Another victim of Atlassian greed checking in. Got hit with SSO tax and broken log-in when dropping Google Workspace.

We have rolled out an update to retain key Atlassian Access configurations when your subscription becomes inactive following a payment issue, enabling you to more easily restore your settings.

When your Atlassian Access subscription becomes inactive following a payment issue, security settings such as single sign-on and mandatory two-step verification will be disabled, but your critical Access configurations such as those for SAML and SCIM will be retained. To restore your settings, you will need to contact support to reactivate your Atlassian Access subscription. As long as you reactivate your subscription within 14 days after it becomes inactive, you can avoid permanently losing Atlassian Access configurations such as those for SAML and SCIM. Please refer to our documentation for more details.

We plan to iteratively ship additional updates over the upcoming months to improve the user experience for reactivation of an inactive Atlassian Access subscription. Many of these updates will coincide with Atlassian Access subscriptions moving to the new billing engine described here in the upcoming months.

Just got struck by this days after we went live. They had our CC info for the other products when they shut Access off.

Just getting ready for our migration from Jira Server to Jira Cloud tomorrow and our Access subscription expired. Now we have to reconfigure the entire thing from scratch.

There is no getting your setup back, you have to start from scratch. This time however we documented exactly what we did just in case it happens again.

Another company hit by this. All my products were billing on one card which I updated after taking over from my predecessor, and for some reason, Access was a separate bill/not included so it lapsed while our entire subscriptions for other products continued. Now that it's been 'a few months' where does this stand, and how do I get my setup back?

Yet another victiim.

So wait, this can happen any time a payment fails?  Like the bank puts a temp fraud hold on the card and oops, gotta set up SAML all over again?

Just want to add my voice to this.

As another unfortunate victim of terrible shortsightedness by Atlassian I am now faced with having to re set up the SSO and user intergration again as the bean counters stopped paying for the Atlassain acces sbecause they didnt know what it was for.

Instead of parking the product Atlassain cut you off, leading to a whole load of issues for the end user Admin.

Im sure Scott Farquhar couldnt give a monekys if he even knows about this.

Rubbish product!!!!!

The feature to enable retention of key Access configurations is now in progress. We plan to ship some updates iteratively for the next few months. 

This sounds like an opt in when you say it like that. Will this be enabled for everybody automatically?

This whole topic sounds like a complete nightmare tbh.

We are currently facing an issue where just a single provisioned group was deleted, and that has been a struggle to recover from already, as now audit logs are created and there is no way to backtrack the lost information. The problem described in this ticket sounds even worse.

The feature to enable retention of key Access configurations is now in progress. We plan to ship some updates iteratively for the next few months. 

+1 - have had this happen to multiple customers and it has been beyond a headache to reconfigure from memory (for certain specific situations) and to have to jump in for a high turnover client who's entire documented onboarding process came under heavy internal scrutiny due to the loss of SCIM + SAML SSO

Another victim here. Like everyone else, I was shocked to see our SSO configuration wiped out. And I can see this issue is nearly 4 years old, which unfortunately seems to be the norm with Atlassian. I'm not sure if we will keep using their products ...

it happened to me yesterday, better not put my comments as I still very frustrated with the situation.

+1

Hi everyone,

Thanks for the interest on this ticket. We are actively scoping the effort to enable configuration retention for Access. We should be able to share rough timelines in two weeks. In addition we are also exploring options to increase grace period as well as improve admin visibility with in-product banners. 

Sudesh

+1

Atlassian breaking their own core value. "Dont fuck the customer"

This is clearly a stupid bug that you refuse to fix, irritating customers, disrespecting customers ...

Agree with all that had been said already, why requesting vote? This is a must have, no question.

Production break and access configuration lost is not acceptable.

Hi there,

I guess this feature is not the one that needs to collect votes. This is a critical functionality for us as your customers. Two days ago by incident (wrong date put into the billing: 2023 in place of 2025) the Access Management was shut down for a while. Than when it's back we discovered that there's no chance to bring back the synchronization with Okta. From two days we're re-configuring our environment, facing hundred of requests from developers, product managers, project managers, that they cannot for example relise they product. From two days I'm trying to allow our users to be back to the cloud. Do you really think that voting on this functionality is required? Or you are waiting for more companies that will have their production broken? From my perspective such situation is not acceptable, especially paying million of dollars for the Premium tier.

Happy Wednesday...

How can a free subscription be closed unilaterally to nullify a critical configuration?
And then be told you will have to arrange the configuration and subscription yourself again.
Therefore, you have my vote for this ridiculous situation with Atlassian.

