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.
Use these email addresses only for the situations described on this page. For all other support requests, use the Atlassian Government Cloud support portal. Read about Atlassian Government Cloud support offering
Alternate support options
Situation | Contact pathway | Use this when | Priority and response expectations |
|---|---|---|---|
SSO onboarding help | You are onboarding to AGC and need help setting up, validating, or troubleshooting SSO before you can access Atlassian support. |
| |
SSO outage or organization lockout | Your organization can’t access AGC or Atlassian support because SSO is misconfigured, your identity provider is unavailable, domain verification has changed, or all organization administrators are locked out. |
|
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
You will receive an automatic reply confirming that Atlassian received your message and outlining next steps.
The request is routed to the appropriate support team.
For SSO outage or lockout requests, Atlassian may ask for confirmation, environment details, domain verification information, and explicit written authorization before taking recovery actions.
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.
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