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Admin Lost Access Rights

Zachary Rand

In preparation for our migration to Jira, I updated the company settings to force login using Google. This seems to have removed my admin rights from our instance. When I log in, I have few options. I tried signing in using my old email/password combo, and it had me request access from the Admin. Obviously this is me and I cannot approve myself without admin rights.

No, there is not another user who is/could be an admin as I am the only IT expert in the company.

I am not receiving a timely response from Atlassian. We are at a standstill until this is resolved. How can I get this addressed promptly?

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Trudy P Claspill

Hello @Zachary Rand

Welcome to the Atlassian community.

What is your definition of a timely response?

When did you contact Atlassian support?

How did you contact Atlassian? Did you open a support case through https://support.atlassian.com ? Did you have an opportunity to indicate in the case that it is a critical issue?

According to the pricing page if you open a critical support case the response time (with a Premium subscription) should be 1 hour for the Cloud team.

Have you updated your support case asking for a response?

Do you have a MOVE ticket open with Atlassian? If so, have you tried escalating your issue by alerting the team supporting your MOVE ticket?

As a user community we don't have access to help you directly. I can (and will) flag your post to raise it to the attention of the Atlassian team, but the SLA for response to such a flag is 2 business days.

Zachary Rand

Moved to a comment.

Zachary Rand

What is your definition of a timely response?

As you said, the SLA for a Premium account is 1 hour. That is what I consider timely and is what we are paying for. It has been approximately three hours since I opened a ticket.

When did you contact Atlassian support?

Approximately three hours ago.

How did you contact Atlassian? Did you open a support case through https://support.atlassian.com ? Did you have an opportunity to indicate in the case that it is a critical issue?

The Support page states that only an admin can open a ticket. I am the admin and the system is no longer recognizing that I am. Therefore, I cannot open a Support ticket under the recommended method.

I opened a ticket via the Sales page as it was the only ticketing flow that would let me actually open something. That ticket is CA-3723694.

According to the pricing page if you open a critical support case the response time (with a Premium subscription) should be 1 hour for the Cloud team.

I cannot open a Critical support ticket because the system no longer recognizes that I am an administrator of my site.

Have you updated your support case asking for a response?

I do not have a Support case because the system will not allow me to open a ticket.

Do you have a MOVE ticket open with Atlassian? If so, have you tried escalating your issue by alerting the team supporting your MOVE ticket?

See above.

Zachary Rand

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