Locked out of JIRA

Question

Hi,

Just set up SSO and followed the instructions must have missed something because when I logged out and then in again I get this error

Hmm... we're having trouble logging you in. You'll need to talk to your organization admin - tell them we sent you, and that there appears to be an issue with the SAML public key used for your SAMLsingle sign-on configuration.

I am the admin and can't get in I can't even log a support ticket as I have to log in.

Pramodh M · Accepted Answer

Hi @Radley Neethling

You can navigate to support.atlassian.com & raise a support ticket. If you are not able to do so from a different personal account raise a support ticket.

Thanks,
Pramodh

Dirk Ronsmans · Accepted Answer

Hi @Radley Neethling ,

As @Pramodh M mentions you can go to the support site and raise an issue there.

However, as the SSO is linked to your atlassian id it will indeed also use your SSO there. The quickest work around here is to log the issue using a non company email address. You can always share the issue with your company account afterwards.

Not ideal I know but it's the quickest way to contact Atlassian about this.

Next time try and keep in mind to set up an authentication policy without SSO enforced for at least a single admin account to avoid these things;

Vishwas · Accepted Answer

@Radley Neethling

This had happened to me once, luckily there was another Org Admin who was on that SAML SSO page, he just turned off the "Enforce SAML SSO".

So now what happens is someone has to on that Org Admin Setting page then we can set it back.

Problem here is we can not even raise a support request as the login page of atlassian portals keeps directing you to SSO page and you get this message "Hmm... we're having trouble logging you in. You'll need to talk to your organization admin"

If you have another Atlassian account raise a ticket from there and add the details, so that they can assist you.

Angélica Luz · Accepted Answer

Hello @Radley Neethling,

Thank you for reaching out to the Atlassian Community!

I saw that you created a ticket with our support and they were able to help you with this request.

As they mentioned, to prevent this from happening, it’s important to add an account outside of the domain you claimed and this is also informed on our documentation:

Configure SAML single sign-on with an identity provider

Before configuring SAML single sign-on, create an Atlassian account that you can use to access your organization even if SAML has been misconfigured. This account:

* must not use an email address from a domain you have verified for this organization. This ensures that the account will not redirect to SAML single sign-on when you log in.
* must be given both site admin and organization admin access.

If there is anything else we can do to help, please let us know.

Kind regards,
Angélica