been marked as resolved.

Best regards,
Maksym