Admin Cant log in. SS) cert expired

[G Jefferson]

Our SSO certificate for Atlassian Access expired, and now all users (including all org admins) are locked out of our Atlassian Cloud site: https://mysite.atlassian.net/ The SSO login fails due to the expired certificate, and the break-glass URL also redirects to SSO: https://mysite.atlassian.net/login?admin=true Because everyone is managed under SAML, we cannot sign in to https://support.atlassian.com/ to open a support ticket, and password recovery links also redirect to our IdP. We urgently need Atlassian Support to: 1. Manually create a support ticket for us, and/or 2. Temporarily disable SAML enforcement or provide a bypass so that we can update the new certificate. This is a critical outage for us — please help. Thanks very much.

[Akash Singh]

@G Jefferson I’ve seen a similar situation with one of my previous customers. Since then, I always recommend maintaining a dedicated service account with Org Admin privileges under a separate authentication policy where SSO is disabled, and rotating its credentials every 60 days. This approach helps avoid being locked out of Atlassian support if a similar incident occurs in the future.

[Shalini Pradhan]

Hello @G Jefferson ,

Good day! Welcome to Atlassian Community :)

Could you please share your cloud site URL?

[Dave Liao]

@G Jefferson - I just flagged your post for Atlassian Support to review.