Single Sign On Lockout

Question

So what support options do I have if my primary email is locked out from Jira Atlassian as I enabled SSO and force federated my account to use our SSO Program but there was a configuration error and now I'm fully locked out of my account.

I'm unable to submit a standard support ticket as I can't log in to my main email to submit the ticket, and I can't email the support email that's out there as apparently tickets aren't created in that manner and I can't log in anywhere.

How can I bypass with a fallback for an SSO on Cloud to log in to our Jira?

To be honest I'm just hoping someone from Atlassian company will show up and help me with an answer.  I had to create an entirely new account just to be able to post this.

Jeremy Daniel_4u5iz8 · Answer

Hi Benjamin,

There is another site/org admin but he was locked out as much as I was.

I like the idea of contacting Atlassian support but the problem is they require you to file the support requests from the site/org admin who's registered.  When all of those accounts are locked out can't really do that.  I tried to email their support team but got an automated bounceback saying they don't open tickets that way anymore.

So got caught in a catch 22 where I couldn't submit a support request from the Admin account and couldn't log in hence having to create a whole new account just to even post here.

Lucky me my other PC still had an active session that wasn't logged out so I was able to disable the SSO and get back in.  But that really should be looked at because it really puts us Admins in a bad spot if we can't even file tickets because of our own silly mistakes to get support.

Benjamin_tmh9yg · Answer

HI Jeremy,

First, Is there another site/org admin  in your company that can help you?

If not, I would suggest to contact Atlassian support They should be able to get you back onto your instance since they can support you from the cloud side.

-Ben