How to contact support during onboarding, outage, or lockout

Atlassian Government Cloud customers can seek support through the Atlassian Government Cloud support portal when required.

During SSO onboarding, an SSO outage, or an organization lockout, you may not be able to sign in to the support portal because Atlassian Government Cloud uses SSO as the supported authentication method. During such situations, you can access the dedicated email paths for specific access-related issues.

Alternate support options

Verify your domain records

If you are experiencing an SSO outage or lockout, first check whether your domain verification records are still in place. Loss of domain ownership records can cause SSO access issues. See verify a domain to manage accounts.

If you can access the support portal, do not use these email addresses. Create or update your support request in the portal so Atlassian can route and track your request through the standard support process.

What to include in your email

To help Atlassian investigate and respond faster, include the following information:

• Your Atlassian Government Cloud URL, for example, https://sitename.atlassian-us-gov-mod.net/

• Your Admin Hub URL, for example https://admin.atlassian-us-gov-mod.com/o/{organization-id}

• Your domain verification records and verification methods

• Your identity provider or providers

• When the issue began

• A description of the change or event that may have caused the issue, such as an identity provider change, SSO configuration update, domain verification change, or administrator access change

For emergency lockout recovery, Atlassian requires written authorization by email for auditing purposes before temporarily adding one Atlassian support engineer as an organization admin solely to recover your organization’s authentication methods.

Compliance and sensitive information

These email pathways are designed for Atlassian Government Cloud support scenarios and route through Atlassian-controlled support workflows for the listed use cases. Email is used as a temporary access pathway when you can’t reach Atlassian support.

• Don’t send passwords, secrets, private keys, SAML signing certificates with private material, or other highly sensitive credentials by email.

• If you don’t want to provide specific technical details over email, tell Atlassian support that you need a working session to provide the information.

• Information sent by email may be used for support investigation, authorization, and audit purposes.

What happens after you email Atlassian

1. You will receive an automatic reply confirming that Atlassian received your message and outlining next steps.

2. The request is routed to the appropriate support team.

3. For SSO outage or lockout requests, Atlassian may ask for confirmation, environment details, domain verification information, and explicit written authorization before taking recovery actions.

4. A support engineer will respond from the shared Atlassian Government Cloud support mailbox. Keep replying to that thread so the team can maintain context and audit history.

Response time expectations

The mailboxes are monitored during U.S. support hours. Response and recovery times can vary based on the information available, the customer authorization required, the identity provider’s availability, domain verification status, and the complexity of the SSO configuration. Providing the requested information in your first email can reduce the time to resolution.