What to do when locked out of admin account?

[Matt Brown]

Today I was trying to enable SSO and User Provisioning through Microsoft Entra, but I screwed things up and now cannot login with Atlassian login/password or Microsoft login.  The Microsoft login tries to do SSO, but then it fails with a "trouble logging in..." message.  The URL looks like:

https://id.atlassian.com/error?error=access_denied&error_description=Invalid%20thumbprint&

I'm the only admin at a company with 1 other developer and now we are completely locked out of our accounts.

How can I get this fixed if I can't login with any account to submit a support ticket?

Note

• I'm entering this question from my personal Atlassian account.
• We do have the Standard plan for Bitbucket.

[Aaron Geister _Trundl_ · Accepted solution]

@Matt Brown 

Welcome to the community and hope this finds you well. I have seen many people and teams encounter this same issue. 

Typically its best practice to have a second user account that is not part of the domain so there is a back door to the system. 

I believe you will need a support ticket
Please click the link above.

I also request Atlassian to assist in this thread but you might be best to click the link and put in a support ticket.

[Matt Brown]

Thanks Aaron!  I've currently created a ticket with my own personal account and am working with Atlassian to fix the issue.  They responded pretty quickly.  Also, I'll follow your advice and keep around a non-domain secondary account to access in the future for just this type of scenario.