Priority: Critical / Emergency
Account Type: Enterprise / Business Account Owner
Issue Summary:
We are experiencing a critical production issue following a SAML SSO migration from Okta to CyberArk. After updating our SAML configuration (Identity Provider Entity ID, SSO URL, and Public Certificate), our account state is broken, and critical business functionality is entirely unavailable.
Key Impact & Symptoms:
Please escalate this immediately to tier-2/3 technical support or engineering to:
Account Type: Enterprise / Business Account Owner
Issue Summary:
We are experiencing a critical production issue following a SAML SSO migration from Okta to CyberArk. After updating our SAML configuration (Identity Provider Entity ID, SSO URL, and Public Certificate), our account state is broken, and critical business functionality is entirely unavailable.
Key Impact & Symptoms:
- Loss of Account Access/Entitlements: Whether logging in via SSO or standard Username/Password, accounts authenticate successfully, but all purchased products, subscriptions, and active licenses have disappeared.
- Locked Out of Admin Settings: I am unable to access the SSO Configuration panel to revert the SAML metadata changes back to the previous working state or correct the setup.
- Unable to Submit Standard Ticket: As a business customer, the platform currently restricts me to forum support only, which is insufficient for this level of service interruption.
Please escalate this immediately to tier-2/3 technical support or engineering to:
- Manually revert or reset our SAML/SSO configuration from the backend so password-based admin controls and full product entitlements are restored.
- Grant access to the SAML settings panel so we can correctly re-configure our CyberArk integration.