SSO expired, unable to login to open support ticket

[Joshua Frye]

Our SSO certificate expired yesterday and I'm unable to login through that method to open a support ticket to get it updated.  The account that I made to bypass SSO no longer appears to be attached to my Atlassian environment so I cannot use it either.

[Joshua Frye]

Support was able to assist me with getting in and we are back up and running.  Thanks everyone!

[Alex W]

Hey @Joshua Frye - I see you have another account with another email attached to your Guard subscription. Can you log in with this email and try raising a ticket? 

[Joshua Frye]

The other account that is an @berea.edu email address is locked out due to SSO.

[Alex W]

Gotcha - I'll raise a ticket on your behalf with our Atlassian Guard team. 

You can view this ticket at https://support.atlassian.com/requests/PCS-398670/ and you'll be emailed updates. 

[Samuel Gatica (ServiceRocket)]

Hi @Joshua Frye 

Welcome to the community!

Atlassian Cloud provides a backdoor URL to bypass SAML SSO and log in with an Atlassian account that is not managed by your IdP.

Try this URL format: 

https://<your-site>.atlassian.net/login?admin=true

This page will prompt you to log in with a non-SSO Atlassian account (personal or previously created local admin account) and allow you to bypass SAML enforcement.

If the above does not work, please open a ticket with the Atlassian Support Team to recover your access

Best regards

Sam

[Joshua Frye]

The non-SSO Atlassian account that was originally created is no longer under our site.  I'm thinking it got deleted as part of an inactive account cleanup sweep.  I can't find a way to open a support ticket without being able to log into an account that is an admin, and none of our admins can log in.  Are there no other options?

[Samuel Gatica (ServiceRocket)]

Hi @Joshua Frye 

Please submit a support ticket using any account and provide a detailed explanation of the situation. Atlassian will verify your identity, which may take a few hours, and will subsequently grant temporary administrative access to assist you in recovering the system.

Best regards

Sam

[Joshua Frye]

This is the message I get when I try to create a ticket under another account.

[Samuel Gatica (ServiceRocket)]

Hi @Joshua Frye 

• Choose “Technical issues and bugs”

• For product: Atlassian Access

• Add your site URL

Best regards

Sam

[Joshua Frye]

I've included the full snippet that gives me the message that I must be an admin to open a ticket

[Samuel Gatica (ServiceRocket)]

Hi @Joshua Frye 

I have escalated the issue internally, an Atlassian Support Engineer will review the post and respond on this thread within 2 business days.

Best regards

Sam