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Urgent help required! SSO expired, unable to login to open support ticket

susila selvaraju

Urgent help needed, Our SSO certificate expired 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.

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Arkadiusz Wroblewski

Hello @susila selvaraju

You shouldn´t waste time; contact Atlassian Support directly: Pricing, Billing, & Licensing | Atlassian

Best

Arek🤠

Sebastian Krzewiński

Hi @susila selvaraju !

Can you tell us what type of Atlassian env do you use (DC or Cloud)? In case of cloud you should create a support request on Atlassian support (support.atlassian.com). They should be able to pass you through to update cert.

Regards,

Seba

Viswanathan Ramachandran

What error do you get?

Is this company SSO? If so, you or ask the SSO admin to renew and generate new certificate.

You/they need to log into their Identity Provider to renew or generate the new X.509 certificate.
If SAML enforcement is preventing you from logging into Atlassian, Organisation admin can still log into admin.atlassian.com to update the certificate.

susila selvaraju

it's cloud, i'm unable to authenticate to create a support case as well :(

susila selvaraju

The new certificate has been generated, in order for me to update the certificate, im unable to login to, im the org admin

susila selvaraju

unable to s

susila selvaraju

does anyone how to tag a Atlassian team who can submit requests on behalf of us please?

Wali Khan

You should also try contacting Atlassian Support directly through their support page if the SSO issue is blocking the usual login.

Viswanathan Ramachandran

hi @susila selvaraju

since you can't bypass the SSO, you need to contact Atlassian support

use this form https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

choose your account
login issues
Need more help
enter the details
You can also perform live chat with the agent on the above

susila selvaraju

I end up in system authentication there as well and it's not recognizing the domain and unable to proceed to submit a ticket

Arkadiusz Wroblewski

@susila selvaraju

Then do that in Incognito Window and Without Log In. It should pass even after skipping it.

Dirk Ronsmans

Just as an additional suggestion for the future, always, always, always make sure u have a break the glass account.

Some account that is not set in the SSO enforced Authentication policy (but prefereably still with MFA)

Filip Georgiev

Hi @susila selvaraju,

In-order for us to assist, please do the following:
To get help for this problem you don't need to sign in.

For this type of issue, you should create a ticket using this form as Viswanthan mentioned in the previous comments: https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

choose your account
login issues
Need more help
enter the details

Important: You do not need to log in to create a ticket here. Please select Continue without logging in and this will bypass support.

Once you've created the ticket you should be able to follow up and view communications from your own email.

I hope this helps!

Regards,
Filip

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