Our customer went through two EAPs to get SSO setup and Access is a free product for them as an educational institution. Due to Atlassian's mistake they attempted to bill for it and then shut it off. Guess we will just go through all of it again. No big deal. 

This just impacted another huge customer.  Let's get this fixed.

No need to restate what's already been said. I will say some things should not need votes. If you are going to be in the cloud market, providers must embed basic protocols needed for all to be successful. 

This bug is unacceptable, and makes me lose all faith in Cloud offerings.

Wow. For over three years Atlassian has known about this pitfall and continues to just shove customers into it. It should be trivial for an organization with the resources of Atlassian to solve this painful problem. Instead, this just poisons the well of good will that has taken years to build up. It's now much more difficult for me to recommend Atlassian products as a result of sloppy product designs such as this.  

This is really shameful and I expect better from Atlassian.

I'm off to spend my evening reconfiguring my organization's SSO policies after an entirely innocent billing error. It's the kind of user experience that really sticks with admins for a long time.

The way this is handled by Atlassian is unacceptable.  When you work for a large organization who has a large purchasing department things just lost all the time.  This has caused us a lot of re-work and unnecessary stress.  This must also cause a lot of extra work for your Atlassian Support Team.

Some suggestions:

1) When Atlassian Access is about to expire, emails should go out not only Billing Contacts, but also to the admins.

2) You need to be able to disable Access and give people an opportunity to renew it.  Not just delete it. This is what other companies do.

3) Why not just incorporate Access into the core product and just charge a couple of extra dollars?  Why is it even a separate product?

Thanks for listening

Had this happen to us too, due to a billing snafu that our company is not even responsible for. Had a fun afternoon reconfiguring SSO and all of our authentication policies.

Hey Atlassian, are you serious? We spent half a day to restore the User provisioning and SAML configurations after subscription was ended. Сan you show a little compassion for your users? And just switch off this setting after the subscription ends instead of removing.

Same issue here! Please fix it, I missed the update that there was something wrong with the payment details within my Holiday and now we need to do the re-installation.

Same issue here recently with Access being removed and now in the process of reconfiguring after it was re-instated.

We have also our bill with credit card, since the amount is quite high sometimes a credit card would fail, and then retry the next day and it works. 

However with Atlassian, a failed credit card payment means the whole company won't be able to login to Atlassian with SSO and work, this has happened 3 times in 1 year causing serious downtime, and guess what the support team from Atlassian tell me: Just make sure to pay on time.

Hours of work on our side.
This is the consequence of not having unified payment with Access neither configuration retention.

As a manager, I can feel the anger of the team because we have to configure all again the groups and users.

Anger & disenchantment. Hey, Atlassian, do something!

We were FORCED to use Atlassian Access for StatusPage moving to Cloud and Trello Enterprise SSO changing.

To top it off, we could not set a default non-billable policy nor automate moving users from a billable to non-billable because no API was available. This was a completely manual process. I didn't log in to admin.atlassian.com manually move any users before the billing cycle ended. 

I admit its my fault I didn't move the users. However, I did not know this would be a consequence! 

Everything about this entire process demonstrates the exact opposite of Atlassian core values... ESPECIALLY "Don’t #@!% the customer" https://www.atlassian.com/company/values

We experienced the same issue.

The payment was delayed since we didn't notice the notification and we found ourselves without SSO access.

This feature would be highly appreciated.

Regards.

Filippo

Only the Billing Contact was notified of the service expiration.   he missed the emails and our service was disconnected and took days to reconfigure everything correctly and caused a huge disruption to our business.  
Please notifify ALL SITE/ORG  administratrators.    Put a banner up on the administration screen and doesn't disapear until someone acknoweldges it.      

Please implement this- at least for customers where access is revoked due to delays in payment. There are a number of factors that can slow down payment time (AP processing, vacation time). 

We recently spent over 5 hours (3.5 of these with an Atlassian support agent) rebuilding our Atlassian application in OKTA. With a userbase of over 2,500 employees, this was a nerve racking experience that could have been completely avoided. 

We went through this issue twice in less then 6 months ...

Notification is also non effective, as we did not get notified about this in due time, billing contact knows nothing about integration and simply don't care, all Admins should be notified.

If the CC expires, they delete your entire directory, integrations, groups, etc.
And in order to restore you simply have to start again from scratch ...

This is really annoying and unnecessary, just keep the data, revoke the token but don't do this to us, the whole company is impacted ...

We just lost Atlassian access due to a billing issue and this was a huge problem for us.
It would certainly be nice if we could retain settings for Atlassian Access.

Instead, this caused a ~2-day outage for us whereas if the settings were retained, it would have been an automatic fix once the billing issues were resolved.